Surface Laptop 4 Displayport recieving correct information from monitor but not sending any video

Question

Surface laptop 4 works fine with USB 3 to HDMI with HP 24E monitor. Tried with Displayport to USB3 which works with the other Surface pro computer we have.

Surface Laptop 4 picks up that it is connected to the HP monitor and recieves all the correct information but does not send any video to the monitor.

Have checked and updated all drivers and updates, cable works fine and the USB 3 port also works.

The cable did work for a while when first tried.

Answer 1

Hi Guy Cowan,

Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you.

I am aware that you are having problems using a Display port to USB3 cable to connect your Surface Laptop 4 to your external monitor (a HP 24E monitor). I am here to help and let us work on this together.

• Can you confirm if the cable you're referring to is the USB-A or USB-C to display port cable? Take note: The Surface Laptop 4's single full-size USB-A facilitates data transfer. Up to 10Gbps of extremely fast data transfers. While the USB type C 3.2 Gen 2 connections supports charging and display output.
• What build version of Windows are you on?

Kindly try the following steps below.

Check the video input settings.

Make sure your external display is configured to the current port if you've connected your Surface to one. For instance, the external display you connect to through DisplayPort needs to be configured to accept DisplayPort as the video input signal.

Check the port version setting on the external display.

Most external displays have an on-screen menu that adjusts the port version used by the display. Adjusting this setting may produce better results.

Follow the instructions in the display's manual or check the manufacturer's website.

Clear your display cache.

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.

Manually update drivers and firmware

Check what is the current OS Build of your Windows version. On the search box type Winver and hit the enter key.

Go to Download driver and firmware for Surface, choose Surface Laptop. Then click the link next to Surface Laptop 4 then click Download on the next page. Choose the .msi file that matches your current OS Build and click Next. After downloading, run and install the .msi then Restart. 

The troubleshooting can be found at Troubleshoot connecting Surface to an external display - Microsoft Support.

Kind regards,

Lavenia

Answer 2

Kia ora

Tried all of this but no luck.

Answer 3

We're sorry if none of the solution works. I need the following details to help us further isolate the issue.

• Can you confirm what exact cable do you used? A photo would be more helpful.
• Kindly check device manager for any driver error when using the display port cable? You can send us a photo of the error.

In the search box on the taskbar, enter device manager, and then select Device Managerin the list of results. Check for any driver that shows a yellow triangle mark.

Answer 4

Hi Guy Cowan,

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

Thank you for understanding. 

Kind regards,

Lavenia