Troubleshooting multiple monitors on a Surface Dock 2 (Surface Pro 7)

Anonymous
2020-08-24T04:46:23+00:00

I'm trying to connect a new Pro 7 to two external monitors (Acer) through the Surface Dock. I'm using two USB C to HDMI cables. 

The Surface can detect the monitors and assigns them numbers (2 and 3) but the screens remain black and no numbers (or other display) shows up.

If I disconnect one of the monitors, the other one immediately turns on. It's quite bizarre.

I have updated the driver, downloaded firmware updates, disconnected/reconnected everything, and generally done everything that it says on the support page. 

I would be grateful if someone could let me know what I need to do to fix this.

Surface | Accessories | Surface Dock

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  1. Anonymous
    2020-08-25T05:43:24+00:00

    Hi DJG_84,

    Thank you for reaching out Microsoft Community.

    Is it same model of Acer monitors? Is there any other HDMI port at the back of the monitors where you can connect the cable to? Is it showing No Signal?  Have you downloaded the latest firmware of the Surface Dock 2? How about for your Surface device? What is the current OS version of your Surface? Have you tried clearing the display cache of the Surface device? Have you tried uninstalling/reinstalling the monitor driver in Device Manager?

    Please reply to this message and we'll see any other troubleshooting steps that can be performed on the Surface device if you're done with all the possible TS being asked above.

    Kind Regards,

    Crest

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  2. Anonymous
    2020-08-27T02:38:22+00:00

    Hi Crest

    • The monitors are the same model (QG241Y).
    • There are two HDMI ports on each monitor, I have tried plugging the cords into each of the different ones.
    • Yes, it usually says no signal. Bizarrely though, *occasionally* it will work - but then the screen just turns off again. The Surface still recognises that it's there though. Often one screen might be on and the other off. There is only once I've been able to get them to both turn on at the same time, together with the Surface, but when I turned the Surface off it didn't work again when I turned it back on.
    • Yes, I have updated the firmware for both the Dock 2 (1.0, published 8 June 2020) and the Surface (2004).
    • Yes, I have cleared the display cache.
    • Yes, I have uninstalled and reinstalled the monitor drivers.

    Currently, the left hand monitor is working, but if I restart the tablet, the right one might turn on and the left one not.

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  3. Anonymous
    2020-08-28T04:54:08+00:00

    Hi DJG_84,

    Sorry for the delayed response.

    Considering that the device and the dock's firmware version are updated but you're still getting the same issue, what I can recommend is to try another HDMI cable but if you don't have extra cables, it's best to contact our Microsoft Surface Support to get a dock replacement.

    Kind Regards,

    Crest

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  4. Anonymous
    2020-09-03T01:55:00+00:00

    Hi Crest

    I have had the Dock 2 replaced with a new one. It is still doing the same thing. I have noticed that there are several other people reporting the same problem on the forums - is this a known hardware issue?

    Thanks

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  5. Anonymous
    2020-09-16T20:50:25+00:00

    This is a common issue.  It is almost like the docking station doesn't have a stable power connection/conductivity to actually handle the dual monitors.  It goes along fine for a while and then starts flashing to black a ton.  It seems like an old tv that's bulb is burning out.

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