Unable to Extend to 2nd External Monitor
Hi,
I’m having an issue I hope someone can assist with.
I had a user that was having issues on a Surface Laptop 3. So we decided to send a replacement SL3. the issue now is, I can not extend to a 2nd external monitor. I have the option, but it goes to keep changes but the monitor remains disconnected.
so we sent a replacement docking station and get the same issue.
crazy thing is, when the original, problematic SL3 is docked, it works with both docks
I’ve updated the dock firmware, specified the monitor driver from generic PNP, uninstalled and reinstalled both the devices for the monitor and display adapter.
I am at a complete loss and would greatly appreciate any thoughts.
thank you in advance
I’m having an issue I hope someone can assist with.
I had a user that was having issues on a Surface Laptop 3. So we decided to send a replacement SL3. the issue now is, I can not extend to a 2nd external monitor. I have the option, but it goes to keep changes but the monitor remains disconnected.
so we sent a replacement docking station and get the same issue.
crazy thing is, when the original, problematic SL3 is docked, it works with both docks
I’ve updated the dock firmware, specified the monitor driver from generic PNP, uninstalled and reinstalled both the devices for the monitor and display adapter.
I am at a complete loss and would greatly appreciate any thoughts.
thank you in advance
ASKER
Hi Arnold and thank you for replying. I am the IT guy and have done all of the attempts to resolve as I described in my question. since these are Surface Laptops, it’s not Nvidia but an Intel video adaptor. but as described, I performed many different attempts to resolve.
Commonly, when you attach to a doc, does it not load a Nvidia driver for the additional screens?
This is what I've seen when the MS dock is used.
Like https://www.amazon.com/Microsoft-PD9-00003-Surface-Dock/dp/B0163HP38W/ref=asc_df_B0163HP38W?tag=bingshoppinga-20&linkCode=df0&hvadid=80814156492411&hvnetw=o&hvqmt=e&hvbmt=be&hvdev=c&hvlocint=&hvlocphy=&hvtargid=pla-4584413735855464&psc=1
I gather much depends on whether the Surface you have includes the additional graphics component.
Uninstalling the intel graphics card from device manager, and rescanning to get it to reset.
The other possibility is to confirm the monitor is functional and the dock.
i.e. switch the dock outgoing connection and see if the display switches or stays ......
Confirming the monitor did not inadvertently switch to the other input.
The newer monitors have autoswitching option that activates the source from which it sees a new signal.
This is what I've seen when the MS dock is used.
Like https://www.amazon.com/Microsoft-PD9-00003-Surface-Dock/dp/B0163HP38W/ref=asc_df_B0163HP38W?tag=bingshoppinga-20&linkCode=df0&hvadid=80814156492411&hvnetw=o&hvqmt=e&hvbmt=be&hvdev=c&hvlocint=&hvlocphy=&hvtargid=pla-4584413735855464&psc=1
I gather much depends on whether the Surface you have includes the additional graphics component.
Uninstalling the intel graphics card from device manager, and rescanning to get it to reset.
The other possibility is to confirm the monitor is functional and the dock.
i.e. switch the dock outgoing connection and see if the display switches or stays ......
Confirming the monitor did not inadvertently switch to the other input.
The newer monitors have autoswitching option that activates the source from which it sees a new signal.
Sorry if I missed or misread anything in advance of what's been tried. Swap the monitors cabling between them, if the second monitor is disconnected/not being detected. It could be the brand of the display adapter too or cables being on the fritz, was it all Microsoft branded?
Does it have all the Windows OS updates completed?
Besides the docking station. Is the SL3 behind on manufacturer updates....?
Is the Surface Lid closed, are there options to change Choose What Closing the Lid does to Nothing on both sections, also have you tried Windows Key + P > Extend Display also.
What brand is the Monitor or model of both are they the same or different?
There are other models of docking stations and display adapter brands, but odd that it works on the original docking station, but if these are new or covered under warranty I would raise a support case with Microsoft as well or even the manufacturer of the monitor to help troubleshoot also.
Does it have all the Windows OS updates completed?
Besides the docking station. Is the SL3 behind on manufacturer updates....?
Is the Surface Lid closed, are there options to change Choose What Closing the Lid does to Nothing on both sections, also have you tried Windows Key + P > Extend Display also.
What brand is the Monitor or model of both are they the same or different?
There are other models of docking stations and display adapter brands, but odd that it works on the original docking station, but if these are new or covered under warranty I would raise a support case with Microsoft as well or even the manufacturer of the monitor to help troubleshoot also.
ASKER CERTIFIED SOLUTION
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They need to see whether both monitors are displayed as available. seelct identify and see which is displayed.
select the second monitor, then scroll down and make sure the option is to extend and not disabled. and apply the changes. and make sure to confirm the change or the thing will revert.
Have run into this issue, the remedy is to uninstall the Nvidia video driver, rescan and confirm the above.
Have been trying to identify the possible cause for some time, without success.