Surface Pro 7 not charging with USB-C Viewsonic VG2456 Monitor

Question

-Viewsonic VG2456

-Surface Pro 7

-I'm using the manufacturer's USB-C cable to connect the surface to the monitor. I've tried other USB-C cables, including different brands. I'm in an office environment, and this is happening with many of our surfaces and Viewsonic VG2456 monitors.

-All Windows Updates and Driver updates are up-to-date

If the surface is powered on without the monitor connected, and later connected, the surface will charge correctly and show the calculated minutes to full charge.

If the surface powers on with the monitor already plugged in, the battery monitor will show it's plugged in, but will not charge. The battery icon shows the plug, but will not show XX minutes to a full charge. This has been frustrating for users who plug in, boot their surface, work for a few hours, and without warning the surface goes to sleep with 5% battery left.

Event logs don't show much. I get the 513 SurfaceOEMPanel error when disconnecting and reconnecting a monitor, regardless if charging is working or not. I have a Surface Pro 8 in the environment, and I'm not seeing the problem with it.

Any help is appreciated.

Answer 1

Hello John1000G,

Thanks for reaching out to Microsoft Community.

We're sorry to hear about this issue on your device. We understand how frustrating this could be.

Before anything else, we would like to ask you these questions first for us to further isolate the issue.

• What Windows version and edition your device running is?
• Are these devices domain joined?
• Was this kind of setup worked on your Surface Pro 7 before?
• When did this issue start? Were there any changes made on the system settings prior this issue happened?

As what you mentioned, since this setup has worked on your Surface Pro 8, then this issue is more likely to do with the Surface Pro 7. In the meanwhile, please give these standard methods a try and see if makes any difference.

Force a shut down and restart your Surface

• Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

Run the Surface Diagnostic Toolkit

• In the search box on the taskbar, type Surface Diagnostic Toolkit, then select it in the list of results.
  If it's not already installed, you can download it from the Microsoft Store.
• Follow the on-screen instructions in the Surface Diagnostic Toolkit.

Update Windows. Ensure all pending updates are installed.

• Check for Windows updates. Select Start > Settings > Windows Update.

Download and install drivers and firmware for Surface

• 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 closest to your current OS Build and click Next.
  After downloading, run and install the .msi then Restart.

Additionally, you might also want to check more workarounds on Troubleshoot problems with USB-C on Surface - Microsoft Support.

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

Kind regards,

StevenK

Answer 2

We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)