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Cannot Detect Second Monitor on a Windows 10 box

Posted on 2016-11-01
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Last Modified: 2016-11-16
Greetings all...

We are using a MSI 1795 GE72 Apache Pro FTX 960M with a SSD drive running W10 Home, Version 1511, OS Build 10586.633, Core i7, 16GB RAM, 64 bit OS on a x64 Processor.

We have twin Samsung S27D360 monitors. One is fed with a HDMI cable from a HDMI port and the second on is fed with a HDMI cable connected to a USB 3.1 Type C to HDMI converter plugged into a USB 3.1 Type C port.

The MSI has an Intel HD Graphics 530 chip and a NVIda GeForce GTX 960M chip.

Most of the time it sees both external monitors fine as well as the internal. Then, suddenly, it will only see only one external and the internal.

Once it goes south, it will stay south for some mysterious period of time and then, just as suddenly, it will see both external monitors. It isn't the cable. Substitute one for the other and it makes no difference. Still only sees the same external and the internal monitor.

We have noticed that it will sometimes DETECT all three monitors, but not DISPLAY, on all three. Even when swithing the source on the blank monitor the screen will flicker for a millitsecond when the switch returns to HDMI after being on Analog or DVI whilc attmepting to recover the image on that monitor. That made us think it was the monitor so to test that thoery we sqitched the monitors out. That did not change anything. The monitor attached to the USB 3.1 Type C Port fails no matter which monitor is plugged into it. We also changed out adapters from USB 3.1 to HDMi to USB 3.1 to DVI, and then to USB 3.1 to VGA, Same propblem.

That seems to leave the USB 3.1 USB Type C port, except, it woks normally sometimes in regards to monitors, and the port works fine with device other than the monitor.

To me, that leaves the MSI box or W10, with W10 in the lead.

Have tried moving heaven and earth to return to normal. No joy.

Thank you,

Mike
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Accepted Solution

by:
McKnife earned 500 total points
ID: 41869647
If something works instable, it means, you have set it up correctly, but some component is not reliable.
Components are:
The graphics card, the card's driver, the OS, the cables or the monitors.

It will be quite a manhunt to track down the component responsible for this, but I'd start with
-upgrading win10 to 1607
-upgrading the graphics driver
-exchanging the cables
-trying different monitors
-upgrading the laptop's firmware
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Author Closing Comment

by:C.M. "Mike" Adams, EnCE, LCE, LPI
ID: 41890483
Eventually the problem was rectified because I tool your advice to update to the most current build of W10. Before I could perform the update I had to...

Carefully locate and attack outdated drivers  and bring them up to date. To that multiple downloads and restarts were required, many multiple restarts again,and again.

The I was able to update W10 one update at a time until I hit the jackpot.

After the most recent update was installed we could see all monitors at any time we wished.

Thank you for your time.
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Expert Comment

by:McKnife
ID: 41890504
Great!
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