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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.***
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.
Hi JohnRizzuto,
We have noticed that you haven’t replied to our last response yet. We would like to know if you still need some assistance on the concern raised. If yes, please reply back for us to further assist you.
Hope to hear from you.
Kind regards,
Marrion
Sorry for not replying. I am on vacation and will return home on Saturday and have a list of options to try.
I appreciate your continued involvement in trying to help me find a solution.
Please be patient and look for an update after I try some options this Saturday and Sunday.
Thank you.
Hi JohnRizzuto,
I would like to check if you were able to try the steps and tests suggested on our previous reply? How did it go?
Hope to hear from you.
Kind regards,
Marrion
Hi Marrion,
Prior to trying to download firmware, I noticed an interesting issue. My right monitor is only recognized when the left monitor is not plugged into the right usb-c port. If I unplug it, the computer picks up the right monitor and works fine. It seems the issue is when they are both plugged into together in particular ports.
Under no circumstances was I able to ever get the surface to recognize the left monitor on its own or in combination with the right monitor. The right monitor also worked when plugged directly into the surface book's usb-c, but the left monitor could not. I spoke with ASUS, who suggested sending the monitor back for service.
Hi JohnRizzuto,
Thank you for the update.
Please try first lowering the refresh rate of the monitors. The Asus 32" ProArt Display PA329CV has a native refresh rate of 60Hz maximum, kindly to lower it to 30Hz in Windows Settings > System > Display. Once you lower the refresh rate on the first monitor that is being detected, see if the device will then be able to detect the second monitor.
I would like to confirm also if you were able to perform the clearing of display cache on the device?
If still the issue persist, I guess we'll have to go with what ASUS advised first which is to send the monitor for service. Let me know what you think.
Kind regards,
Marrion
