Surface Pro 4 not waking external monitors after screen turns off

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timmmay

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#207322 19-Dec-2016 11:01

I have a new surface pro with the clip on keyboard for work. It's nice if you want a tablet, but I use it as a desktop 99% of the time. I have two monitors, keyboard, and mouse plugged in via the official Microsoft Surface dock, which plugs in via a thingy on the side of the surface. I have it configured to turn the display off after 10 minutes and never go to sleep.

If I leave the computer for half an hour, then come back and hit a button on the keyboard, the external monitors don't turn on. Nothing seems to turn them on, including the surface power button, mouse, anything. If I open the surface keyboard up it shows on the surface screen instantly. To get the external monitors working I have to open up the surface keyboard, I tend to try unplug and plug in the power, try the power button, and eventually it wakes up. After a bit more messing around the external monitors wake up.

Anyone else had this problem? Anyone found a solution?

Stu

Hammered
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#1692096 19-Dec-2016 11:12

I had the same problem. Have you done all of the firmware updates for the dock? May or may not help. The adapters/connections to the monitors may be part of the problem. I actually ended up boxing up the dock and buying a Kensington model, which works much better.

People often mistake me for an adult because of my age.

Keep calm, and carry on posting.

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smileynz

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#1692097 19-Dec-2016 11:14

Are your monitors compatible with the surface dock? Are they Dells by chance?

Have you run through this -

https://www.microsoft.com/surface/en-us/support/hardware-and-drivers/troubleshoot-docking-station-surface-dock

Stu

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#1692100 19-Dec-2016 11:17

Finding quality active mini display port to HDMI adaptors was the problem for me. Without paying another out another small fortune, of course.

People often mistake me for an adult because of my age.

Keep calm, and carry on posting.

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timmmay

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#1692145 19-Dec-2016 12:22

I don't know about firmware updates, I was given it by our ICT department. I've found the tool so I'll try that. I can't replace the dock, it's our standard. Cables are whatever our team put in, no adapters, they'll be standard not cheap.

Monitors are HP, they worked perfectly with my Toshiba Ultrabook that the surface replaced - the surface is slower and less usable...

mitchtay

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#1692182 19-Dec-2016 13:51

I've had endless issues with the surface dock and two Dell monitors. A lot of the time after the surface has gone to sleep 1 or both of the monitors will not wake up.
Changing the order of the mini displayport cables sometimes helped, the only foolproof way to bring them back that I've found is to turn off, unplug and fully dissipate power before turning them back on.
It's a royal pain in the behind!

Guv

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#1692188 19-Dec-2016 14:02

Had loads of similar issues when I got my SP4.

They were dealt with by firmware updates. Make sure dock is connected when you update.

Guv

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timmmay

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#1692196 19-Dec-2016 14:14

I've updated the dock firmware. I'll try to update the main firmware too, I got the updater but I need to restart.

Some Dell monitors are listed as incompatible on one of the Microsoft pages listed above.

dafman

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#1692202 19-Dec-2016 14:24

Guv:

Had loads of similar issues when I got my SP4.

They were dealt with by firmware updates. Make sure dock is connected when you update.

Guv

Welcome to the world of SP4!

As per Guv - we had very similar issues that ran on for months (and prompted me to post a thread on GZ saying I would not recommend SP4 for business users).

As per Guv, double screens and dock have been working ok for last few months following firmware updates.