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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
    2022-06-27T15:29:41+00:00

    I have received back my monitor from Asus. Asus had the monitor for several weeks, they tested it and said it is working correctly.

    My surface book can still not detect it.

    I reinstalled Windows 11 - still cannot detect monitor!

    What else might I try?

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  2. Anonymous
    2022-06-29T12:32:18+00:00

    Marrion,

    I still have the problem....

    John

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  3. Anonymous
    2022-06-29T17:09:56+00:00

    Hi JohnRizzuto,

    Thank you for the updates. I'm sorry to hear though that still the Surface Book 3 does not detect the Asus monitor when connected directly to USB-C port of the Surface.

    Just to make sure that I get the exact picture of the concern at this moment, allow me to state the key points of the set up again:

    1. Both monitors are the Asus 32" ProArt PA329CV (ProArt Display PA329CV - Tech Specs｜Monitors｜ASUS Global).
    2. Both monitors are detected by the Surface (both Surface Pro 7 and Surface Book 3) if they are connected through the Surface Dock 2 using the HDMI port from the monitor to the rear USB-C ports of the dock.
    3. The issue is when you connect both monitors using the USB-C port on the monitor to the USB-C ports of the dock, the monitors are not detected. However, it detects the right monitor if it is the only monitor connected and when the left monitor (the monitor that was sent to Asus)is connected, the right monitor stops also. If it is only the left monitor that is connected to the dock, still the Surface is not detecting it.
    4. When testing each monitor directly to the USB-C port of the Surface Pro 7 or Surface Book 3: the right monitor works while still the left monitor could not be detected.
    5. Points 3 and 4 gives us an idea that the issue was on the monitor and that was the reason why it was sent to Asus for service. However, Asus did some test and found no fault on the monitor and so it was sent back to you.
    6. Point 3 (dual monitor connected from USB-C port on the monitor to USB-C ports of the dock) used to work before the Windows 11 upgrade.

    Are those 6 points stated above correct? If yes, the only thing that I could think that causes the issue is on the cable (USB-C to USB-C cable) that is used on the left monitor. Can you please try to change the cable on the left monitor? Before we purchase another cable though, try first using the cable that is used on the right monitor then test it connected to the dock and also connected directly to the USB-C port of the Surface.

    Kind regards,

    Marrion

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  4. Anonymous
    2022-06-30T13:55:55+00:00

    Hi Marrion,

    Taking each point individually:

    1. correct
    2. incorrect - I am using the original surface dock with HDMI to mini display port and both monitors work fine in this configuration (Note: I bought a new surface dock 2 early on and it did not solve problem)
    3. incorrect - it will detect the right monitor and not the left monitor using the surface dock 2. It will also detect the right monitor when plugged in directly to the surface book. The left monitor is not detected in any of the possible combinations or permutations (I am a computer engineer)
    4. correct
    5. correct - but I don't trust Asus, it wouldn't test it with windows - only with a Mac. I have tried the exact environment (cables, ports, etc.) where the left monitor works swapping in the right monitor. The right monitor still doesn't work. All my testing points to a monitor problem, which is why I sent it to Asus....
    6. It worked on Windows 11 until a cumulative upgrade - AND an installation of some sort of firmware or driver for the surface dock 2, I wasn't sure what it was, but I saw it in control panel under programs. It was removed when i reinstalled windows 11 and has not reappeared.

    As mentioned above I have tried the left monitor in the exact same environment where the right monitor works. I have bought new cables, a new surface dock 2, did a clean install of Windows 11, tried to recognize the monitor by plugging directly to laptop, nothing. It does point to a monitor problem.

    I have bit the bullet and ordered a new monitor, I will try this. I expect that this will work. The new monitor arrives tomorrow (7/1). If it works, then I will have ammunition to get Asus to replace my monitor. We'll see. If this last step doesn't work, I fear I have no choice but to order new monitors from a different manufacturer....

    I suspect this is a driver or firmware problem with the monitor that somehow got corrupted (I installed new drivers from Asus and while my monitor was with them they told me they upgraded the firmware) that prevents Windows from recognizing the monitor on USB-C, but not a Mac.

    You'll really earn your computer engineering chops if you solve this problem!!

    John

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  5. Anonymous
    2022-07-01T15:31:55+00:00

    Hi JohnRizzuto,

    Thank you for the clarifications. Yes, I agree that it is likely an issue with the monitor considering that the other monitor is detected while the other one is not even when they are connected directly to the USB-C port of the device and of the same make and model. Let us try and see how it goes with the new monitor you ordered. Hopefully, it would work fine.

    Please update us once you have received and tested the new monitor.

    Kind regards,

    Marrion

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