Surface Dock 2 Display Problem

Anonymous
2020-06-05T14:16:32+00:00

Dear Microsoft-Team,

Dear Community,

I recently got the brand-new Surface Dock 2 for my home office. I try connecting it with my Surface Pro 7 and a Samsung C34J791 (LC34J791WTUXEN) monitor with the supplies USB-C cable from Samsung which came with the monitor.

Windows is recognising the monitor fine, it shows up in the screen settings.

But the display is not showing any images, it just keeps switching through the inputs to find a proper signal and after some time the monitor goes into sleep mode as it could not find a signal.

If I now connect the display to the Surface Pro 7 directly with the same cable it works just fine and I can see the desktop on the Samsung monitor.

What do you suggest?

Thanks a lot in advance for your kind assistance and have a great weekend!

Best regards,

Julian

Surface | Accessories | Surface Dock

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  1. Anonymous
    2020-12-08T02:36:20+00:00

    My customer has Surface Pro 7 with a new Dock 2 and 2 external monitors (Viewsonic) with USB-C to VGA. Windows shows the 3 screens.

    Windows 10 Pro is up to date with 20H2, I'm pretty sure Dock 2 has latest firmware.

    The issue is suddenly the 2 external screens shutdown while the user is working, also when she reconnects the Surface to the Dock (Surface Connect cable), the external monitors don't open although Windows shows them active. Have to disconnect and reconnect the USB-C adaptors to have the screens light up properly.

    Has anyone experience this anomaly?

    Regards

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  2. Anonymous
    2020-12-08T07:02:14+00:00

    Yep this is exactly whats happening to me

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  3. Anonymous
    2020-12-08T16:26:20+00:00

    StephenBruce2, Any fix on your side?

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  4. Anonymous
    2020-12-12T17:34:19+00:00

    I have the same problem with Dock 2 and Pro 7. After turning on, I need to remove and reconnect the Surface Connector, then the monitor will be activating.

    I use an original Surface USB-C to HDMI adapter. 

    If I connect a Pro 6 to the Dock 2, I have no problems. 

    With the Dock 1, the same HDMI cable and the same monitor, I never had any problems with the Pro 6 and Pro 7. 

    That has so many problems, can't be Microsoft's quality claim.

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  5. Anonymous
    2020-12-21T17:02:43+00:00

    I was able to solve the problem:

    The graphics card driver 26.20.100.7641 supplied by Microsoft is defective.

    I downloaded and installed driver 27.20.100.9030 under Downloads for Intel® Iris® Plus Graphics. However, the previous driver 26.20.100.7641 was still displayed in the device manager after the restart. I then removed the Intel® Iris® Plus graphics card including the driver uninstallation in the device manager. When searching for new hardware, the graphics card was set up again with the new driver 27.20.100.9030.

    However, the old driver 26.20.100.7641 was installed again during the next Microsoft update search 🤬

    Here I was able to use the "Predictive driver" option in the device manager and then the 27.20.100.9030 driver was active again and that did not change after several restarts. Even with a manual Microsoft update search, the old driver 26.20.100.7641 did not come back.

    I hope everything is going as it should now ...

    Greetings

    Uwe

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