Surface 3 Laptop Not recognizing external display monitor connected through USB-C port adapter

Question

Hello lovely helpful community, 

I have had hours of disconnections and absolutely no help from microsoft support, so I am desperate that somebody here can shine a light on this for me. 

I have a surface laptop 3. I also have a second display monitor from samsung. I connect it to my laptop via an HDMI cable, to an adapter, then into the USB-C port on my laptop. It was working swell. Then suddenly, I hear a "bloopity bloop!" noise meaning windows has just disconnected a device. 

The laptop is plugged in, so the adaptor should be getting power through that. I have tried all the cables and ports. Switched the source back and forth on the monitor. Updated all the drivers, uninstalled and reinstalled all the drivers... talked to four poor microsoft help agents who were unable to offer any ideas... and nothing. 

I Just realized that when I plug the adapter into the USB-C port, I should be hearing a "I have connected!" noise like when I use the other connection ports, but that's not happening! So, I am having a feeling that is the issue. Perhaps the adapter was never actually getting enough power through the lap top and I must charge it separately???? Could it be that simple?? 

Any help is so appreciated. I have no idea what I'm doing and get so damn frustrated with this stuff. Thank you all <3

Answer 1

Hello KimberlyFancyFance,

Thanks for posting your concern here. We really apologize for the inconvenience this has caused you.

Please try to run the **Surface Diagnostic Toolkit.**Also, clear the display cache and clean the USB-C port on your device. See Troubleshoot connecting Surface to a second screen and check Solution 6: Clear your display cache.

****Hope this helps. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

Kind regards,

StevenK

Answer 2

Hi StevenK, 

Thank you for your help! I have tried what you suggested, unfortunately, the problem is still occurring. I am wondering if the adapter and cable are just not .... working? I ordered Microsoft's official surface USB-C to HDMI adapter (expensive :( ) so maybe that will work... any other ideas? Thanks!

Answer 3

I now have an adapter cable from Microsoft - so I have the recommended USB-C to HDMI cable connector - and it still is not working. Is there please anything else that I can try?

Answer 4

I have also tried to use a USB-A to HDMI adapter and this does not work.

Answer 5

Hello Kimberly_F,

Thanks for keeping me posted. I'm sorry for the delayed response.

In this case, please check for Windows Update.****Restart the Surface after installing updates. Update drivers and firmware. Follow the steps below.

• Check what is the current OS Build of your Windows version by typing winveron the search barnear the Windows logo.
• Go to **Download driver and firmware for Surface,**choose (your Surface model) then click Download.
  Choose the .msi file that matches or nearest to your current OS Build and click Next. After downloading, run and install the .msi then Restart.

Check the input source of your external monitor if it's in Auto Select or in HDMI. Your external monitor must be in the right input source. If possible, try another external monitor for us to determine whether this issue ha something to do with the Surface or the external monitor.

Hope this helps.

StevenK