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4363
U4919DW, Surface Dock, DDM not working
I have a Microsoft Surface Laptop 3 and Dell U4919DW.
When I connect the laptop directly to the U4919DW via USB Type-C, DDM (Dell Display Manager) works as intended.
However, when I connect the laptop to the Surface Dock (USB Type-C version) and then plug the Surface Dock into the U4919DW via USB Type-C, DDM reports that there is no Dell Monitor connected.
This is clearly not true as the U4919DW is working fine AND the Device Manager in Windows shows the U4919DW connected. So, for some reason, the Surface Dock appears to be interfering with some data flow (despite Windows clearly recognizing the U4919DW).
Note that I had a previous Microsoft Surface Book 2 connected through the same Surface Dock and DDM worked as expected.
I called tech support for Dell and they said that DDM only works with Dell computers, which is definitely NOT posted in the tech support notes for this software.
I am using version 1.51.0.2013 of DDM. My U4919DW has the current drivers and firmware from Dell. My laptop has the latest release of Windows 10, and all of the firmware on my laptop is updated.
DELL-Cares
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25.2K Posts
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September 25th, 2020 10:00
Thank you! We have received the required details. We will work the questions. You may also receive assistance or suggestions from the community members as well.
swamped207
425 Posts
0
September 26th, 2020 08:00
DDM never says "there is no Dell monitor connected"; it always refers to a "supported Dell monitor" - which means one that can be communicated with using DDC/CI. Chances are you are using an older Intel display driver; download and install the latest directly from Intel here and you should be all set.
NickT_in_SD
15 Posts
0
September 30th, 2020 13:00
I am using the latest drivers for my chipset. However, it could be an issue with the Surface Dock firmware. I'll check that out.
NickT_in_SD
15 Posts
0
October 13th, 2020 11:00
Not all firmwares updated between my Surface Laptop 3 and my Surface Dock 2 and that has not resolved the issue.
swamped207
425 Posts
0
October 13th, 2020 15:00
If you post the DDM diagnostic report, it will indicate what the problem is. While holding down the SHIFT key, right-click on the DDM system tray icon and select "Save diagnostic report" from the popup menu.
Impact99
5 Posts
0
October 20th, 2020 10:00
This is my diagnostics report
Diagnostic Report, generated 20/10/2020 (10.0.18363)
Copyright (c) 1995-2020, EnTech Taiwan.
Version = 1.51.0.2015
OS = 10.0.18363.2 x64
Mechanism = 3
Account = Standard
Command line = "C:\Program Files (x86)\Dell\Dell Display Manager\ddm.exe"
////////////////////////////////////////
Configuration settings:
LastCheck = 0x0000AC59
HintShown = 0x00000001
EApolicy = 2000 2000 2000 2000 2000 2000
AutoRestoreWindowLayout = 0x00000000
EnumErrorCount = 0x00000000
////////////////////////////////////////
12:04:35.009...Log opened
12:04:35.047...WinOS = 18363
12:04:35.290...LanguageID = 00000409 00000409 00002000
12:04:35.322...Build = 1.51.0.2015
12:04:35.322...Windows handles = 00020186 00010104 0001018A
12:04:35.322...OS monitor sleep timeout value = 3600 ms.
12:04:35.322...Applied DPI = 96-168
12:04:35.322...VM = 0
12:04:35.322...Registered DDM popup hotkey = Shift+Ctrl+D 6044
12:04:35.331...Registered EA layout MRU hotkey = Shift+Ctrl+Home 6024
12:04:35.331...Registered application window hotkey = Shift+Ctrl+Ins 602D
12:04:35.342...Remote asset management = 1
12:04:35.344...Remote registry service state = 4
12:04:35.627...WMI service state (unless firewalled) = 1
12:04:35.853...DMA = 3
12:04:35.880...Starting enumeration
12:04:35.910......Error: getting physcial monitor array (0x00000490) = Element not found
12:04:35.920......Error: getting physcial monitor array (0x00000490) = Element not found
12:04:35.930...Skipping unsupported device MONITOR\SHP14B4\{4d36e96e-e325-11ce-bfc1-08002be10318}\0000
12:04:35.940......Status = 00000000
12:04:35.951......Status = 00000000
12:04:35.951...Ending enumeration
12:04:35.960...New=SHP14B4.0000
12:04:35.988...Video power down timeout = 3600
12:04:35.994...Display powered ON
12:04:35.995...User session connect
12:04:41.395...Refreshing screen object
12:16:02.495...User session disconnect
12:24:10.360...User session connect
12:24:15.378...Refreshing screen object
13:01:39.008...User session disconnect
13:05:49.003...User session connect
13:05:54.019...Refreshing screen object
13:54:06.976...\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
13:54:06.976...Dump: Windows device enumeration
13:54:06.992...Display adapters:
13:54:06.992.....1.AMD Radeon(TM) RX Vega11 Graphics
13:54:06.992.....2.Citrix Indirect Display Adapter
13:54:06.992...Monitors:
13:54:07.007.....1.Surface Panel
13:54:07.007.....2.Generic PnP Monitor
13:54:07.007...Visible monitors = 2
13:54:07.007...1.DeviceName = \\.\DISPLAY1
13:54:07.014.....DeviceFlags = 00080001
13:54:07.014.....DeviceString = AMD Radeon(TM) RX Vega11 Graphics
13:54:07.014.....DeviceID = PCI\VEN_1002&DEV_15D8&SUBSYS_00341414&REV_E1
13:54:07.014.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{2CC2BE38-8E01-11EA-9536-C2615A8F0DAD}\0000
13:54:07.014.....a.MonitorName = \\.\DISPLAY1\Monitor0
13:54:07.014.......MonitorFlags = 00000003
13:54:07.014.......MonitorString = Surface Panel
13:54:07.014.......MonitorID = MONITOR\SHP14B4\{4d36e96e-e325-11ce-bfc1-08002be10318}\0000
13:54:07.014.......MonitorKey = \Registry\Machine\System\CurrentControlSet\Control\Class\{4d36e96e-e325-11ce-bfc1-08002be10318}\0000
13:54:07.014.......Raw EDID = 00FFFFFFFFFFFF004D10B414A0230F00051D0104A520157807DE50A3544C99260F5054000000010101010101010101010101010101018B6AC0A09080306030203A003DD310000018000000FD00143C70701C0100000000000000000000100000000000000000000000000000000000FC004C5131353050314A5835310A2000A9
13:54:07.014...2.DeviceName = \\.\DISPLAY2
13:54:07.014.....DeviceFlags = 00080005
13:54:07.014.....DeviceString = AMD Radeon(TM) RX Vega11 Graphics
13:54:07.014.....DeviceID = PCI\VEN_1002&DEV_15D8&SUBSYS_00341414&REV_E1
13:54:07.014.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{2CC2BE38-8E01-11EA-9536-C2615A8F0DAD}\0001
13:54:07.014...3.DeviceName = \\.\DISPLAY3
13:54:07.014.....DeviceFlags = 00080000
13:54:07.014.....DeviceString = AMD Radeon(TM) RX Vega11 Graphics
13:54:07.014.....DeviceID = PCI\VEN_1002&DEV_15D8&SUBSYS_00341414&REV_E1
13:54:07.014.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{2CC2BE38-8E01-11EA-9536-C2615A8F0DAD}\0002
13:54:07.014...4.DeviceName = \\.\DISPLAY4
13:54:07.014.....DeviceFlags = 00080000
13:54:07.014.....DeviceString = AMD Radeon(TM) RX Vega11 Graphics
13:54:07.014.....DeviceID = PCI\VEN_1002&DEV_15D8&SUBSYS_00341414&REV_E1
13:54:07.014.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{2CC2BE38-8E01-11EA-9536-C2615A8F0DAD}\0003
13:54:07.030...5.DeviceName = \\.\DISPLAY5
13:54:07.030.....DeviceFlags = 00080000
13:54:07.030.....DeviceString = AMD Radeon(TM) RX Vega11 Graphics
13:54:07.030.....DeviceID = PCI\VEN_1002&DEV_15D8&SUBSYS_00341414&REV_E1
13:54:07.030.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{2CC2BE38-8E01-11EA-9536-C2615A8F0DAD}\0004
13:54:07.030...6.DeviceName = \\.\DISPLAY6
13:54:07.030.....DeviceFlags = 00080000
13:54:07.030.....DeviceString = AMD Radeon(TM) RX Vega11 Graphics
13:54:07.030.....DeviceID = PCI\VEN_1002&DEV_15D8&SUBSYS_00341414&REV_E1
13:54:07.030.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{2CC2BE38-8E01-11EA-9536-C2615A8F0DAD}\0005
13:54:07.030...7.DeviceName = \\.\DISPLAY7
13:54:07.030.....DeviceFlags = 00000000
13:54:07.030.....DeviceString = Citrix Indirect Display Adapter
13:54:07.030.....DeviceID = PCI\VEN_5853&DEV_1003
13:54:07.030.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{6CEDB0CB-04D3-11EB-9560-F01DBC9687F2}\0000
13:54:07.030...8.DeviceName = \\.\DISPLAY8
13:54:07.030.....DeviceFlags = 00000000
13:54:07.030.....DeviceString = Citrix Indirect Display Adapter
13:54:07.030.....DeviceID = PCI\VEN_5853&DEV_1003
13:54:07.030.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{6CEDB0CB-04D3-11EB-9560-F01DBC9687F2}\0001
13:54:07.030...9.DeviceName = \\.\DISPLAY9
13:54:07.030.....DeviceFlags = 00000000
13:54:07.030.....DeviceString = Citrix Indirect Display Adapter
13:54:07.030.....DeviceID = PCI\VEN_5853&DEV_1003
13:54:07.030.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{6CEDB0CB-04D3-11EB-9560-F01DBC9687F2}\0002
13:54:07.045...10.DeviceName = \\.\DISPLAY10
13:54:07.045.....DeviceFlags = 00000000
13:54:07.045.....DeviceString = Citrix Indirect Display Adapter
13:54:07.045.....DeviceID = PCI\VEN_5853&DEV_1003
13:54:07.045.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{6CEDB0CB-04D3-11EB-9560-F01DBC9687F2}\0003
13:54:07.045...11.DeviceName = \\.\DISPLAY11
13:54:07.045.....DeviceFlags = 00000000
13:54:07.045.....DeviceString = Citrix Indirect Display Adapter
13:54:07.045.....DeviceID = PCI\VEN_5853&DEV_1003
13:54:07.045.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{6CEDB0CB-04D3-11EB-9560-F01DBC9687F2}\0004
13:54:07.045...12.DeviceName = \\.\DISPLAY12
13:54:07.045.....DeviceFlags = 00000000
13:54:07.045.....DeviceString = Citrix Indirect Display Adapter
13:54:07.045.....DeviceID = PCI\VEN_5853&DEV_1003
13:54:07.045.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{6CEDB0CB-04D3-11EB-9560-F01DBC9687F2}\0005
13:54:07.045...13.DeviceName = \\.\DISPLAY13
13:54:07.045.....DeviceFlags = 00000000
13:54:07.045.....DeviceString = Citrix Indirect Display Adapter
13:54:07.045.....DeviceID = PCI\VEN_5853&DEV_1003
13:54:07.045.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{6CEDB0CB-04D3-11EB-9560-F01DBC9687F2}\0006
13:54:07.045...14.DeviceName = \\.\DISPLAY14
13:54:07.045.....DeviceFlags = 00000000
13:54:07.045.....DeviceString = Citrix Indirect Display Adapter
13:54:07.061.....DeviceID = PCI\VEN_5853&DEV_1003
13:54:07.061.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{6CEDB0CB-04D3-11EB-9560-F01DBC9687F2}\0007
13:54:07.061...Total number of monitors enumerated = 1
13:54:07.061...\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
swamped207
425 Posts
0
October 21st, 2020 02:00
The "Citrix Indirect Display Adapter" is intercepting the connection between Windows and your monitor. You may require this driver, but it comes at the price of breaking the DDC/CI support DDM requires.
Impact99
5 Posts
0
October 21st, 2020 04:00
OK. I removed that display adapter, rebooted and still no luck. Here is the new diagnostic report.
Diagnostic Report, generated 21/10/2020 (10.0.18363)
Copyright (c) 1995-2020, EnTech Taiwan.
Version = 1.51.0.2015
OS = 10.0.18363.2 x64
Mechanism = 3
Account = Standard
Command line = "C:\Program Files (x86)\Dell\Dell Display Manager\ddm.exe"
////////////////////////////////////////
Configuration settings:
DriverError = Dell U3818DW=
LastCheck = 0x0000AC5D
HintShown = 0x00000001
EApolicy = 2000 2000 2000 2000 2000 2000
AutoRestoreWindowLayout = 0x00000000
EnumErrorCount = 0x00000000
////////////////////////////////////////
07:45:24.347...Log opened
07:45:24.378...WinOS = 18363
07:45:24.487...LanguageID = 00000409 00000409 00002000
07:45:24.503...Build = 1.51.0.2015
07:45:24.503...Windows handles = 0002014C 000100E4 00010150
07:45:24.503...OS monitor sleep timeout value = 3600 ms.
07:45:24.503...Applied DPI = 96-192
07:45:24.503...VM = 0
07:45:24.503...Registered DDM popup hotkey = Shift+Ctrl+D 6044
07:45:24.503...Registered EA layout MRU hotkey = Shift+Ctrl+Home 6024
07:45:24.503...Registered application window hotkey = Shift+Ctrl+Ins 602D
07:45:24.519...Remote asset management = 1
07:45:24.519...Remote registry service state = 4
07:45:24.753...WMI service state (unless firewalled) = 1
07:45:24.925...DMA = 3
07:45:24.925...Starting enumeration
07:45:24.941...Skipping unsupported device MONITOR\SHP14B4\{4d36e96e-e325-11ce-bfc1-08002be10318}\0000
07:45:24.941......Status = 00000000
07:45:24.941...Ending enumeration
07:45:24.941...New=SHP14B4.0000
07:45:24.956...Video power down timeout = 3600
07:45:24.956...User session connect
07:45:24.972...Display powered ON
07:45:29.972...Refreshing screen object
07:45:58.581...Monitor handles have changed
07:45:58.581...Refreshing screen object
07:46:07.702...Old=SHP14B4.0000
07:46:07.702...New=SHP14B4.0000 DELA0EF.0003
07:46:07.734...Starting enumeration
07:46:07.818...Skipping unsupported device MONITOR\SHP14B4\{4d36e96e-e325-11ce-bfc1-08002be10318}\0000
07:46:07.818......Status = 00000000
07:46:07.834...2. DELA0EF.97F8P8C306GL on AMD Radeon(TM) RX Vega11 Graphics
07:46:07.834......Monitor assignment = 1
07:46:07.834......Adapter name = \\.\DISPLAY2
07:46:07.834......Monitor name = Generic PnP Monitor
07:46:07.834......Vendor ID = 1002
07:46:07.840......GPU driver = aticfx64 8.17.10.1663
07:46:07.840......Flags = 00080005.00000003
07:46:07.840......Display tag = EE1380EE
07:46:07.840......Monitor handle = 000200E3
07:46:07.840......Monitor screen area = 0,0 x 2194,914 2194x914
07:46:07.840......Monitor work area = 0,0 x 2194,874 2194x874
07:46:07.840......Monitor scaling factor = 175%
07:46:07.840......Raw EDID = 00FFFFFFFFFFFF0010ACEFA04C473630311C010380582578EEEE95A3544C99260F5054A54B00714F81008180A940D1C0010101010101134C00A0F040176030203A00706F3100001A000000FF0039374638503843333036474C0A000000FC0044454C4C20553338313844570A000000FD001855197322000A20202020202001EE
07:46:08.119......Error: communicating via DDC/CI (0x0000001F) = A device attached to the system is not functioning
07:46:09.080......Error: failed to obtain output mask from display driver
07:46:11.883......Error: communicating via DDC/CI (0x0000001F) = A device attached to the system is not functioning
07:46:12.770......Error: failed to obtain output mask from display driver
07:46:18.063......Error: communicating via DDC/CI (0x0000001F) = A device attached to the system is not functioning
07:46:18.887......Error: failed to obtain output mask from display driver
07:46:18.887......Discarding unsupported display: DELA0EF.97F8P8C306GL on AMD Radeon(TM) RX Vega11 Graphics
07:46:18.887......Check: monitor and connection to monitor to ensure DDC/CI is supported and enabled
07:46:18.903......Status = 00000000
07:46:18.903...Ending enumeration
07:46:47.610...\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
07:46:47.610...Dump: Windows device enumeration
07:46:47.626...Display adapters:
07:46:47.626.....1.AMD Radeon(TM) RX Vega11 Graphics
07:46:47.626...Monitors:
07:46:47.626.....1.Surface Panel
07:46:47.626.....2.Generic PnP Monitor
07:46:47.626...Visible monitors = 2
07:46:47.626...1.DeviceName = \\.\DISPLAY1
07:46:47.641.....DeviceFlags = 00080001
07:46:47.641.....DeviceString = AMD Radeon(TM) RX Vega11 Graphics
07:46:47.641.....DeviceID = PCI\VEN_1002&DEV_15D8&SUBSYS_00341414&REV_E1
07:46:47.641.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{2CC2BE38-8E01-11EA-9536-C2615A8F0DAD}\0000
07:46:47.641.....a.MonitorName = \\.\DISPLAY1\Monitor0
07:46:47.641.......MonitorFlags = 00000003
07:46:47.641.......MonitorString = Surface Panel
07:46:47.641.......MonitorID = MONITOR\SHP14B4\{4d36e96e-e325-11ce-bfc1-08002be10318}\0000
07:46:47.641.......MonitorKey = \Registry\Machine\System\CurrentControlSet\Control\Class\{4d36e96e-e325-11ce-bfc1-08002be10318}\0000
07:46:47.641.......Raw EDID = 00FFFFFFFFFFFF004D10B414A0230F00051D0104A520157807DE50A3544C99260F5054000000010101010101010101010101010101018B6AC0A09080306030203A003DD310000018000000FD00143C70701C0100000000000000000000100000000000000000000000000000000000FC004C5131353050314A5835310A2000A9
07:46:47.641...2.DeviceName = \\.\DISPLAY2
07:46:47.641.....DeviceFlags = 00080005
07:46:47.641.....DeviceString = AMD Radeon(TM) RX Vega11 Graphics
07:46:47.641.....DeviceID = PCI\VEN_1002&DEV_15D8&SUBSYS_00341414&REV_E1
07:46:47.641.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{2CC2BE38-8E01-11EA-9536-C2615A8F0DAD}\0001
07:46:47.641.....a.MonitorName = \\.\DISPLAY2\Monitor0
07:46:47.641.......MonitorFlags = 00000003
07:46:47.641.......MonitorString = Generic PnP Monitor
07:46:47.641.......MonitorID = MONITOR\DELA0EF\{4d36e96e-e325-11ce-bfc1-08002be10318}\0003
07:46:47.641.......MonitorKey = \Registry\Machine\System\CurrentControlSet\Control\Class\{4d36e96e-e325-11ce-bfc1-08002be10318}\0003
07:46:47.641.......Raw EDID = 00FFFFFFFFFFFF0010ACEFA04C473630311C010380582578EEEE95A3544C99260F5054A54B00714F81008180A940D1C0010101010101134C00A0F040176030203A00706F3100001A000000FF0039374638503843333036474C0A000000FC0044454C4C20553338313844570A000000FD001855197322000A20202020202001EE
07:46:47.641...3.DeviceName = \\.\DISPLAY3
07:46:47.641.....DeviceFlags = 00080000
07:46:47.641.....DeviceString = AMD Radeon(TM) RX Vega11 Graphics
07:46:47.641.....DeviceID = PCI\VEN_1002&DEV_15D8&SUBSYS_00341414&REV_E1
07:46:47.641.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{2CC2BE38-8E01-11EA-9536-C2615A8F0DAD}\0002
07:46:47.657...4.DeviceName = \\.\DISPLAY4
07:46:47.657.....DeviceFlags = 00080000
07:46:47.657.....DeviceString = AMD Radeon(TM) RX Vega11 Graphics
07:46:47.657.....DeviceID = PCI\VEN_1002&DEV_15D8&SUBSYS_00341414&REV_E1
07:46:47.657.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{2CC2BE38-8E01-11EA-9536-C2615A8F0DAD}\0003
07:46:47.657...5.DeviceName = \\.\DISPLAY5
07:46:47.657.....DeviceFlags = 00080000
07:46:47.657.....DeviceString = AMD Radeon(TM) RX Vega11 Graphics
07:46:47.657.....DeviceID = PCI\VEN_1002&DEV_15D8&SUBSYS_00341414&REV_E1
07:46:47.657.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{2CC2BE38-8E01-11EA-9536-C2615A8F0DAD}\0004
07:46:47.657...6.DeviceName = \\.\DISPLAY6
07:46:47.657.....DeviceFlags = 00080000
07:46:47.657.....DeviceString = AMD Radeon(TM) RX Vega11 Graphics
07:46:47.657.....DeviceID = PCI\VEN_1002&DEV_15D8&SUBSYS_00341414&REV_E1
07:46:47.657.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{2CC2BE38-8E01-11EA-9536-C2615A8F0DAD}\0005
07:46:47.657...Total number of monitors enumerated = 2
07:46:47.657...\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
swamped207
425 Posts
0
October 21st, 2020 05:00
That's too bad. While DDM can now see you have a U38 connected to Vega graphics, it cannot communicate with it. The Windows OS reports the following errors: "0x0000001F = A device attached to the system is not functioning"
It is possible this is just a simple configuration issue, and if you want to check that go into Device Manager and uninstall any and all entries under first the category "Monitors", and then the category "Display adapters". Do NOT remove the categories themselves, just any entries under them. The system will switch into a generic safe resolution. Then reboot. When the system comes back up, Windows will automatically reinstall the correct drivers for "Display adapter" and "Monitors".
If that does not work you would have to kick this over to Microsoft and let it find its way on up to AMD, since Microsoft consolidates and wraps all their driver updates up into a single package.
Impact99
5 Posts
0
October 21st, 2020 08:00
Thanks. So I did all that and still no luck. Do you happen to have the link of where to post this issue on Microsoft?
swamped207
425 Posts
0
October 21st, 2020 13:00
Try the Microsoft Community first here. I assume you have tried connecting the U38 directly to the Surface's USB-C port, bypassing the dock? What about the other USB-C port on the dock?
Impact99
5 Posts
0
October 21st, 2020 15:00
I got it to work by plugging into the dock. Thanks everyone!
NickT_in_SD
15 Posts
0
October 21st, 2020 15:00
@swamped207 - with my setup, DDM works fine when directly connected. For me, adding a Surface Dock (v1 or v2) into the mix caused the issues.
NickT_in_SD
15 Posts
0
October 21st, 2020 16:00
@Impact99 - what exactly did you do to get it working? What version of the Surface Dock are you using?
Impact99
5 Posts
0
October 22nd, 2020 05:00
I followed these instructions "It is possible this is just a simple configuration issue, and if you want to check that go into Device Manager and uninstall any and all entries under first the category "Monitors", and then the category "Display adapters". Do NOT remove the categories themselves, just any entries under them. The system will switch into a generic safe resolution. Then reboot. When the system comes back up, Windows will automatically reinstall the correct drivers for "Display adapter" and "Monitors"."
Then instead of connecting the monitor directly to the laptop , I connected through the Surface Dock and it worked.
The Surface doc is model 1561