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Windows 11 update: Failure to detect USB-C monitors

Anonymous
2022-04-16T17:16:29+00:00

On April 14th, I updated my Windows 11 PCs (Surface Pro 7 and Surface Book 3) to build KB5012592. Since that time, I have tried two different Surface Dock 2s and neither, with either PC, recognizes my monitors via the USB-C ports. Finally, I switched back to the Surface Dock and both PCs recognize my dual monitor setup using HDMI. I am running two Asus 32" ProArt (model: PA329CV) monitors.

This problem materialized on both PCs, for both monitors, immediately upon the Windows 11 update.

I was on the phone with Microsoft, which offered no advice, instead it immediately sent me to Asus. Working with Asus, I upgraded my firmware (I had already done this a couple of months ago, but went along...), Still no dice. I am waiting on Asus Level 2 support to get back to me.

I am not very keen on performing a complete wipe of my machines to reinstall an earlier version of Windows as I tried this on the Surface Pro. I wasn't vigilant and it automatically updated to the W11 build referenced above during the installation process. As such, the reinstallation process didn't solve the problem - the monitors are still not recognized via USB-C.

Has anyone else experienced something similar? Is this a known problem?

***Post moved by the moderator to the appropriate forum category.***

Surface | Surface Book | USB-C

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2022-07-07T22:08:16+00:00

    Hi JohnRizzuto,

    Apologies for the delay in getting back as I was also checking here on what could the other steps we could do to help. Thank you also for the updates and added details but since our access here in the Community is limited, I suggest contacting our live support on this to have the device checked or whatnot have this escalated to a higher support. I'm sorry if we were not able to resolve the issue here in the Community. It would be best if this will be handled by our live support team since they have the appropriate tools needed.

    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.

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    3: Click Get support

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

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    5: Click on Contact Support at the bottom

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

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    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.

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           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

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