Windows 11 update: Failure to detect USB-C monitors

I do have a somewhat similar problem, but mine started on Windows 10 and continued on Windows 11. For me, the problem is that my Surface Book 2 and Dock 2 randomly does not recognize my Samsung 49" curved monitor on startup or waking from sleep or lock. I then have to cycle the power on the Samsung monitor for it to be recognized by Windows and my original display configuration is restored, although with icons often in disarray.

I have contacted both Microsoft and Samsung about this, but no solution have been found.

Hi Marrion,

I have good news and bad news.

The good news is that when I cleared the cache, the left monitor started working! Unfortunately, the right monitor is not recognized. :(

I also upgraded the firmware.

This confirms that it is a Windows/software problem as both infrastructures for both monitors have been able to work. It is only in dual display mode that they don't work... I've cleared the display cache several times to see if that would help.

BTW, if i disconnect the first monitor the second monitor still fails to work either directly when connected to the Surface Book or through the Surface Dock. The second monitor is now displaying all the characteristics that the first monitor displayed during our troubleshooting process.

Updating the history and ignoring all the steps we took to confirm this wasn't a hardware problem. Here is where we are from the beginning:

1. Both monitors working perfectly in dual display mode via Surface 2 Dock and USB-C connections from February to mid-April.
2. Cumulative upgrade of Windows 11 in mid-April
3. Both monitors not being recognized on USB-C
4. Cleared the display cache (April)
5. "Left" monitor not being recognized "right" monitor is being recognized
6. Clean installation of Windows 11
7. Cleared display cache (July)
8. Left monitor is now being recognized on USB-C and the right monitor is not being recognized

Since we reinstalled Windows 11 the upgrade history is not available. BUT, if you go to my very FIRST MESSAGE on this string I specifically name the BUILD NUMBER where this problem started happening.

This is important information, and these are important clues. With a build number and such discreet behavior of the working/not working monitors, surely, Microsoft should be able to run with this and figure out a solution! Your engineers must be among the best and brightest on the planet, no? (I don't mean to be antagonistic, but it is getting frustrating)

Thanks,

John

Marrion,

Rather than just spew words, why don't you support the spirit and meaning of the things you say?

Evidently, your patience has worn thin. I am sorry I am not responding to you fast enough to satisfy your requirements.

For some of us, we are lucky enough to use Apple products at work and are still stuck with Windows products at home, which is the case here. If I am not responsive enough for you, I don't know what I can say or offer you. I am having to fix problems with Windows on my personal time, can you show a little patience???

When the problem is resolved I will let you know, until then can you please keep this as an open ticket, I understand that you think your time is more valuable than mine, from my perspective that is awfully rude and inconsiderate.

John

I uploaded and ran the MSI files, no change.

I tried to clear the display cache; however, when trying to download the file from the link I get the error message "surface dock registry.zip can't be downloaded securely" - is there another way to get the file or clear the cache?

Thanks for your help, but nothing has changed.

Do you have any more suggestions? I am really stuck here with a pair of $800 monitors I can't use to their full ability, and I'd rather not buy an Apple, which is famous for its ease of use.

Hi Marrion,

Bad news.

I received the new monitor and no difference. Windows did not recognize it. I switched the infrastructure from the second monitor with the new monitor to no avail - the second monitor worked under the new monitor's infrastructure, while the new monitor would not work with the second monitor's infrastructure (which had been working with the second monitor).

However, a change in behavior did occur.

After rebooting, the second monitor is no longer recognized!! I tried every permutation and combination over several hours to get the system to recognize what had been the "working" monitor. Nothing. Now, consistently, Windows does not recognize either monitor when connected to the USB-10 port, either through the docking station or when connected directly to the Surface Book.

I tried getting it to work using my Surface Pro 7 under Windows 11 - Windows failed to recognize the monitors with this PC as well.

So now, I have two monitors that work fine under HDMI, but neither works under USB-C - on two different computers. It is now clear this isn't an issue with the monitors.

Microsoft needs to go back to the drawing board with USB-C support.

In the meantime, can you instruct me how to rollback to an initial release of Windows 11- where my configuration was working, or, better yet, to Windows 10? Remember, this problem began after an update to Windows 11 was installed in April.

Thanks for your help and I look forward to your instructions on how to roll back Windows.

Thanks,

John