Laptop Go 2 External HDMI monitor stopped working

Question

External HDMI monitor connected via USB-C to HDMI adapter. Worked fine for months. Recently stopped working. Things I have done:

1. Tested the HDMI connection on the monitor, (works fine, tested it with a desktop computer).
2. Plugged my phone into the laptop via USB-C and the laptop detected the phone, so I'm guessing the USB-C port is working.
3. Replaced the USB-C to HDMI adapter, No luck.
4. Removed display adapter driver
5. Updated firmware : SurfaceLaptopGo2_Win10_19044_23.040.1114.0.msi (5/18/2023)
6. Ran the suggested Surface Dock Registry file to remove the display adapter cache (simply removed 2 registry keys) and that made no difference.

Seems like there was an update on the Laptop Go 2 that broke HDMI connectivity.

Has anyone else seen this issue?

Answer 1

Hi StipMan,

Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you. I am here to help and let us work on this together.

Let me ask few questions to help us further isolate the issue.

• May I know what is the make and model of the monitor you use?
• What build version of Windows are you on?
• Were there any changes made prior to this issue to happen?
• Is there a chance for you to test another external monitor on your Surface using the same cable?

For troubleshooting guide, see Troubleshoot connecting Surface to an external display - Microsoft Support. You can simply skip the ones you've already done.

I hope to hear back from you.

Kind regards,

Lavenia

Answer 2

I tied connecting to my Samsung monitor which used to work but no longer does

Tried with my HP 27YH monitors which work fine with my PC but do not work with the laptop

Running Windows 11 22H2 (22621.1702)

When I plug in the monitor to the USB-C port, I get no indication anything has connected (no standard USB device connected audio alert or other pop up)

This used to work without issue. I think some Windows update has broken this functionality

Answer 3

Do you remember whether any updates were installed before this problem occurred?

Try to check Windows updates history and see if any recent update is installed. You may try to uninstall the updates and see if problem persist. Here's how: How to uninstall a Windows update - Microsoft Support

Answer 4

I do not know what updates Microsoft has deployed to my laptop. I use the external monitor every other week (approximately) so something changed in the last 3 weeks or so. I've had several security updates, Cumulative updates, .Net Update etc

Answer 5

Based on Surface Laptop Go 2 update history - Microsoft Support, there was an update release last May 18.

• Do you remember the precise date that this problem occurred?
• Will you check that the drivers listed below are up to date in device Manager?

Also please try to clear the display cache again using the Surface Dock registry file.

Here's how to clear your cache:

1. Undock your Surface from the Surface Dock or disconnect the monitor from your Surface.
2. Download the Surface Dock registry file. Choose to Openthe file. This file will clear your cache, whether you have a dock or not.
3. Select and run surface dock registry.reg.
4. Select Yesto allow changes to your Surface, select Yesto confirm, and then select OKto close.
5. Restart your Surface, reconnect the Dock and/or monitors, and try your external display again.

The steps are listed under solution 9 of the troubleshooting link I supplied in my initial response.