New Surface Dock Does Not Work via mini displayport to HDMI & DVI

Anonymous
2015-10-27T17:18:04+00:00

The specific device I am referring to, is the new Surface Dock for Surface Pro 3/4 and Surface Book. I have described the issue here on Reddit, and a number of others are also experiencing the same problem. Basically, the new dock doesn't work when the monitor is connected using mini displayport to HDMI. The monitor is detected correctly and the correct resolution is set, but the screen remains black. In my case, I randomly get some image on the monitor, but it's compressed to one side of the screen and garbled. The mini displayport to HDMI adapter works properly when connected directly to the Surface, so the adapter itself is fine. If I instead connect the mini displayport to VGA adapter to the dock, the monitor displays correctly. I have tried using a straight mini displayport to DVI cable and the issue remains. Additionally, I have connected a Surface Pro 3 to the dock and experience the same issue.

So to summarize, the dock does not function correctly when using a mini displayport to HDMI adapter to connect the monitor, but does work with a mini displayport to VGA adapter. This problem is repeatable using both a Surface Book and Surface Pro 3.

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
Answer accepted by question author
Anonymous
2015-10-29T17:45:57+00:00

I purchased an active mDP to HDMI adapter from Amazon (Plugable is the brand) and so far the external monitor is working correctly through the dock.

Moderator Edit (11/3/2015):  If you are using a passive MDP to DVI adapter and experiencing difficulties, you may need to switch to using an active adapter.

If you switched from a passive to active adapter and continue to experience difficulties using Surface Dock to display to external monitors please consider making some changes to your cabling: different lengths, different quality, different adapters, etc.  If adjusting your cabling fails to resolve please consider sharing the following:

  1. Make and model of external displays
  2. Make/model of adapters if present
  3. Make/model of cables

For more troubleshooting info and steps to confirm your Dock is updated, please view our Troubleshoot Surface Dock article.

Thank you,

Josh

Was this answer helpful?

30+ people found this answer helpful.
0 comments
Answer accepted by question author
Anonymous
2017-05-22T09:18:50+00:00

Hi,

 We suggest that you contact our Surface Answer Desk team for further assistance or visit the nearest Microsoft Store if you are in the US. In case you're offshore, contact our Global Customer Service team.

Was this answer helpful?

0 comments

315 additional answers

Sort by: Oldest
Most helpful Newest Oldest
  1. Anonymous
    2015-11-11T16:56:54+00:00

    I tried flipping around the dock connection, as someone had mentioned earlier, so the cord ran out towards the front of the keyboard.  After a few minutes instead of flickering off then back on, my external monitor started to violently shimmer in a variety of colors, and flip the left and right halves of the screen.  It remained that way until I disconnected the cable.  Since reconnecting it my screen has flickered off then back on twice while typing this very post.  I tried using the second display port on the dock instead of the first one, and no luck, it has flickered off then back on while typing this sentence.

    I am using an Acer S231HL via HDMI and a minidisplayport active adapter.  This problem was originally happening using the DVI port and a passive adapter.  Considering the other people having issues and my different cabling attempts, the failure point here is clearly the dock.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2015-11-11T19:32:04+00:00

    Not for the faint of heart.

    I was able to get two 4K monitors running at 30 Hz refresh rate, but not at 60 Hz.  However, I am sure that my approach would be frowned upon by Microsoft.  I went to the Intel site for the Intel HD520 graphics controller and found the 64 bit drivers for Windows 10 in the form of a ZIP file.  I unzipped these into a directory.  I then used the Device Manager, select the Intel HD 520 graphics device and selected "Update Driver Software ...", selected Browse my computer for driver software, and then and browsed into the unzipped folder and the Graphics subdirectory.  It found the intel driver here and installed it.

    After installing the latest Intel drivers, when you right click on the desktop, there is the Graphics Properties ... option that brings up the Intel HD Graphics Control Panel.  From within this control panel I had to create a custom resolution for each of my Samsung 28 inch 4k monitors (one model U28E590 and one U28D590).  The custom resolution was 3840 x 2160 @ 30 Hz.  Note that at 29 Hz my U28D590 flickered horribly but my U28E590 was solid.  At 30 Hz they are both solid.

    After the custom resolutions were created, I went to the Multiple Displays, selected extended desktop and set each of the 4k displays to use the 30 Hz refresh rate.  At this point I got a working, dual 4k monitor, albeit at a lower refresh rate.  While it is still not two monitors at 60 Hz as their documentation claims, at least I don't have an all black monitor on my desk.

    Hope this helps someone else.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2015-11-11T19:42:44+00:00

    Not for the faint of heart.

    I was able to get two 4K monitors running at 30 Hz refresh rate, but not at 60 Hz.  However, I am sure that my approach would be frowned upon by Microsoft.  I went to the Intel site for the Intel HD520 graphics controller and found the 64 bit drivers for Windows 10 in the form of a ZIP file.  I unzipped these into a directory.  I then used the Device Manager, select the Intel HD 520 graphics device and selected "Update Driver Software ...", selected Browse my computer for driver software, and then and browsed into the unzipped folder and the Graphics subdirectory.  It found the intel driver here and installed it.

    After installing the latest Intel drivers, when you right click on the desktop, there is the Graphics Properties ... option that brings up the Intel HD Graphics Control Panel.  From within this control panel I had to create a custom resolution for each of my Samsung 28 inch 4k monitors (one model U28E590 and one U28D590).  The custom resolution was 3840 x 2160 @ 30 Hz.  Note that at 29 Hz my U28D590 flickered horribly but my U28E590 was solid.  At 30 Hz they are both solid.

    After the custom resolutions were created, I went to the Multiple Displays, selected extended desktop and set each of the 4k displays to use the 30 Hz refresh rate.  At this point I got a working, dual 4k monitor, albeit at a lower refresh rate.  While it is still not two monitors at 60 Hz as their documentation claims, at least I don't have an all black monitor on my desk.

    Hope this helps someone else.

    Thanks for reporting the find sjc...  I will have to take a stab at it to see if I can at least get stability.   Come on Microsoft, your customers should not have to be doing your technical support for you, plus you need to deliver on stable 60hz on both 4k monitors. I really hope we hear something by Friday on this, at least an ETA on a fix.

    Was this answer helpful?

    0 comments