Surface Pro 7+ won't sleep or hibernate when attached to additional display devices

Question

My new Surface Pro 7+ will not sleep or hibernate when attached to additional display devices. The sleep and hibernate works fine when detached. My old Surface Pro 4 also sleeps and hibernates when attached to the same additional display devices. This Surface Pro 7+ is a replacement because the original 7+ had the same problem and no one could figure out why so MS replaced it - alas, no change too the problem.

Answer 1

Hi John Johnston2,

Thank you for posting in Microsoft Community.

I understand that you are experiencing issues with your Surface Pro 7+ when attached to additional display devices. This could be caused by a number of factors, including power settings, drivers or could be on the external display settings. I would like to ask some questions so we can further isolate your issue and formulate appropriate troubleshooting steps.

• How many external monitors are connected to your device?
• May I know what is the make and model of the external you've used?
• What about the cable that being used?
• What is the build version of Windows you are currently running?
• Did this occur during the first set up or was it happen at random?

I truly want to help you with this, but in order to provide you the proper troubleshooting instructions, I might need the following information first.

I hope to hear back from you.

Kind regards,

Lavenia

Answer 2

Thanks for getting back to me. Answers:

• There are 3 external monitors
• 2 X VA2446 and 1 X VA2855
• 1 serial to optical, 1 HDMI to optical, 1 serial to serial into a Startech adapter and then USB -- all of these are feeding into a docking station
• Win 10 Pro, V21H2, OS Build 19044.3086
• It has always happened with this new machine.

Please note, the setup works perfectly with my Surface Pro 4. It is only the new one that doesn't work.

Edition Windows 10 Pro

Version 21H2

Installed on ‎10/‎27/‎2023

OS build 19044.3086

Serial number 0*****

Experience Windows Feature Experience Pack 1000.19041.1000.0

.

Answer 3

I appreciate your for addressing all the questions I ask and providing us photos.

I recommend trying the suggested solutions from this article Troubleshoot connecting Surface to an external display - Microsoft Support which include in clearing your display cache.

Additionally, check Device manager, under Universal Serial bus controllers and check all the drivers listed if the Power Management tab is available. If it is, make sure that "Allow this computer to turn off this device is checked. Also, check your power settings and ensure that they are configured correctly.

Answer 4

Unfortunately none of these items solved the issue. All USB controllers were set to allow computer to sleep, and the display cache clearing did not work.

Answer 5

Could you please provide a screenshot showing the power options? Go to Control panel > Hardware and sounds > Power options. Take a screenshot of all the options you have on the list.

You may also try to restore your power settings to default and see if problem persist.

1. Open the command prompt.
2. Type in powercfg –restoredefaultschemes then press the enter key.
3. Exit the command prompt.