Can you help me to connect my laptop to my LG 5K monitor 🙏

Question

Hello,

I have a Surface Laptop Studio with a USB-C Thunderbolt 4 port, and I'm trying to connect it to my new external LG 27MD5KL-B 27-inch UltraFine 5K monitor. Previously, I had the same model monitor, and it worked perfectly with my laptop after receiving assistance from a technical support representative. However, with this new monitor, I'm facing an issue: it only works when my laptop's original charger is connected. Otherwise, it keeps connecting and disconnecting every two seconds. I've tried troubleshooting and using all available resources. I contacted the support center hoping to resolve my problem, but as you may know, it can be quite challenging to find a competent specialist. So, what should I do? some people say I should throw away my laptop and buy Apple; however, I really like Microsoft and want to use all their products.

Answer 1

Hi RudolfAvagyan,

Thank you for reaching Microsoft Community.

Just to confirm, the monitor is also connected to its own power supply when the issue occurs where it disconnects every 2 seconds, correct? This usually happens if the monitor is drawing power also from the Surface and the Surface is unable to provide enough power and so connecting the Surface to its power supply mitigates the issue.

Also, what is the refresh rate setting of the monitor? To check, go to Windows Settings > System > Display then select the external monitor.

Checking also the monitor specifications (LG 27MD5KL: 27'' UltraFine™ 5K IPS Monitor | LG Global Business), it shows that it only has USB-C ports for display inputs. However, it has several USB-C ports. May I know which USB-C port on the monitor are you using to connect the Surface? Have you tried connecting it to the other ports on the monitor?

For now, kindly try first checking the Surface drivers' health through the Surface app and run the Surface Diagnostic Toolkit then make sure that all updates are installed including Optional updates in Windows Settings > Windows Updates. Do these steps while the device is connected to the monitor. See this page for reference: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support

Also, whenever the monitor keeps on disconnecting, kindly check in Device Manager if a driver especially a USB driver is banged out or getting an error. If there is, provide us with the name of the driver and the error it is getting.

You mentioned also that you previously had a same monitor model in which you were able to have it working fine on the device after getting help from our live support team, can you recall what were the steps taken during that contact that fixes the issue? or do you still have the case number or service request number for that contact?

Kind regards,
Marrion

Answer 2

Hello Marrion,

Thank you very much for your reply.

I have followed all the steps you provided, but unfortunately, there is no change. As I mentioned in my initial post, I have tried all troubleshooting methods, including updating drivers, changing cables, and switching USB ports. I will share any emails related to previous assistance from your representatives if I find them, but I currently have no records. I require a professional who is familiar with the product to assist me online. Often when I call, some representatives are not even acquainted with my laptop model. Please let me know if we can schedule an appointment as soon as possible.

Answer 3

Hi RudolfAvagyan,

As much as we would love to assist you in scheduling an appointment for you with the live support, but this is outside our support boundaries here in the Community due to the tools we have. You should reach out first to our live support and have your case escalated if necessary. You may reach them through these steps:

1. Go to 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.

Kind regards,
Marrion

Answer 4

Hello Marrion,

I just called again, the representative takes my phone number as if they are going to call in case of disconnection then they hand the phone, and of course no one classes back. I have been experiencing this every time I call except one a few days ago but unfortunately, the rep was unable to help me, she was not even familiar with my laptop. I do not know what else I can do.

Answer 5

I am confused as to why you say the LG display has only USB-C ports - on the same page you linked to it says Thunderbolt 3 support. Thunderbolt 3 uses a USB-C type connector and the display uses Thunderbolt 3 and the Surface laptop has Thunderbolt 4 port (also USB-C type connector) so it should be compatible. I too am unable to get the LG display to work with my Microsoft Surface 5 laptop unless the Laptop is powered using the laptop power cable.

The Surface laptop should be able to get power from the LG monitor - and yes it is plugged in to the Monitors Thunderbolt port not the other normal USB-C ports

No problem with HP or Dell laptop.