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Surface Book 2 Connection to Monitor Issues

Anonymous
2022-02-02T23:55:28+00:00

Hi,

I recently bought a Dell S2721HGF monitor to use with my Surface Book 2 for work. I had bought a USB-C to HDMI adapter to connect the Surface Book to the monitor. The monitor worked fine for the first couple of days. But then one day, the connection started to act up and it would lose signal briefly before reconnecting. I thought that it was an issue with the USB-C to HDMI adapter so I bought a new one but the same issue occurred. Then I thought that there was an issue with the monitor but my girlfriend's laptop was able to work perfectly fine with it when connected with either of the adapters. This is a very frustrating issue because it requires me to move around a lot of my tabs every time it loses connection.

I am not sure what I should do because I do not want to buy another monitor to check to see if it will be compatible with my Surface Book 2 and I don't want to buy another laptop because of this issue. Please help.

Thank you.

Surface | Surface Book | Display and screen

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  1. Anonymous
    2022-02-03T17:06:46+00:00

    Hi HaoTran5,

    Thank you for reaching Microsoft Community. I'm sorry to hear about the issues you are having in connecting your external monitor to your Surface Book 2. I understand how frustrating this is since this could really affect your productivity.

    Does it loose connection when you leave the device idle or it also happens even while you are using the device?

    Kindly try first to open Device Manager, and expand Universal Serial Bus controllers. Double-click each entry then check if it has a Power Management tab. If yes, go to the said tab and uncheck the box next to Allow the computer to turn off this device to save power.

    If still the issue persist, this would seem like a loose connection on the USB-C port of your Surface Book 2. Kindly check and make sure that there are no dirt or dust on the port itself. If still the issue persist, I'm sorry but please contact our live support team to check for options available and for further assistance. You may contact them through the numbers listed in Global Customer Service phone numbers (microsoft.com) under For Business users. This works with Home users also, just select Surface then Home as a type of user in the IVR prompt. You may also reach them through this page: Contact Us - Microsoft Support and use the details or entries given here: I need to talk to tech support - Microsoft Community. Please note: For USA region, they are available from 6:00AM to 10:00PM Pacific Standard Time.

    Kind regards,

    Marrion

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