Surface Laptop 5, Thunderbolt Dock display issues on boot.

Anonymous
2023-07-21T15:22:08+00:00

I have a user with a new Surface Laptop 5, Microsoft Thunderbolt 4 dock and 2 Dell 2422H displays on Microsoft brand USB-C to Displayport adapters.

When the displays are in standby and she powers the laptop on, the laptop will only display on its screen until she unplugs and plugs the dock back in.

It is only when the displays are in standby that this happens. If I turn the laptop off, and turn it back on while the displays are showing the "please check source" floater, it boots and they come right back on.

Dock firmware is the latest available from Microsoft's website as of this week. We do not let the Surface app through the firewall so it cannot be used for updates.

The only drivers that may not be recommended by Microsoft, and I will modify if suggested: the Intel graphics drivers are from Intel directly and not whatever Microsoft automatically installed. I was having issues with a Surface 2 dock on this laptop and those drivers are the only thing that worked at the time.

Rolled it back to Microsoft default drivers anyway.

See attached for relevant system info.

Surface | Surface Laptop | Display and screen

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  1. Anonymous
    2023-07-21T21:35:15+00:00

    Hi IthXero!

    Thanks for reaching Microsoft Community. We're here to help and let's work on this together.

    I understand you're having issues with your Surface device. Happy to help and provide more options here.

    Before considering any troubleshooting options, please first make sure your device is up to date. To check for updates, just follow these steps:

    Start> Settings> Update & Security> Windows Update> then check for updates and install any available updates.

    Run Surface Diagnostics Toolkit and complete task here Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support.

    Please also try to update your drivers and firmware, see through this link Download drivers and firmware for Surface - Microsoft Support on how to.

    Please let us know how it goes. We look forward to hearing from you.

    Greetings,

    RodelioP.

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  2. Anonymous
    2023-07-21T23:25:08+00:00

    Before considering any troubleshooting options, please first make sure your device is up to date. To check for updates, just follow these steps:

    Start> Settings> Update & Security> Windows Update> then check for updates and install any available updates.

    This has been completed.

    Run Surface Diagnostics Toolkit and complete task here Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support.

    This is been completed, no issues found.

    Please also try to update your drivers and firmware, see through this link Download drivers and firmware for Surface - Microsoft Support on how to.

    This has also been completed.

    As far as we can tell, the issue is that for some reason the surface and/or dock cannot see the displays when they are in low power/sleep mode and cannot see them plugged in until we remove and re-insert the USB-C cable from the TBT4 dock.

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  3. Anonymous
    2023-07-25T05:22:13+00:00

    Hi IthXero!

    Thanks for getting back to us!

    We truly appreciate your cooperation on this matter. If that's the case, I highly suggest you contact our live Microsoft support team for further assistance on remote assistance. Since here in community forums, we don't have the right tools and resources for remote assistance. Below are the steps on how to contact them:

    1. Go to Contact Us- Contact Us - Microsoft Support.
    2. Choose how you would like to get support for your Surface device.
    3. Type in the problem you need help with.
    4. Look at any available solutions offered and select Contact Support.

    Thanks again for choosing Microsoft. Hope this helps!

    Regards,

    RodelioP.

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