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

I have the same issue. Been through all the steps (firmware updates, cache clears, etc). The only thing that has ever worked, albeit temporarily, are two things:

1. While the monitors and everything is stil plugged into the dock, unplug the power cable from the dock itself, wait about 5-10 seconds, plug it back in
2. Display Settings -> Advanced Display Settings -> Select the monitor(s) you're having issues with and change the Hz value to different things. It will ask you if you want to keep the changes or revert them. I have found that if I hit "Revert" at just the right time, it'll work.

Performing the magic combination of these two steps has fixed my issue, but always only temporarily. EVERY TIME the computer goes to sleep and I wake it back up I have to do it again. These are just temporary steps till I can figure out a better docking setup and throw this thing in the trash.

Hi - I just spent an hour with Microsoft via their Chat line on this issue - thought I'd provide you with an update on my experience given your similar one.

I was advised after hours of diagnostics (to no avail) - and no driver updates available on the Surface Dock site that will install on a Surface Pro 8 (but I don't think it would make a difference anyway) - that I should return the Dock 2 to my retailer, and having gone through the rigmarole to do this, I have now used the replacement brand new Surface Dock 2 which exhibits exactly the same problem - there's a problem with the product and how its designed - it wasn't a case of my first one being faulty - they ALL are.

The solution from the Microsoft support person via the Chat support line was to "use your old Surface Dock 1".

They then told me that this issue was not known to them (which I find hard to believe given how much chatter there is regarding this issue) but then in the same breath indicated that the engineers are aware of it and will find a software/firmware solution for the problem.

I honestly don't know what to believe - such an expensive and supposedly premium docking station simply fails to do what it promises to do. I am now left with having to get my money back or just keep it in a drawer until such time as Microsoft acknowledge they have a SERIOUS issue with this Surface Dock 2 and fix its firmware and/or drivers.

In any case, thought you should know.

Good luck with it!

Mike.

Hi - I just spent an hour with Microsoft via their Chat line on this issue - thought I'd provide you with an update on my experience given your similar one.

I was advised after hours of diagnostics (to no avail) - and no driver updates available on the Surface Dock site that will install on a Surface Pro 8 (but I don't think it would make a difference anyway) - that I should return the Dock 2 to my retailer, and having gone through the rigmarole to do this, I have now used the replacement brand new Surface Dock 2 which exhibits exactly the same problem - there's a problem with the product and how its designed - it wasn't a case of my first one being faulty - they ALL are.

The solution from the Microsoft support person via the Chat support line was to "use your old Surface Dock 1".

They then told me that this issue was not known to them (which I find hard to believe given how much chatter there is regarding this issue) but then in the same breath indicated that the engineers are aware of it and will find a software/firmware solution for the problem.

I honestly don't know what to believe - such an expensive and supposedly premium docking station simply fails to do what it promises to do. I am now left with having to get my money back or just keep it in a drawer until such time as Microsoft acknowledge they have a SERIOUS issue with this Surface Dock 2 and fix its firmware and/or drivers.

In any case, thought you should know.

Good luck with it!

Mike.

Hi All,

Had the same issue a while back and cracked it with 100% success after!

Technically it is not a Microsoft issue or issue with the dock, rather the dock's compatibility with certain brands of USB-C to HDMI cables. Like many others i got caught out by not following the latest info on cable standards.

Note, your cable must be full Thunderbolt 3 standard. Many cheaper cables are not though and are USB-C 3.1 or 3.2 standard. Although these can possibly carry the same resolution and may even carry near similar data rates. The key difference in our issue however is the power delivery it seems! The data rates become and issue when using dual monitor which a dock is technically doing (even without a monitor plugged in).

I'm no expert but it would explain why a non working cable via dock works when plugged directly into the surface device.

Some blurb below from HP (much more helpful than MS) to explain better than I can the tech between USB-C and Thunderbolt. I highlighted a key sentence here as the power delivery errors you get in windows (notification area) with our issue is actually a pretty accurate.

Whats The Difference Between USB C Vs Thunderbolt | HP® Tech Takes

By default, a USB-C cable provides 2.5 watts of power, which is the same as many USB-A cables. However, many devices use something called a Power Delivery protocol, which allows a USB-C cable to deliver up to 100 watts. These include many HP laptops as well as all modern smartphones made by Apple, Samsung, and Google.

The speed at which a device charges with a USB-C cable ultimately depends on whether it is plugged into a USB 3.1, USB 3.2, or Thunderbolt 3 port.

Thunderbolt is a relatively new technology that launched in 2011 through a development collaboration between Intel and Apple. Initially, Thunderbolt was only compatible with Apple’s MacBook Pro, but Thunderbolt 3 universalized the technology and made it compatible with USB-C.

Thunderbolt is a relatively new technology that launched in 2011 through a development collaboration between Intel and Apple. Initially, Thunderbolt was only compatible with Apple’s MacBook Pro, but Thunderbolt 3 universalized the technology and made it compatible with USB-C.

How fast do Thunderbolt cables transfer data? A Thunderbolt 3 cable is capable of transferring up to 40 gigabytes of data per second, which is twice the maximum data transfer speed of USB-C. However, in order to hit these data transfer speeds, you must use a Thunderbolt cable with a Thunderbolt port, and not a USB-C port.

Solved! I was trying to connect two HP M24fw monitors to a Surface Book docked to a Surface Dock 2. At first, using Anker Usb-c to HDMI, I could not even get an image. The inputs were not detected. I went to a Omn Usb-c to HDMI adapter (found at Walmart) and used the HDMI cables that came with the monitors. BOOM... I got a display! First problem solved. Then the laptop screen would not detect the other monitors and the external monitors were showing as 2/3 on the display settings. I could not force a "detect." In essence, both monitors were acting like one big monitor and I could not separate them. I tried all the fixes on the internet I could find and then, out of sheer desperation, I lowered the resolution. BEHOLD! They came alive and the laptop recognized all three (laptop screen and the two external monitors). I was ready to return the Surface Dock or throw it out in the street. It shouldn't have been this difficult but hopefully this solution will work for you.

Thanks for the reply. I also read another thread in the post that someone else had tried better cables, so I ordered new HDMI to USB-C Thunderbolt 3 Compatible cables and changed them out this weekend and I have both monitors working now also! I Maybe Microsoft Surface Team put this in the fine print, but it would have been great to know this up front. Was about to chunk the Surface Dock 2 also!