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.

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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

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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.

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  1. Anonymous
    2016-05-05T14:55:46+00:00

    We have the exact same problem. Microsoft answers with, "your monitors are not on the approved list...". They were working before and now they aren't due to an update. Let me know if you find a workaround.

    Where is this "approved" list?

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  2. Anonymous
    2016-05-05T14:44:04+00:00

    We have the exact same problem. Microsoft answers with, "your monitors are not on the approved list...". They were working before and now they aren't due to an update. Let me know if you find a workaround.

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  3. Anonymous
    2016-05-04T21:52:46+00:00

    Hello Microsoft...

    Like many other customers, I was stung by the April 19th firmware update.  I use(d) a Surface Pro 4 connected to a Seiki SE39UY04 39" 4K monitor via miniport, through a Surface dock.  

    I used the SP4 as a primary desktop computer, and moved it 2-3 times a week to our conference room and used an HD monitor that was only 1080P capable.

    The SP4 had no problem scaling resolution between the different external monitors, up until 4/20/16, when my SP4 installed the software and firmware update.  After that, I could only get 1080P on my Seiki monitor, which is an unusable resolution.

    I tried another Seiki monitor in our office and the SP4 could not scale the resolution which made it seem like the problem was with the SP4.  Another coworker plugged an apple laptop into the Seiki and it immediately scaled to 3840x2160, so the problem again seemed like the SP4.

    Not having any guidance from Microsoft (and since the firmware was burned in and couldn't be reversed), I decided to painstakingly replace my heretofore perfectly good SP4 with a Surface Book.  Thinking the software updates were part and parcel of the problems I was having, I did not do a backup-restore, instead starting with a "clean" SB.  This required several hours of software installation and password transfer etc.  A crappy option considering I'm not an IT guy.

    So, thinking my problems were solved, I took my SB to the office this week and I got more of the same.  No scaling to 4K, stuck at 1080P.

    The Microsoft store was partially sympathetic and gave me a full refund for my SP4 and I spent around $500 to upgrade to a Surface Book.  Unfortunately this didn't solve my problem.  

    Today the Microsoft Store (White Plains NY) called and asked if my problems were solved, I said no.  They asked me to come in and they would help.  Before I left my office, I plugged the SB into a Samsung 27" 4K monitor and it scaled to 3840x2160 immediately.

    Having checked everything possible, (wires, dock, monitor, and computer) it now seems the only possible cause is the Seiki 39" is not longer supported by the Microsoft software/firmware update of 4/19.  Basically, a Microsoft initiated fix rendered my monitor incompatible.

    I asked to Microsoft store to replace my separately purchased monitor and they laughed.  I now have the choice of purchasing another monitor out of my pocket....or pounding salt.  Words cannot express my despair.

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