my Laptop surface 4 does not connect to the monitor through USB C to HDMI

Question

Dear Microsoft Support,

I'm having an issue with my Surface Laptop 4—it won't connect to any external display. Even peripherals like my mouse, which work when connected directly to the laptop, do not work when plugged in through the adapter.

Troubleshooting steps I've already tried:

Fully updated Windows

Restarted the laptop multiple times

Verified all display and connectivity settings

Tried at least 10 brand-new USB-C to HDMI and USB-C to DisplayPort adapters (all of which work fine with other laptops)

Tested with a brand-new KTC monitor, which works perfectly with other devices

Also tested with a TV, and the laptop does not connect to it either

Despite these efforts, my Surface Laptop 4 still doesn't detect or output to any external screen.

I have a few questions:

Is this a known issue with the Surface Laptop 4?

Is there an inexpensive adapter that you officially recommend or know works reliably with this model?

Is there a chance it will work at all, or could this be a hardware fault (e.g., the USB-C port or internal display controller)?

Your guidance would be greatly appreciated, especially before I return all adaptors I bought for this.

Thank you,

Answer 1

Thanks for your response. I’ve already done a hard reset of the USB-C port by holding the power button for 20 seconds.

Could you let me know how I can run the Surface Diagnostic Toolkit for a full hardware scan? Also, what’s the best way to update all firmware and drivers? A link or detailed steps would be really helpful.

For context, I’m using a passive USB-C to HDMI adapter and have also tried a different USB-C hub, but the issue still persists.

Appreciate your help and guidance—thanks again!

Answer 2

Hi Ava Rezaee! Thanks for reaching out. I understand you're having trouble connecting your Surface Laptop 4 to external displays via USB-C to HDMI, and even peripherals aren't working through the adapter.

|Possible reason. The USB-C port on the Surface Laptop 4 must support DisplayPort Alternate Mode to transmit video, but if this mode fails due to firmware, driver issues, or hardware faults, video output won’t work—even with a working adapter; although Microsoft addressed related USB-C issues in April 2024 updates, the port is soldered to the motherboard and not user-replaceable if defective.

To fix the issue, perform a hard reset of the USB-C port by holding the power button for 20 seconds, update all firmware and drivers, run the Surface Diagnostic Toolkit for a full hardware scan, and if the problem persists, contact Microsoft Support as the USB-C port may be faulty at  Contact Us - Microsoft Support

Have you installed the latest firmware update from April 2024? Also, are you using an active or passive USB-C to HDMI adapter, and have you tried connecting through a Surface Dock or different USB-C hub?

Best regards,
Lucky Charm