External monitors reset when using collaboration software...

Question

Whenever I am using some sort of collaboration software (Teams or Zoom), something happens eventually.

I have a Windows 10 Build 20H2 laptop with two external monitors. Sometimes it has two external desktop monitors connected to a universal docking station that is connected to the laptop via USB. Other times, there are two external USB monitors connected to a USB hub that is also connected to the laptop via USB.

The problem is that on occasion when using a collaboration product, like Zoom or Teams, where different windows are on the different monitors, the images freeze, the external monitors go black and the windows jump back to the laptop monitor. After a couple of seconds, the external monitors go active again. I then have to move the windows around again.

There doesn't seem to be a pattern when it happens.

The laptop in question is a HP ProBook 650 G4 with an Intel UHD Graphics 620 (v 27.20.100.9079) and DisplayLink (v 10.082.0).

Any thoughts??

Answer 1

I have wondered about that, but if it was the connection of either the monitors or the USB connection, wouldn't it act up at other times other than just when using Zoom or a Teams video call. Sorry that I didn't add it that this was only happening on Zoom or Teams video calls.

Also, I have two monitors connected to a universal docking station and this happens to both monitors at the same time. I suspect that it is a software (i.e. video driver) problems, a Windows 10 issue or maybe a USB issue.

Any thoughts on how narrow it down?

Answer 2

Hi Delon,

Thank you for your response and for this information.

May I know if you can test using a different universal docking station?

I also did some research on the proper set up of Teams using dual monitor, I saw an article from Microsoft to enhance users experience on this, here is the link

https://mspoweruser.com/microsoft-teams-to-get-...

I also saw an article about the proper set up using dual monitor.

https://efficiency365.com/2020/06/14/dual-monit...

DISCLAIMER:

There's a link above from the non-Microsoft website. The page appears to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.

Best Regards and Happy New Year!

Regie S.

Answer 3

Hi Delon,

Thanks for reaching out! I’m Regie S an Independent Advisor and a Microsoft Teams user like you.

Apologies for this inconvenience.

based on your description, you can also experience the issue both on Zoom and Teams, I would like to assume that this case is above the application, you can check your hardware setup, especially the connectivity of the external monitor or your USB socket, it shows that it was losing signal from the host PC temporarily that is why the display is reverting to the host PC and then suddenly return to normal.

Hope this helps and please let me know if you have further questions

Best Regards,

Regie S.