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Surface Pro 7 - USB-C Travel Hub - KVM Switch Monitor not working

Anonymous
2021-11-13T03:39:45+00:00

The external monitor is detected by the Surface, but the display isn't working properly.

The monitor displays static noise, like an analog TV with no antenna.

I've tried windows update.

I've tried Surface diagnostics toolkit.

The HDMI cable works fine when plugging directly into the monitor from the travel hub.

I've checked for driver updates.

The keyboard and mouse work perfectly fine on the Surface via the KVM switch.

There is a Dell laptop connected to the monitor via the KVM switch and that works fine.

The PWAY KVM Switch runs up to 4k @60hz.

The surface knows the monitor is a Samsung C49RG9x running at 59.968hz (Same when directly connected from travel hub to monitor)

When I reduce the resolution from 3840 x 1080 to something smaller, you can see the size of the pidw1xels in the noise get larger.

Surface | Accessories | Surface Dock

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  1. Anonymous
    2021-11-15T20:53:28+00:00

    Hi PWAY KVM Switch,

    Thank you for reaching Microsoft Community.

    Is this the first time that you connect the monitor using the travel hub or this used to work before and suddenly the issue occurs?

    just to make sure also, the KVM switch is connected to your Surface Pro 7 through the USB-C port then the USB-C Travel Hub is connected to the USB-C port of the KVM switch and the monitor is connected to the HDMI port of the travel hub, correct?

    Let us first to troubleshoot without using the KVM switch. Connect the USB-C Travel Hub directly to the Surface Pro 7 then please try to open Device Manager, expand Monitors then right-click the driver for your Samsung C49RG9x and select Update device. Select Search automatically for updated driver software. This to check if an updated driver is available. Please check also with Samsung support if an updated driver is needed.

    If the issue persist, please try to clear the display cache of the Surface. See: Troubleshoot connecting Surface to a second screen (microsoft.com) and refer to Solution 6. Try also to lower the refresh rate of the external monitor (Samsung C49RG9x) to 30Hz through Windows Settings > System > Display.

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  2. Anonymous
    2021-11-17T13:38:52+00:00

    Hi Staeven,

    We have noticed that you haven’t replied to our first response yet. We would like to know if you still need some assistance on the concern raised. If yes, please reply back for us to further assist you.

    Hope to hear from you.

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  3. Anonymous
    2021-11-21T00:49:58+00:00

    Thanks Marrion_Y for your reply and apologies for talking so long to get back to you.

    No, the monitor works fine with the travel hub. This is the first time I've used the KVM switch with the Surface/travel hub.

    I have tried updating drivers and everything is up to date, monitor, graphics drive, travel hub.

    I cannot lower the refresh rate, 59.968 is my only option with the C49RG9x.

    There must be some issue with the PWAY KVM Switch(4K@60hz HDMI USB SWITCH [2x1]) passing through the video from the surface.

    NB. The monitor works fine passing through video from a Dell laptop. I have tried swapping ports on the switch and the laptop works perfectly well on either switch port.

    Regards,

    Staeven

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