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
    2022-07-05T16:02:06+00:00

    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.

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  2. Anonymous
    2022-06-30T13:55:55+00:00

    Hi Marrion,

    Taking each point individually:

    1. correct
    2. incorrect - I am using the original surface dock with HDMI to mini display port and both monitors work fine in this configuration (Note: I bought a new surface dock 2 early on and it did not solve problem)
    3. incorrect - it will detect the right monitor and not the left monitor using the surface dock 2. It will also detect the right monitor when plugged in directly to the surface book. The left monitor is not detected in any of the possible combinations or permutations (I am a computer engineer)
    4. correct
    5. correct - but I don't trust Asus, it wouldn't test it with windows - only with a Mac. I have tried the exact environment (cables, ports, etc.) where the left monitor works swapping in the right monitor. The right monitor still doesn't work. All my testing points to a monitor problem, which is why I sent it to Asus....
    6. It worked on Windows 11 until a cumulative upgrade - AND an installation of some sort of firmware or driver for the surface dock 2, I wasn't sure what it was, but I saw it in control panel under programs. It was removed when i reinstalled windows 11 and has not reappeared.

    As mentioned above I have tried the left monitor in the exact same environment where the right monitor works. I have bought new cables, a new surface dock 2, did a clean install of Windows 11, tried to recognize the monitor by plugging directly to laptop, nothing. It does point to a monitor problem.

    I have bit the bullet and ordered a new monitor, I will try this. I expect that this will work. The new monitor arrives tomorrow (7/1). If it works, then I will have ammunition to get Asus to replace my monitor. We'll see. If this last step doesn't work, I fear I have no choice but to order new monitors from a different manufacturer....

    I suspect this is a driver or firmware problem with the monitor that somehow got corrupted (I installed new drivers from Asus and while my monitor was with them they told me they upgraded the firmware) that prevents Windows from recognizing the monitor on USB-C, but not a Mac.

    You'll really earn your computer engineering chops if you solve this problem!!

    John

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  3. Anonymous
    2022-06-23T17:41:39+00:00

    Asus, has not been able to recreate the problem and is sending the monitor back to me. I expect it tomorrow.

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  4. Anonymous
    2022-06-16T20:57:21+00:00

    Thank you JohnRizzuto. We'll look forward to more updates on this.

    Regards,

    Marrion

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  5. Anonymous
    2022-05-27T15:57:13+00:00

    Hello Marrion,

    I heard back from Asus who said it has found no problems with the monitor. I am waiting to have a phone conversation with them to discuss further.

    I will let you know next steps as soon as I know.

    John

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