External displays stopped working on Surface pro 7

Question

What else can I try??

I have a Surface 7 pro running Windows 11 Home 23H2.

I have a intpw USB-C to HDMI adapter, https://www.amazon.com/dp/B09HZVM5W7?psc=1&ref=ppx_yo2ov_dt_b_product_details. I know its a generic brand, but it has worked fine for over a year. I've had two external monitors connected.

A few days ago, the screens stopped receiving a signal.

I have tried

• Different HDMI cables (didn't work)
• Uninstalled/reinstalled recent updates, monitor drivers, graphics drivers (didn't work)
• Used a new HDMI adapter (same model) and that didnt work either
• I also connected the monitors to another PC, and they both worked
• I used both the old and new adapter on another screen (a TV) and it worked
  • Although there was an instance or two that it did not for whatever reason
  • I attempted this with the same cable used on the original monitors and new cables.

The one thing I have not done but is considering is just to reset my PC.

Any other suggestions to help this work before i reset the PC?

Answer 1

Hello Costa,

Thank you so much for posting in Microsoft Community.

I appreciate you raising this concern to us, and I understand that you're having issues with projecting the external displays. You got me here: we'll isolate this issue together.

Here are other things you may try to fix the issue:

1. Check for Updates in your Surface. Go to Settings > Windows Update > Check for Updates > Install > Restart device after.
2. Run Surface Diagnostics Toolkit.
3. Download drivers and firmware: Download Surface Pro 7 Drivers and Firmware. from Official Microsoft Download Center
4. Whether you are using a dock or not try to clear your display cache:

Here's how to clear your cache:

1. Undock your Surface from the Surface Dock or disconnect the monitor from your Surface.
2. Download the Surface Dock registry file. Choose to Openthe file. This file will clear your cache, whether you have a dock or not.
3. Select and run surface dock registry.reg.
4. Select Yesto allow changes to your Surface, select Yesto confirm, and then select OKto close.
5. Restart your Surface, reconnect the Dock and/or monitors, and try your external display again.

See this link for more: Troubleshoot connecting Surface to an external display - Microsoft Support

If none of these steps work, resetting your PC may be your best option. See this link: Restore or reset Surface for Windows - Microsoft Support

Please let me know how it goes and hopefully it helps.

Best regards,

Rolando S.

Answer 2

Hello Rolando,

Thanks for the reply.

I tried your suggestions and so far no luck.

1. Surface had no more new updates to download, problem still persists
2. Ran the diagnostic tool, with no issues. Problem still persists
3. Downloaded and installed latest firmware, "SurfacePro7_Win11_22000_24.011.11304.0"...problem still persists
4. I cleared the cache, and honestly I thought this would of worked, because at the root of it made sense based on some observations I had made:
   • The screens would still appear in the display options even after i unplugged the cables.
   • The screens would still appear in the display options even after I unplugged the dock

But problem still persists.... Does it appear I will need to reset the PC?

Answer 3

So I ended up resetting my PC, and the problem still persists. However I think I may have found the culprit, just not sure how to remedy the issue.

The issue started on 1/26 for me. According to https://support.microsoft.com/en-us/surface/surface-pro-7-update-history-bbf79137-eb4f-417e-f243-a64d894818d0, on 1/25 there was an update, and the items that were updated was the graphics card, which I imagine directly relates to external displays.

Is there a way to rollback this specific driver? Or is there a known patch?

Thanks

Answer 4

Hello Costa,

Thank you so much for the response and I appreciate the time and effort you put into this. Sorry to hear that the issue still persists to happen despite doing all those steps provided.

Regarding on rolling back your driver, there is actually a way to do that which is by going to device manager. Note: you can only roll back the driver if it has been recently updates. Please try these steps:

1. Go to Device Manager > expand Display adapter > right click on graphics driver > click Properties > Click on Driver Tab > select Roll Back Driver button. Restart device once done.
2. Go to Device Manager > expand Display adapter > right click on graphics driver > select Update driver > choose "let me pick from the list" > choose "browse my computer..." > double click the driver you'd wish to install; you may try choosing an old driver.

Please give this a shot and see if it helps!

Best regards,

Rolando S.

Answer 5

Hey Rolando,

Again, thanks for your reply.

I could not roll back the driver, the option was unavailable. However, i was able to try and "Update Driver", and following your instructions, there were 3 versions i could choose from, for some reason two for each version. In any, I tried both the last version and the version prior to that, both with no luck.

This is pretty frustrating, especially when I know that the monitors do work, having tried on another PC. The dock and the USB-C input do work, having tried connecting with another monitor (TV).

Got any other suggestions?