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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
    2022-05-12T12:28:37+00:00

    Hi JohnRizzuto,

    Good day.

    I would like to check on our case here. Have you received the replacement monitor from Asus already? Were you able to test it on te Surface already and how is it doing now?

    Hope to hear from you.

    Kind regards,

    Marrion

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  2. Anonymous
    2022-05-16T21:10:35+00:00

    Hi JohnRizzuto,

    We have noticed that you haven’t replied to our last follow up message. 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

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  3. Anonymous
    2022-05-18T13:16:47+00:00

    Hi JohnRizzuto,

    We still have not received any response from you since our last follow up message. Please do not hesitate to create a new thread for further concerns. We hope that the issue you reported to us has been resolved. We personally understand that finding time to work on this matter can be a little difficult to manage.  Thus, we would like to let you know how much we appreciate your patience and most importantly the time you've dedicated to getting a resolution for this issue of yours.

    Thank you for spending time here in the Community.

    Kind regards,

    Marrion

    1 person found this answer helpful.
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  4. Anonymous
    2022-05-18T13:49:17+00:00

    Marrion,

    Rather than just spew words, why don't you support the spirit and meaning of the things you say?

    Evidently, your patience has worn thin. I am sorry I am not responding to you fast enough to satisfy your requirements.

    For some of us, we are lucky enough to use Apple products at work and are still stuck with Windows products at home, which is the case here. If I am not responsive enough for you, I don't know what I can say or offer you. I am having to fix problems with Windows on my personal time, can you show a little patience???

    When the problem is resolved I will let you know, until then can you please keep this as an open ticket, I understand that you think your time is more valuable than mine, from my perspective that is awfully rude and inconsiderate.

    John

    6 people found this answer helpful.
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  5. Anonymous
    2022-05-18T15:21:53+00:00

    Hi JohnRizzuto,

    First of all we would like to let you know that was never our intention to make you feel this way or think of us this way. We are simply following process on our end for follow up. We sincerely apologize if our action made you feel this way. We have reopened your case and we can still continue our conversation here. In fact, if we close the thread, you can simply ping us back and we would reopen it immediately.

    We'll wait for your further updates.

    Kind regards,

    Marrion

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