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
    2022-04-27T19:14:57+00:00

    Hi Marrion,

    Prior to trying to download firmware, I noticed an interesting issue. My right monitor is only recognized when the left monitor is not plugged into the right usb-c port. If I unplug it, the computer picks up the right monitor and works fine. It seems the issue is when they are both plugged into together in particular ports.

    Under no circumstances was I able to ever get the surface to recognize the left monitor on its own or in combination with the right monitor. The right monitor also worked when plugged directly into the surface book's usb-c, but the left monitor could not. I spoke with ASUS, who suggested sending the monitor back for service.

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  2. Anonymous
    2022-06-27T15:29:41+00:00

    I have received back my monitor from Asus. Asus had the monitor for several weeks, they tested it and said it is working correctly.

    My surface book can still not detect it.

    I reinstalled Windows 11 - still cannot detect monitor!

    What else might I try?

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  3. Anonymous
    2022-05-04T16:24:31+00:00

    I haven't responded because I've exhausted all your suggestions. At this point, on the recommendation of Asus, I am sending the one monitor that isn't recognized to them for them to troubleshoot. I would like to keep this open through that process as the issue isn't resolved. Thanks.

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  4. Anonymous
    2022-04-28T21:25:02+00:00

    Hi JohnRizzuto,

    Thank you for the update.

    Please try first lowering the refresh rate of the monitors. The Asus 32" ProArt Display PA329CV has a native refresh rate of 60Hz maximum, kindly to lower it to 30Hz in Windows Settings > System > Display. Once you lower the refresh rate on the first monitor that is being detected, see if the device will then be able to detect the second monitor.

    I would like to confirm also if you were able to perform the clearing of display cache on the device?

    If still the issue persist, I guess we'll have to go with what ASUS advised first which is to send the monitor for service. Let me know what you think.

    Kind regards,

    Marrion

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  5. Anonymous
    2022-04-19T21:00:33+00:00

    Hi JohnRizzuto,

    Thank you for the response and details provided.

    For the surface dock registry.zip that is needed to clear the display cache, I'm sorry but that is the only way we could download the file. Can you please try using another web browser and see if the same message prompts?

    Proceed also in running these steps below on your Surface:

    1: Run Surface Diagnostic Toolkit

    See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

    2: Check for Windows Update

    Go to Windows Settings > Update & Security and select Check for updates

    Make sure all updates need are installed including Optional updates

    3: Update drivers and firmware

    Check what is the current OS Build of your Windows version by going to Settings > System > About. 

    Go to Download driver and firmware for Surface, choose Surface Pro/Surface Book

    Then click the link next to Surface Pro 7/Surface Book 3 then click Download on the next page.

    Choose the .msi file that matches your current OS Build and click Next.

    After downloading, run and install the .msi then Restart. 

    Also, the Asus 32" ProArt Display PA329CV (ProArt Display PA329CV - Tech Specs｜Monitors｜ASUS Global) has I think 2 USB-C ports for I/O. Are you using the USB-C that has a 90W Power Delivery? If yes, let us try using the other USB-C or if possible try using the other port like the HDMI 2.0 port.

    Kind regards,

    Marrion

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