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

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

145 answers

Sort by: Oldest
Most helpful Newest Oldest
  1. Anonymous
    2021-01-20T21:20:15+00:00

    I'm glad you found a cord that works.

    Microsoft tell me that any Active USBC-HDMI cable should work, but I have four types at work and while some work on certain models of Surface, some don't. One that works on one will not work on the same model and dock type.

    I have found that a MS adapter fixes all issues.

    That said, when re-docking occasionally, I do get both monitors glitching (static) and need to unplug/replug the dock again.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  2. Anonymous
    2021-01-27T20:30:48+00:00

    Hello, all,

    I have a similar problem with a Surface Pro 7 and a Surface Dock 2. I have two Dell monitors (different models) connected via USB-C to DisplayPort. When docked, I usually have the SP7's monitor off and the two external monitors on, like a regular desktop setup.

    I restart the computer with the dock attached. During bootup, I see the Surface logo on both monitors. But when I get to the Windows login screen, only one monitor is active. When I log in, I see that Windows thinks the second monitor is there (for example, the wallpaper is stretched across both), but is not sending a signal to it. (This issue does NOT occur when the PC is put to sleep then woken up. In that case both monitors wake properly.)

    Undocking and docking the device does not fix the problem. Undocking the device, changing the orientation of the Surface Connect connector and redocking does not solve the problem.

    Unplugging the dock from mains power and plugging it back in after a few seconds (without undocking the PC) solves the issue.

    Pretty irritating.

    Any help would be appreciated.

    Andrew

    Was this answer helpful?

    0 comments
  3. Anonymous
    2021-01-27T20:41:56+00:00

    The bottom line is that you have to use "ACTIVE" usb3 to hdmi adapters.

    some here are using the Microsoft branded adapters, others 3rd party adapters...But the key point is that they have to be ACTIVE adapters and not passive.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2021-01-27T20:47:54+00:00

    Agree with rgsiii.

    I have tried passive and active cables.

    With just one monitor, often a passive cable works.

    With multiple displays of any kind I find that putting in an active cable works. Microsoft Active Cables give me less problems (we often have 86" interactive panels in the classroom with a 24" monitor on the desk as well as the Surface Pro so teachers need to learn to use 3 displays).
    I did try some active MOSHI USBC-DisplayPort cables but they did not work on my device with Dock2 and 2 x high-end 27" HP monitors

    Invest the extra and get a proper Micro$oft one. At least then if it still fails they have to deal with it.

    Was this answer helpful?

    0 comments
  5. Anonymous
    2021-01-27T21:12:33+00:00

    Hello, Barb,

    Your suggestion of clearing the registry improved things in that before, unplugging the Surface Connect, turning it around, and plugging it back in didn't use to fix the problem. Now it fixes the problem. The problem was (for me) that both monitors wake properly and display the Surface logo when starting up the PC, but then one monitor loses signal at login (though Windows apparently thinks both monitors are working).

    This is not ideal but it's better than having to power cycle the entire dock to get it all working again.

    Thanks,

    Andrew

    UPDATE : It looks like MST/daisy chaining completely solved the issue for me! Thanks anyway (and who knows? clearing the registry may have helped too).

    Was this answer helpful?

    0 comments