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
    2022-05-26T14:03:21+00:00

    HI JohnRizzuto,

    Thank you for updating us regarding with the monitor replacement from Asus. Yes, please keep us posted. Hopefully issue will be fixed after Asus finishes their diagnostics on the monitor.

    Thank you again and hope to hear back from you soon.

    Kind regards,

    Marrion

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  2. Anonymous
    2022-05-26T12:51:07+00:00

    I heard back from Asus, it is doing "extensive diagnostic testing" on the monitor and expects to finish by May 31st, 2022 (next Tuesday). I will keep you posted.

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  3. Anonymous
    2022-05-18T17:07:42+00:00

    Hi JohnRizzuto,

    You are most welcome. We the time and effort spent also for taking the concern here in the Community. We look forward to hearing from you for more updates on the concern raised.

    Thank you.

    Kind regards,

    Marrion

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  4. Anonymous
    2022-05-18T15:30:05+00:00

    Thank you, I appreciate your response.

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  5. Anonymous
    2022-05-18T15:21:53+00:00

    Hi JohnRizzuto,

    First of all we would like to let you know that was never our intention to make you feel this way or think of us this way. We are simply following process on our end for follow up. We sincerely apologize if our action made you feel this way. We have reopened your case and we can still continue our conversation here. In fact, if we close the thread, you can simply ping us back and we would reopen it immediately.

    We'll wait for your further updates.

    Kind regards,

    Marrion

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