Windows 11 update: Failure to detect USB-C monitors

Question

On April 14th, I updated my Windows 11 PCs (Surface Pro 7 and Surface Book 3) to build KB5012592. Since that time, I have tried two different Surface Dock 2s and neither, with either PC, recognizes my monitors via the USB-C ports. Finally, I switched back to the Surface Dock and both PCs recognize my dual monitor setup using HDMI. I am running two Asus 32" ProArt (model: PA329CV) monitors.

This problem materialized on both PCs, for both monitors, immediately upon the Windows 11 update.

I was on the phone with Microsoft, which offered no advice, instead it immediately sent me to Asus. Working with Asus, I upgraded my firmware (I had already done this a couple of months ago, but went along...), Still no dice. I am waiting on Asus Level 2 support to get back to me.

I am not very keen on performing a complete wipe of my machines to reinstall an earlier version of Windows as I tried this on the Surface Pro. I wasn't vigilant and it automatically updated to the W11 build referenced above during the installation process. As such, the reinstallation process didn't solve the problem - the monitors are still not recognized via USB-C.

Has anyone else experienced something similar? Is this a known problem?

***Post moved by the moderator to the appropriate forum category.***

Answer 1

I do have a somewhat similar problem, but mine started on Windows 10 and continued on Windows 11. For me, the problem is that my Surface Book 2 and Dock 2 randomly does not recognize my Samsung 49" curved monitor on startup or waking from sleep or lock. I then have to cycle the power on the Samsung monitor for it to be recognized by Windows and my original display configuration is restored, although with icons often in disarray.

I have contacted both Microsoft and Samsung about this, but no solution have been found.

Answer 2

Hi JohnRizzuto,

Thank you for reaching Microsoft Community. I'm sorry to hear about the issue you encountered on your Surface Pro 7 and Surface Book 3 connected to a Surface Dock 2 and external monitors after a Windows 11 update.

When using the Surface Dock 2, the monitor is connected to the rear USB-C ports of the dock, may I know which ports are you using on the monitor? Is it also the USB-C port or the DisplayPort 1.2, or HDMI 2.0 port?

I'm not sure if these steps was tried already when you contacted support but please do so if not yet:

1: Update Surface Dock 2 using the MSI package

See: Update your Surface Dock (microsoft.com)

2: Clear the display cache of the device

See: Troubleshoot connecting Surface to a second screen (microsoft.com) and refer to Solution 6

Hope this helps.

Kind regards,

Marrion

Answer 3

Yes, I am using USB-C ports on the monitor. This MSI package seems to be for windows 10, but I will try.

Answer 4

I uploaded and ran the MSI files, no change.

I tried to clear the display cache; however, when trying to download the file from the link I get the error message "surface dock registry.zip can't be downloaded securely" - is there another way to get the file or clear the cache?

Thanks for your help, but nothing has changed.

Do you have any more suggestions? I am really stuck here with a pair of $800 monitors I can't use to their full ability, and I'd rather not buy an Apple, which is famous for its ease of use.

Answer 5

Hi JohnRizzuto,

Thank you for the response and details provided.

For the surface dock registry.zip that is needed to clear the display cache, I'm sorry but that is the only way we could download the file. Can you please try using another web browser and see if the same message prompts?

Proceed also in running these steps below on your Surface:

1: Run Surface Diagnostic Toolkit

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

2: Check for Windows Update

Go to Windows Settings > Update & Security and select Check for updates

Make sure all updates need are installed including Optional updates

3: Update drivers and firmware

Check what is the current OS Build of your Windows version by going to Settings > System > About. 

Go to Download driver and firmware for Surface, choose Surface Pro/Surface Book

Then click the link next to Surface Pro 7/Surface Book 3 then click Download on the next page.

Choose the .msi file that matches your current OS Build and click Next.

After downloading, run and install the .msi then Restart. 

Also, the Asus 32" ProArt Display PA329CV (ProArt Display PA329CV - Tech Specs｜Monitors｜ASUS Global) has I think 2 USB-C ports for I/O. Are you using the USB-C that has a 90W Power Delivery? If yes, let us try using the other USB-C or if possible try using the other port like the HDMI 2.0 port.

Kind regards,

Marrion