Surface Pro 7 internal screen works during boot, but dark once I get to windows. External displays thru docking station or connected via usb work perfectly.

Question

I have a Microsoft Surface Pro 7 and a surface dock. I normally use my internal display plus two external displays via the dock. I recently purchased two external monitors that connect via usb and connected to use while traveling. Since I connected the external usb monitors the internal display is black. It shows the windows symbol when booting up, so I know that the display will function, but once it gets to the windows screen it goes blank. I have to use the external monitors to log in and work. Worth adding that before I purchased the usb external monitors I tried the exact same monitors that my co worker had purchased to make sure I liked them and that there were no compatibility issues, Had no issues with my internal display before or after the I tested his monitors. When I go to display settings it only detects the external monitors. Internal display does not show in device manager either.

Although I don't see how this is related to the displays, they were Mobile Pixel trio displays. They also still work fine, but the internal is always black other than when I am booting to Windows. Any help would be greatly appreciated.

Answer 1

Hello pbmax4423,

Thanks for reaching out to Microsoft Community. I'm sorry to hear about this issue on your device and external monitors. I understand how concerning it is to have such problem.

If I may ask, what version of Windows your device running is?

Were you using a Surface dock?

What are the make and model of your external monitors?

Were there any changes made on the system settings prior this issue happened?

In the meanwhile, please follow all the methods on Troubleshoot connecting Surface to an external display - Microsoft Support and do the steps below to ensure your device is updated.

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.

Let me know how it goes. I'll wait for your response.

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)