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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
    2022-06-01T13:24:07+00:00

    Hi John,

    I would just like to check if you were able to discuss with Asus already about the monitor. How did it go?

    Kind regards,

    Marrion

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  2. Anonymous
    2022-06-01T13:35:16+00:00

    Asus first told me the monitor was functioning correctly - but that was only with a MacBook Air. I went through the exact situation I am having and reviewed the same setup and asked them to do more extensive testing mimicking my environment (Windows; dual monitor setup). That was last Friday. I am waiting to hear back.

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  3. Anonymous
    2022-06-07T20:30:55+00:00

    Hi JohnRizzuto,

    I just want to check if you hear back from Asus support already regarding with the monitor that is being tested.

    Kind regards,

    Marrion

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  4. Anonymous
    2022-06-08T11:02:17+00:00

    Hi Marrion_Y,

    My last conversation (last week) with Asus was that it was unable to recreate the problem using a MacBook Pro and they wanted to return the monitor. I told them I wanted them to recreate my environment (dual monitors running windows 11) before they reached a conclusion on the monitor.

    I requested a new monitor.

    I have not heard back.

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  5. Anonymous
    2022-06-15T23:21:05+00:00

    Hi JohnRizzuto,

    Good day.

    We would just like to check regarding with the monitor that you sent to Asus. Have you heard back from them since the last time you talk to them? Were you able to get the replacement already and test it on your Surface?

    Hope to hear from you.

    Kind regards,

    Marrion

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