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

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.

0 comments

86 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2021-01-08T22:01:30+00:00

    Same issue with Surface Laptop 3 and Surface Dock 2.

    Microsoft, please do something about this!!

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  2. Anonymous
    2021-01-07T03:43:24+00:00

    Thanks Julian,

    Your patience is chasing down the problem was very helpful. 

    My issue was the same. Had to purchase a Microsoft adaptor, lost so much money/time playing with this problem. I will never recommend microsoft products. Never had so many issue`s with what's expected to be up their with the best.

    Thanks again,

    Kieran

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  3. 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

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  4. Anonymous
    2020-10-14T03:09:04+00:00

    I have the same issue. Clearly it is a widespread fault. 

    Surface Pro 7, Surface Dock 2, USB C to HDMI

    Initially it works then if the surface goes to sleep and you log back in it will not send signal to the external monitor. You can see that the desktop is still extended (i.e. all the apps and start bar are being sent to the monitor that is black), but you can't get to it. 

    I have tried the SEMM drivers - nothing

    Unplugging cable and replugging - nothing

    Remove power to the dock and plug back in - all comes back to life. 

    Same cable directly from Surface to Monitor - works most of the time.

    MS need to provide a proper solution here. These docks are expensive. This is unacceptable level of problems.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  5. Anonymous
    2020-08-28T20:44:57+00:00

    I have a customer that has 2 x Dell 49" curved monitors.  If I connect the monitor with a surface dock and a mini-display port to HDMI adapter it will work through the dock.  Whenever the client disconnects from the dock and then reconnects they have to turn the monitor power off and then back on.  I installed a surface dock 2 with the Microsoft USB-C to HDMI adapter and the monitor will not display anything.  The computer sees a monitor but says it has no profile and is not active.  I have ran through the registry entry to clear the monitor cache also.  In both scenarios if i plug the monitor directly into the surface pro x the connection works as expected.  Doing all of this i thought maybe it had something to do with the Surface Pro X being the ARM processor but it is not.  I tried with a brand new Surface Pro 7 with the same docking stations and connects and it acts exactly the same.  I have ran the surface dock updater and the surface dock 2 updates accordingly and no change.  I have even ordered another Dell 49 curved monitor thinking it was a monitor issue but it is not.  

    If i can get some sort of guidance or fix i would appreciate it.  Right now my client just plugs the dock in for power and wireless keyboard and mouse and then plugs the monitor in directly.  

    Best Regards

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments