Dock to Monitor Issue - screen periodically going black for a moment

Question

my dell monitor and surface dock are having an issue. the screen goes black for just a moment on a regular basis. it's obviously a dock to monitor issue and based on research it's the monitor that's having the issue with the dock. many ideas circulated on the internet. i have updated drivers etc. etc. not sure what to do other than throw monitor against the wall.

there was something about changing the registry which is admittedly above my head. i can try that, but it wasn't surface dock specific. seemed to focus on dell docks so wasn't sure.

issue doesn't occur when i plus usb-c to hdmi directly into laptop so it's some monitor issue communicating with dock. i have also reset the monitor.

appreciate any help.

Answer 1

Hello Miano,

Thank you for posting in Microsoft Community.

I appreciate you raising this concern to us, and I understand that you're having issues with your Surface Dock and Dell monitor connection. You got me here; we'll definitely sort this out together. Allow me to ask few questions to understand more the issue:

• What are trying to do with the Surface Dock to Dell? Are you trying to display the Dell Computer as an external monitor?
• What specific model of Surface Dock you have, see this link: Identify your Surface Dock and features - Microsoft Support
• What is also the specific model of your Dell computer?
• Do you have a Surface Device connected to your Surface?

For now, please try these steps to isolate the issue:

1. Try to update the Surface Dock, check this link: Update your Surface Dock - Microsoft Support
2. Try to disconnect all connected devices to the Surface dock and check if issue persists still in Dell.
3. Check for updates in your Dell Computer.

Please let me know if that works. Hopefully this helps.

Best regards,

Rolando S.

Answer 2

Thank you Rolando. I own a dell monitor. It's a few years old. I have used a surface one and now a surface two dock to connect to it and use it as an additional screen. i connect a myriad of laptops to it, but always a microsoft surface, surface book etc. i do not have a dell computer.

the monitor is a dell P2719H i believe.

surface dock has been updated.

i have disconnected the usb-c to hdmi from the dock and put directly into a laptop. the issue goes away.

i have updated the monitor.

the issue isn't with the dock though. i have done alot of internet research and the monitor seems to have an issue with an assortment of docks. i just haven't seen any forums specific to the surface dock. one forum had registry keys form dell they say work 80% of the time, but i am not sure how to do that and would want to be sure it was right before trying.

here's the link, first post from admin has details - https://www.reddit.com/r/sysadmin/comments/13xi5oy/update\_from\_dell\_on\_usbc\_dock\_situations/

thank you.

Answer 3

Hello Miano,

Thank you so much for your response and sorry to hear that the issue persists to happen. I forgot to ask earlier:

• Does the Surface Dock 2 ad your Dell computer worked before?
• Or this is the first time you're connecting it?

Base on the resource you have attached, it also states there that the possible reason is the refresh rate from the settings. Let us try to adjust the refresh rate for your device. To do that, follow these steps:

1. Select Start  > Settings > System > Display > Advanced display.
2. Next to Choose a refresh rate, try to lower down the refresh rate.
   The refresh rates that appear depend on your display and what it supports. Select laptops and external displays will support higher refresh rates.

To know more, you can check this link: Change the refresh rate on your monitor in Windows - Microsoft Support

Please let me know if this works.

Regards,

Rolando S.

Answer 4

thank you for your swift reply rolando. yes, the dock and the monitor used to work fine. for at least 2-3 years.

a lower refresh rate doesn't seem to be available. i tried this after seeing something suggesting trying 30, but alas 59 was the lowest option available when i last tried.

thanks.

Answer 5

Hello Miano,

Thank you so much for your response and for letting me know what happened. Allow me to ask a question:

• How long is your HDMI cable? Is it within 6 feet or lower?

For the meantime, please try using the Display Port of your monitor instead of HDMI.

Please let me know how it goes.

Regards,

Rolando S.