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Surface Laptop 4 doesn't connect to 2nd monitor

Anonymous
2021-11-03T18:08:50+00:00

I bought Surface Laptop 4 a month ago. I love it, but the connection to an external monitor doesn't work, which is a must for my work.

It worked fine for one day, and then when I tried to use it the next day it wouldn't work. It's been like this for about a month since I bought it, and it's constantly happening every other day (sometimes it works for 3 days and it stops...)

I tested everything I could (non-computer expert): Unplugged and plug back everything, force re-start, change cables, change hubs, even bought a new monitor for this issue! The setting or the old/new monitors works perfectly fine with my old laptop (HP), which has a direct HDMI port.

I took it to Best Buy, where I bought it, and asked for a possible USB-C port issue, but they kept saying I don't have any issues with the laptop itself, which is true. Only issue is to connect it to an external monitor.

When I brought it to the store, it actually connected... but I don't think it will stay on for next day.

Please help. This is the worst experience of setting up a new laptop. It should be simple!!

(I installed windows 11 and the setting is all done, so I don't want to reset and start over again...)

Surface | Surface Laptop | Display and screen

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  1. Anonymous
    2022-06-26T23:11:34+00:00

    I had all of the same problems described above. The monitor worked on other computers in my house and the dongle I was using also worked on other computers. So I knew the monitor and dongle were good and I had all the latest drivers and uprades installed. Followed all the suggestions on line for trying to fix the problem. no luck. Out of desperation, I purchased the Microsoft Surface Dock 2 (the expensive one) and as soon as I plugged it in my surface laptop 4 recognized the remote monitor. AND...when I then removed the dock and reverted to the old dongle...IT CONTINUED TO RECOGNIZE THE REMOTE MONITOR. So, it seems plugging in the Dock 2 trigger some type of reset...I can't explain why...but everything appears back to normal. Not sure whether to return the expensive Dock 2 or keep it in case I have the problem again. If you are not familiar with the Dock 2, it has one connection to your computer and that connection is where you normally plug in your power cord. Also, you should note that the Dock 2 does NOT have an HDMI port (I have no idea why) so you will still need to use a USBC to HDMI dongle...and be sure to plug that dongle into one of the 2 USBC ports on the Dock 2 which are labeled for display compatibility.

    I have no idea whether this will work for others...but you might want to give it a try now that the Dock 2 is back in stock...and before you go through all of the hassles of factory resets and trying to get a new laptop from Microsoft.

    10 people found this answer helpful.
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  2. Anonymous
    2022-03-01T18:54:11+00:00

    I am also having exactly the same issue I have tried all the same suggestions. I used a hdmi cable to connect an external monitor through an adapter for 6 months with no problems, until I updated windows. Now I am having exactly the same issue - windows no longer recognizes the external monitor. I tried different monitors, cables, updates, drivers, even tried smart tvs, and nothing works. I can connect via blue tooth to the same monitors / smart tvs but the lag makes this not an option.

    Please respond with how to resolve this issue.

    6 people found this answer helpful.
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  3. Anonymous
    2021-12-17T20:44:41+00:00

    In fact, I'm still having this problem... Unbelievable... I did almost everything I could before contacting the MS tech support. They remotely accessed to my laptop and update the driver, etc. several times. It sometimes worked for a few days and the issue came back, though.

    I even bought a brand-new monitor and a MS UCB-c travel hub, but the connection lasted in 1 week or so. I may need to give up on using USB-c port to connect an external monitor and buy a Surface Dock 2 for the connection, but the Dock 2 has been out of stock for a while!! (and expensive)

    I probably need to send it to MS repair center and get a replacement (refurbished or open-boxed), and MS team issued me a shipping label, but I haven't got a chance to ship it because I need to use a good PC for my work. In the meantime, MS team contacted me to have a different team take a look at it before shipping it for repair/replacement. We'll see how it goes.

    I suggest you contact the Microsoft tech support. This issue has been going on for a long while (sigh), and I probably end up with getting a replacement, but at least they are great for their customer support, and I really appreciate their quick follow-ups. They may be able to fix the problem, but it may happen again very soon.

    4 people found this answer helpful.
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  4. Anonymous
    2021-12-17T16:30:48+00:00

    I'm having this problem. when i bought the laptop my external monitor was working for about 3 weeks. i used a generic hdmi to usb c hub. then one Moring after an update the laptop will no longer detect a second monitor. can you please fix this Microsoft?

    4 people found this answer helpful.
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  5. Anonymous
    2021-11-03T21:10:58+00:00

    Thank you for your reply!

    • Is your device has an Intel processor or AMD? AMD
    • Were you using a dock to connect to an external monitor? I have a portable hub (j5 create brand) with HDMI, 2 USB, 1 USB-c, etc. I tried with another portable hub, but it had the same issue. I am planning to order Microsoft travel hub, but it shouldn't be an issue no matter what brand I use, correct?
    • What cable did you use? I used HDMI cables (Yes, I have tried with 3 different cables) I also tired with HDMI to USB-C cable, but it also didn't work, so I already returned it.

    The windows are all updated, and I have tried the diagnostic toolkit at least 3 times, but it didn't solve this issue.

    Please help... I don't want to hate my surface laptop 4.

    2 people found this answer helpful.
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