Display setting with external monitor (Show only on 2) not being remembered after Surface Pro 6 woken from Sleep

Question

I have my Surface Pro 6 connected to an ASUS 4K monitor via the custom Surface Dock using mini–Display Port to Display Port cable with the option of "Show only on 2", with 4K resolution for 2. With the latest Windows 11 Pro update (KB5016629), whenever the computer is woken after sleep, it forgets my preferred Display settings and reverts to duplicating the display at a lower (HD) resolution. This problem kept coming and going with Windows 10 as well but went unresolved (see previous locked post Display setting (Show only on 2) not being remembered after - Microsoft Community). Clearing the display cache per (Troubleshoot connecting Surface to a second monitor) hasn't helped. Display driver for Intel UHD Graphics 620 is version 27.20.100.8681 and that shows as latest. Interestingly I didn't see this problem with my Surface Pro 7 on the exact same configuration (latest Windows 11 Pro, same dock/cable/monitor).

Answer 1

Hi RahulKapoor,

Thank you for reaching Microsoft Community and apologies for the inconvenience this has caused you considering that this had been going on for a long time already.

May I know the exact model of the Asus monitor that you are using?

are you using a directly mini-DisplayPort to DisplayPort cable in connecting the monitor to the dock or an adapter is being used in between? Is it a passive or an active adapter?

How about if the monitor is connected directly to the mini-DisplayPort of the Surface Pro 6, does the same behavior also occurs? This is for us to isolate further if the issue is caused the by the Surface Dock or the on the Surface Pro 6 itself.

Also when you wake the device up and issue occurs, please try to press Windows key + CTRL + Shift + B to reinitiate the display driver of the device and see if it automatically fixes the issue.

Please try also updating the dock again using the Surface_Dock_FwUpdate_1.53.139_Win10_17763_20.075.41193_0_AMD64.msi file (see; Microsoft Surface Dock 1 Firmware Update - Surface | Microsoft Docs) and see if it helps.

I'd love to provide you with the troubleshooting steps right now to fix the problem. I am afraid that we may have to wait for the above answer first so that we can provide the necessary information. Once we collect all the information, we will formulate the feasible resolution to help you with your case or if we need you to refer to the support that suits your problem.

Kind regards,

Marrion

Answer 2

Monitor: ASUS PB287Q.

Cable: Direct mini-DisplayPort to DisplayPort, no adapter.

I suspect the issue is with Surface Pro 6, as (per my earlier note) Surface Pro 7 with the same dock, cable, monitor and Windows build didn't show the problem. BTW I just reset my Surface Pro 6 and installed Windows 11 after wiping off everything from the machine, but this problem showed up right away. I have updated the dock firmware as well.

Pressing Windows key + CTRL + Shift + B when I was in my desired configuration (Show Only 2) reset it to the undesired Duplicate display configuration. Pressing Windows key + CTRL + Shift + B when in the undesired Duplicate display configuration made no change.

Answer 3

Hi RahulKapoor,

Thank you for the response and for providing the details.

For this case, I suggest that we contact our live support for us to do a remote session on your Surface Pro 6 and investigate further on what may caused the issue. You may contact them through the numbers listed in Global Customer Service phone numbers (microsoft.com) under For Business users. This works with Home users also, just select Surface then Home as a type of user in the IVR prompt. You may also reach them through this page: Contact Us - Microsoft Support following the steps below:

1: Go to Contact Us - Microsoft Support and sign-in your personal Microsoft Account

2: To make sure you are using the correct locale of the page, click the Globe icon on the lower-left corner of the page then select the country you are in.

3: Click Get support

4: On the Describe your issue box, type in Contact support then click on Get Help

5: Click on Contact Support at the bottom

4: On the next page, select Surface then Technical support then choose your Surface model and click on Confirm

5: These options should appear depending on which is available on you country. It would also show the available time of support if in case you accessed the page out of the time of operations.

       You may select **Provide your phone number and a support agent will call you** option and you will be ask to select and confirm your phone number then click **Confirm**. You will then receive a phone call from support in a while. 

      Selecting **Chat with support agent in your web browser** will ask you to confirm the email address associated with your Microsoft Account then click **Confirm**. 

Kind regards,

Marrion