Windows 11 update: Failure to detect USB-C monitors

Hi JohnRizzuto,

Apologies for the delay in getting back as I was also checking here on what could the other steps we could do to help. Thank you also for the updates and added details but since our access here in the Community is limited, I suggest contacting our live support on this to have the device checked or whatnot have this escalated to a higher support. I'm sorry if we were not able to resolve the issue here in the Community. It would be best if this will be handled by our live support team since they have the appropriate tools needed.

You may contact them through the numbers listed in Global Customer Service phone numbers (microsoft.com) under For Business users. This works with Home users also, just select Surface then Home as a type of user in the IVR prompt. You may also reach them through this page: Contact Us - Microsoft Support following the steps below:

1: Go to Contact Us - Microsoft Support and sign-in your personal Microsoft Account

2: To make sure you are using the correct locale of the page, click the Globe icon on the lower-left corner of the page then select the country you are in.

3: Click Get support

4: On the Describe your issue box, type in Contact support then click on Get Help

5: Click on Contact Support at the bottom

4: On the next page, select Surface then Technical support then choose your Surface model and click on Confirm

5: These options should appear depending on which is available on you country. It would also show the available time of support if in case you accessed the page out of the time of operations.

       You may select **Provide your phone number and a support agent will call you** option and you will be ask to select and confirm your phone number then click **Confirm**. You will then receive a phone call from support in a while. 

      Selecting **Chat with support agent in your web browser** will ask you to confirm the email address associated with your Microsoft Account then click **Confirm**. 

Kind regards,

Marrion

Hi Marrion,

Any advice? I haven't heard from you after these latest developments.

Thanks,

John

Here's another clue that might be helpful.

When I attempted to upgrade the firmware on the right monitor while it was plugged directly into the surface book, the software said if found the device, ran a process for several seconds and then confirmed that the firmware was upgraded.

If somehow the firmware installer from ASUS was really able to recognize the right monitor and upgrade it, that is valuable information.

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

Hi JohnRizzuto,

Sad to hear the bad news and worst, the previously working monitor stopped working also.

Before we proceed with rolling back Windows, please try again running the registry file to clear the display cache like before (Solution 6: Troubleshoot connecting Surface to a second screen (microsoft.com)).

I also found this Firmware file for the monitor which mentions USB-C compatibility enhancement: ProArt Display PA329CV｜Monitors｜ASUS Global. Kindly try downloading the file on the device and install it then see it helps.

Regarding with rolling back Windows, I'm sure that the Previous version of Windows option in Windows Settings > System > Recovery is not available anymore at this point. So to rollback Windows on the device, we only have the option to do a fresh reinstall of Windows using a Windows 10 Surface Recovery Image (Surface Recovery Image Download (microsoft.com)) which would basically delete everything on the device or we could also try to uninstall some of the updates that were installed last April. To try uninstalling some of the updates, kindly take a screenshot first of the Update history of the device for us to see which updates were installed around April and share it with us here.

Kind regards,

Marrion