My Surface Pro won't connect to a 4K LG Monitor

Question

I have tested the lead in a Macbook Air and it connects perfectly. I plug it into my Surface Pro 8 and I get nothing. The monitor doesn't respond at all, just stays blank. I can't find a solution anywhere. I am using a USBC to HDMI. The LG Model 27UL500-W.

To add to my frustration I found this forum and when I try to correct errors in my text the cursor will not respond to any mouse clicks. It dissapears completely from the screen. I reload and I get the same thing. I have to click my trackpad about twenty times to get the cursor to reappear and it will only appear at the end of the text!

Very disappointed in Microsoft right now. This is a brand new Surface laptop and I would have expected to be able to connect it to a monitor just as simply as I can a Macbook. Not being able to type a question properly into their own web forum is the icing on the cake.

Answer 1

Hello neryslemon,

Thanks for reaching Microsoft Community. We're sorry to hear about this issue on your device. We totally how frustrating it is that your device won't connect to your monitor.

If I may ask, were you using a dock to connect to the external monitor? Were there any changes made on the system settings prior this issue happened?

This might be due to display driver issue, software conflict or corrupted system files. In the meantime, please give these methods a try and observe if issue persists or not:

Force a shut down and restart your Surface

• Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

Run the Surface Diagnostic Toolkit

• In the search box on the taskbar, type Surface Diagnostic Toolkit, then select it in the list of results.
  If it's not already installed, you can download it from the Microsoft Store.
• Follow the on-screen instructions in the Surface Diagnostic Toolkit.

Update Windows. Ensure all pending updates are installed.

• Select Check for Windows updates. Or select Start > Settings > Windows Update.

Manually install drivers and firmware for Surface

• Check what is the current OS Build of your Windows version by typing winveron the search barnear the Windows logo.
• Go to Download driver and firmware for Surface**,**choose (your Surface model) then click Download.
  Choose the .msi file closest to your current OS Build and click Next.
  After downloading, run and install the .msi then Restart.

Run the System File Checker in Windows

• In the search box on the taskbar, type Command Prompt, and right-click or press and hold Command Prompt (Desktop app) from the list of results. Select Run as administrator, and then selectYes.
• Type DISM.exe /Online /Cleanup-image /Restorehealth (note the space before each "/"), and then press Enter. (**Note:**This step may take a few minutes to start and up to 30 minutes to complete.)
• After you see a message that says "The operation completed successfully," type sfc /scannow (note the space between "sfc" and "/") and press Enter.
• After you see a message that says, "Verification 100% complete," type exit.

Also, see and follow the troubleshooting guide on Troubleshoot connecting Surface to a second screen.

I hope this helps. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

Kind regards,

StevenK

Answer 2

They fixed the annoying bug in the editor here - it was a real challenge to use the forums with these issues.

Sometimes cables that work fine on other devices just don't work with Surface. Microsoft Surface USB-C to HDMI Adapter | USB Type C to HDMI - Microsoft Store is the recommended cable - see https://support.microsoft.com/en-us/help/4023496

Answer 3

Hi neryslemon,

Just jumping in to personally apologize for the recent bug in the forum editor and confirm that it has been fixed. You shouldn't experience this frustrating bug again when you reply to your thread.

Thanks for your patience,

Suzy

Answer 4

We have noticed that you haven’t replied to our last response. We would like to know if you still need assistance with your concern. If yes, kindly reply back so we can further assist you.

Hope to hear from you.

Answer 5

We still have not received any response from you in the last 72 hours. Please feel free to create a new thread if you have different and new concerns.

Should you have any questions, please do not hesitate to let us know.