Windows 11 update: Failure to detect USB-C monitors

Anonymous
2022-04-16T17:16:29+00:00

On April 14th, I updated my Windows 11 PCs (Surface Pro 7 and Surface Book 3) to build KB5012592. Since that time, I have tried two different Surface Dock 2s and neither, with either PC, recognizes my monitors via the USB-C ports. Finally, I switched back to the Surface Dock and both PCs recognize my dual monitor setup using HDMI. I am running two Asus 32" ProArt (model: PA329CV) monitors.

This problem materialized on both PCs, for both monitors, immediately upon the Windows 11 update.

I was on the phone with Microsoft, which offered no advice, instead it immediately sent me to Asus. Working with Asus, I upgraded my firmware (I had already done this a couple of months ago, but went along...), Still no dice. I am waiting on Asus Level 2 support to get back to me.

I am not very keen on performing a complete wipe of my machines to reinstall an earlier version of Windows as I tried this on the Surface Pro. I wasn't vigilant and it automatically updated to the W11 build referenced above during the installation process. As such, the reinstallation process didn't solve the problem - the monitors are still not recognized via USB-C.

Has anyone else experienced something similar? Is this a known problem?

***Post moved by the moderator to the appropriate forum category.***

Surface | Surface Book | USB-C

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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  1. Anonymous
    2022-06-29T12:32:18+00:00

    Marrion,

    I still have the problem....

    John

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  2. Anonymous
    2022-05-18T13:16:47+00:00

    Hi JohnRizzuto,

    We still have not received any response from you since our last follow up message. Please do not hesitate to create a new thread for further concerns. We hope that the issue you reported to us has been resolved. We personally understand that finding time to work on this matter can be a little difficult to manage.  Thus, we would like to let you know how much we appreciate your patience and most importantly the time you've dedicated to getting a resolution for this issue of yours.

    Thank you for spending time here in the Community.

    Kind regards,

    Marrion

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  3. Anonymous
    2022-04-21T21:06:42+00:00

    Sorry for not replying. I am on vacation and will return home on Saturday and have a list of options to try.

    I appreciate your continued involvement in trying to help me find a solution.

    Please be patient and look for an update after I try some options this Saturday and Sunday.

    Thank you.

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  4. Anonymous
    2022-04-19T12:21:34+00:00

    Yes, I am using USB-C ports on the monitor. This MSI package seems to be for windows 10, but I will try.

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  5. Anonymous
    2022-04-18T18:45:37+00:00

    Hi JohnRizzuto,

    Thank you for reaching Microsoft Community. I'm sorry to hear about the issue you encountered on your Surface Pro 7 and Surface Book 3 connected to a Surface Dock 2 and external monitors after a Windows 11 update.

    When using the Surface Dock 2, the monitor is connected to the rear USB-C ports of the dock, may I know which ports are you using on the monitor? Is it also the USB-C port or the DisplayPort 1.2, or HDMI 2.0 port?

    I'm not sure if these steps was tried already when you contacted support but please do so if not yet:

    1: Update Surface Dock 2 using the MSI package

    See: Update your Surface Dock (microsoft.com)

    2: Clear the display cache of the device

    See: Troubleshoot connecting Surface to a second screen (microsoft.com) and refer to Solution 6

    Hope this helps.

    Kind regards,

    Marrion

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