Surface Dock 2 Display Problem

Dear Janette,

how are you doing today?

Yes, this is my monitor. In the meantime, I already tried it with a USB-C to USB-C cable from a different brand, it worked with my Surface Pro 7 but noch with the Surface Dock 2.

Also, I ordered the Microsoft active USB-C to HDMI adapter, and - surprise, surprise - now it is working. I have a screen on the Samsung monitor.

Although this is strange, and I had to spend another 47 CHF for the adapter, finally it is working and I can cope with that.

Anyway, I find it very strange that Microsoft is not able to provide a solution for this since the v1 of the Surface Dock (where it often did not work for the Mini-DP to DP connection, according to the many voices on the internet). Please, kindly forward my issues together with a kind inquiry for improvement on the software side to the team working on this topic.

I'll look twice into purchasing more Surface Dock 2 for my co-workers, as I wanted to... I think I'll have to advise them to look into a different brand this time... What a pity!

Have a great day and a nice holiday tomorrow.

Greetings from Switzerland,

Julian.

Dear Janette,

thanks for your answer. I installed the correct update file SurfaceDock2_SEMMforDock_Win10_17763_20.054.29469.0.msi

As I found out in the meantime through different forum pages on the web, the problem is persistent since the Surface Dock 1. You can read it here in German: https://www.surfaceinside.de/surface-dock-updater-neue-version-neues-update/ Please see the comments in the bottom page.

Obviously, the problem cannot be solved properly and it is also occurring in DisplayPort connections.

So the last thing I will try is ordering a USB-C to HDMI adapter from Microsoft and connect the monitor with HDMI (I will lose the USB ports on the monitor then, but I have to cope with that).

If you could please forward to the team, that cares for the Surface Dock, that they should provide a proper firmware update tool, where the user is getting better feedback if the update is done or failed, I would appreciate that.

If the HDMI adapter does not help either, I will have to return the Dock and buy one from HP or Lenovo instead (although I would not like that).

Thanks anyway for your assistance and have a great day! Stay safe!

All the best,

Julian.

Hi Janette_Z,

I used the original Microsoft Active USB-C to HDMI adapter from your online store and a noname HDMI 2.0 cable I had somewhere... Very expensive adapter (and through this the Dock even got more expensive for me)...

Please, again, forward to the appropriate team at Microsoft. They may contact me if they need further details, but providing a solution should be maximum priority for them, I think... As I am not t he only one out there with this issue!

Thanks,

Julian

I had a similar issue and I've managed to fix it. I've put a detailed overview of what my problem was, configuration, troubleshooting and solution was. Its abit long winded - so you can just skip to the solution at the bottom of my text if you want.

PROBLEM:

Surface Pro external screens suddenly stopped working.

BACKGROUND / CONFIGURATION:

I had my Surface Pro 6 connected to a Surface Dock, which was connected to 2 external LG Monitors (both via a Mini DP to HDMI, then the monitor lead which was HDMI to HDMI to the monitor). I had been using this configuration for approximately 6 months without issue, when the external monitors suddenly stopped working.

DETAILED ISSUE DESCRIPTION:

When the external monitors suddenly stopped working I could see the Surface Pro, the Dock and the monitors were still on and receiving power. My Surface Pro was working fine by itself (eg: screen or usage wasn't altered or impacted). In the Display settings, it still showed the 2 external monitors as connected, however they were not receiving any image (this did not change whether "extend" or "duplicate" was selected) and they were unable to be repositioned. Upon clicking "Identify", no number appeared on the external monitors.

TROUBLESHOOTING PERFORMED:

• disconnected and reconnected all leads / connections (monitors, Surface Dock, Surface Pro)
• restarted my Surface Pro 6 (hard & soft restart)
• restarted my Surface Dock (power off and power on)
• restarted my monitors (power off and power on)
• ensured the monitors were (still) on the correct input setting (HDMI)
• ensured all current updates had been installed
• performed a Windows key sequence (windows logo + Ctrl + Shift + B)
• confirmed Surface Pro works & powers on
• confirmed monitors work & power on
• confirmed Surface Dock powers on
• confirmed I could hear the connect sound when connecting my Surface Dock to the Surface Pro
• confirmed I could see the white light indicator on the Surface Dock lead when connected to the Surface Pro
• confirmed the Surface Pro is charging when connected to the Surface Dock
• disconnected, turned 180degrees and reconnected the Surface Dock lead to the Surface Pro
• confirmed a single monitor will work with a direct connection to the laptop (without Surface Dock)

No change

!!! SOLUTION !!!

I was FINALLY able to fix the issue by installing a Surface Dock firmware Update!

• Go to Download Surface Tools for IT (https://www.microsoft.com/download/details.aspx?id=46703).
• Select "Download".
• You don't need all the files - only select the "Surface_Dock_FwUpdate" file (when I did this, the file name was Surface_Dock_FwUpdate_1.42.139_Win10_17134_19.084.31680_0.msi) It may be different for you depending on the latest file at the time you do this, but the file name will start with Surface_Dock_FWUpdate_ and a version number, and it will have a .msi file name extension at the end).
• Click "Next".
• Click "Run".
• Follow the prompts. It prompted me to restart which I did.
• NOW - when it restarted, there was no change and the monitors were still black. But I disconnected and then reconnected the Surface Dock lead to the Surface Pro and BINGO! My 2 external monitors came back up with the display again.

I hope this helps!

Hello there. 

I am experiencing the same problemens with my brand new Surface Dock 2 for my Microsoft Surface Laptop 3 device. 

The monitor I use is a HP EliteDisplay E243 Monitor. It has a DisplayPort and a HDMI input. 

With the Surface Dock 1 I didn't have any problems. 

Even with the HP USB-C Dock G5 I did not have any problems. 

But now I am trying to get the new Surface Dock 2 working. 

First I bought an USB-C to DisplayPort cable (ACT SB0031 USB3.1 CM - DP M 4K/60HZ). 

The Surface Dock 2 could not find my monitor. Tried everything but nothing worked. 

Then I bought an USB-C to HDMI cable (UNICHDMIM02 USB-C to HDMI 4K/60HZ). 

The Dock2 recognizes my HP monitor and gives a signal! But, not always. When I restart my Surface Laptop 3, I have to remove the power adapter from the Dock2 and reconnect it to make my HP monitor working again. 

This is so annoying. 

Now I am looking for information about a possible firmware update or driver update for the Dock2. 

And what did I get? After installing SurfaceDock2_SEMMforDock_Win10_17763_20.054.29469.0.msi I am only getting a directory in C:\Program Files\SurfaceUpdate with 3 subfolders named:

- SurfaceDock2FwUpdate containing .bin files 

• SurfaceEthernetAdapter containing .inf driver files

- SurfaceService containing an service file and two .dll files

What?? What am I supposed to do with this?

Based on what I found on the internet, it looks like that the Dock2 is not realy a good choice....