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
    2020-07-29T14:26:07+00:00

    The problem described in reddit's post is different from what I'm experiencing with my new surface dock 2.

     I am still using my surface dock 2 as a simple power supply since I had purchased it to connect an external monitor and it has not been possible yet.

    In the meantime I tried to connect other monitors and other USB-C/HDMI cables but without success. Still waiting for an update that could solve the problem!

    Mario

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  2. Anonymous
    2020-06-12T00:36:24+00:00

    Hi, Swiss Julian!

    Thanks for providing us updates regarding the situation and for letting us know what type of adapter/cable allowed your monitor to be displayed via the Surface Dock 2. Your input is greatly appreciated and we thank you for your time here. 

    Hope you're enjoying your holiday! Take care and stay safe inside!

    Sincerely, 

    Janette_Z

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  3. Anonymous
    2020-06-08T16:58:06+00:00

    Hello, Julian!

    Thanks for your quick responses. Is this your monitor? We need to make sure we are looking into the actual model. Would it be fine for you to post a link from the official manufacturer's website if the link I shared is not the one you have. 

    We have noted your concerns on this Surface Dock 2 issue you have. As for the Surface Dock 2 firmware and drivers, there's no need to execute a file since you installed the updates via .msi file, apologies again for this. We appreciate your participation here, by the way.

    There's a possibility there's a need for a specific cable that is compatible with the Surface Dock 2 to connect it to your monitor. We have the same plan in mind regarding the cable though. Is it possible to use a USB-C to HDMI or USB-C to DisplayPort cable? Maybe you have one there in your home. What cables do you have there at home that we can try out? We hope that you have some other cables there that will let your monitor show a display via the Surface Dock 2. 

    Let us know how it goes. 

    Regards,

    Janette_Z

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  4. Anonymous
    2020-06-08T15:45:27+00:00

    Hello, Julian! 

    Apologies for the confusion. Thanks for trying out the SEMM file, that is the one that works for the Surface Pro 7. Based on the DETAILS of the drivers, it shows the following:

    Compatible host devices for SurfaceDock2_SEMMforDock_Win10_17763_20.054.29469.0.msi

    • Surface Pro 7
    • Surface Laptop 3
    • Surface Book 3

    Compatible host devices for SurfaceDock2_DriverOnly_Win10_17763_20.054.26905.0.msi

    • Surface Go
    • Surface Go 2

    Compatible host devices for SurfaceDock2_DriverOnly_Win10_17763_20.054.29700.0.msi

    • Surface Pro 6
    • Surface Pro (5th Gen)
    • Surface Laptop 2
    • Surface Laptop 1
    • Surface Book 2

    Compatible host devices for SurfaceDock2_SurfaceProX_SEMMforDock_Win10_17763_20.053.18210.0.msi

    • Surface Pro X

    We appreciate your patience.

    Regards,

    Janette_Z

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  5. Anonymous
    2020-06-08T15:39:59+00:00

    Hi Janette,

    Thanks for your rapid answer. No, the exact model of my monitor is C34J791WTU.

    I used the USB-C cable provided with the monitor to connect it to the USB-C port on the Surface Pro 7. It works with both USB-C ports on the monitor without any hassle.

    The Surface Dock Updater Tool is obviously not present in my computer/ I cannot execute a program file named like this:

    But it has created a folder in "C:\Program Files\SurfaceUpdate\SurfaceDock2FwUpdate". Herein are several .bin, a .cat and a .inf file:

    Thanks a lot for your further help.

    All the best,

    Julian.

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