Windows 11 update: Failure to detect USB-C monitors

Hi Marrion,

Bad news.

I received the new monitor and no difference. Windows did not recognize it. I switched the infrastructure from the second monitor with the new monitor to no avail - the second monitor worked under the new monitor's infrastructure, while the new monitor would not work with the second monitor's infrastructure (which had been working with the second monitor).

However, a change in behavior did occur.

After rebooting, the second monitor is no longer recognized!! I tried every permutation and combination over several hours to get the system to recognize what had been the "working" monitor. Nothing. Now, consistently, Windows does not recognize either monitor when connected to the USB-10 port, either through the docking station or when connected directly to the Surface Book.

I tried getting it to work using my Surface Pro 7 under Windows 11 - Windows failed to recognize the monitors with this PC as well.

So now, I have two monitors that work fine under HDMI, but neither works under USB-C - on two different computers. It is now clear this isn't an issue with the monitors.

Microsoft needs to go back to the drawing board with USB-C support.

In the meantime, can you instruct me how to rollback to an initial release of Windows 11- where my configuration was working, or, better yet, to Windows 10? Remember, this problem began after an update to Windows 11 was installed in April.

Thanks for your help and I look forward to your instructions on how to roll back Windows.

Thanks,

John

Hi JohnRizzuto,

Sad to hear the bad news and worst, the previously working monitor stopped working also.

Before we proceed with rolling back Windows, please try again running the registry file to clear the display cache like before (Solution 6: Troubleshoot connecting Surface to a second screen (microsoft.com)).

I also found this Firmware file for the monitor which mentions USB-C compatibility enhancement: ProArt Display PA329CV｜Monitors｜ASUS Global. Kindly try downloading the file on the device and install it then see it helps.

Regarding with rolling back Windows, I'm sure that the Previous version of Windows option in Windows Settings > System > Recovery is not available anymore at this point. So to rollback Windows on the device, we only have the option to do a fresh reinstall of Windows using a Windows 10 Surface Recovery Image (Surface Recovery Image Download (microsoft.com)) which would basically delete everything on the device or we could also try to uninstall some of the updates that were installed last April. To try uninstalling some of the updates, kindly take a screenshot first of the Update history of the device for us to see which updates were installed around April and share it with us here.

Kind regards,

Marrion

Hi Marrion,

I have good news and bad news.

The good news is that when I cleared the cache, the left monitor started working! Unfortunately, the right monitor is not recognized. :(

I also upgraded the firmware.

This confirms that it is a Windows/software problem as both infrastructures for both monitors have been able to work. It is only in dual display mode that they don't work... I've cleared the display cache several times to see if that would help.

BTW, if i disconnect the first monitor the second monitor still fails to work either directly when connected to the Surface Book or through the Surface Dock. The second monitor is now displaying all the characteristics that the first monitor displayed during our troubleshooting process.

Updating the history and ignoring all the steps we took to confirm this wasn't a hardware problem. Here is where we are from the beginning:

1. Both monitors working perfectly in dual display mode via Surface 2 Dock and USB-C connections from February to mid-April.
2. Cumulative upgrade of Windows 11 in mid-April
3. Both monitors not being recognized on USB-C
4. Cleared the display cache (April)
5. "Left" monitor not being recognized "right" monitor is being recognized
6. Clean installation of Windows 11
7. Cleared display cache (July)
8. Left monitor is now being recognized on USB-C and the right monitor is not being recognized

Since we reinstalled Windows 11 the upgrade history is not available. BUT, if you go to my very FIRST MESSAGE on this string I specifically name the BUILD NUMBER where this problem started happening.

This is important information, and these are important clues. With a build number and such discreet behavior of the working/not working monitors, surely, Microsoft should be able to run with this and figure out a solution! Your engineers must be among the best and brightest on the planet, no? (I don't mean to be antagonistic, but it is getting frustrating)

Thanks,

John

Here's another clue that might be helpful.

When I attempted to upgrade the firmware on the right monitor while it was plugged directly into the surface book, the software said if found the device, ran a process for several seconds and then confirmed that the firmware was upgraded.

If somehow the firmware installer from ASUS was really able to recognize the right monitor and upgrade it, that is valuable information.

Hi Marrion,

Any advice? I haven't heard from you after these latest developments.

Thanks,

John