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SB2 13" with USB-C to DP cable not detecting external display

Anonymous
2018-08-24T12:24:36+00:00

Frustrated by my SB2 failing to detect my external display connected to USB-C to DP (display port) cable.

This is a recently purchased Philips 27" curved display, model 278E8QJAB. 

First time I tried it consistently refused to detect the display, so then tried a different display and eventually after running some Windows updates that display worked. Then back to the first, and it worked too - so I thought everything was fine. Then, when connecting the display again a couple of weeks later - same problem! And now it totally refuses to detect the display.

The frustrating part here is that it *did* work - and now doesn't. Device Manager shows an unrecognized USB-device (under Universal Serial BUS controllers) plus under USB devices it shows something called "USB 2.0 Billboard".

I have tried various troubleshooting, such as right clicking "generic usb hub" and updating driver, uninstalling the device flagged with an error, etc. to no avail.

Surface | Surface Book | Display and screen

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  1. Anonymous
    2018-08-26T12:55:29+00:00

    Thanks for responding.

    I started to suspect that the cable could be the problem and went back to the dealer and asked for a replacement. The replacement seems to work fine, both video and sound coming through OK.

    Just to keep all bases covered I also bought a USB-C -> HDMI adapter. This also works fine, sort of: video output is good, but no sound - even though PC says sound is routed to the monitor. Tried this with two different monitors, an LG in the shop and my own Philips.

    Update: as I'm writing this, I had HDMI connected, and changed sound output to PC, and then back to display - and suddenly sound started working! Strange ...

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  1. Anonymous
    2018-08-24T16:50:58+00:00

    Hi Erik,

    We appreciate your response. To be able to understand the issue better, let us know more details by answering the following questions:

    • Can you confirm if the issue is noticeable if the device is awake from sleep or when you restart it?

    • Can you tell us what error message/code appeared in the Device Manager?

    • How about on the Philips monitor? Does it display as "No Signal"? If not, any other indicators?

    • Have you tried using other cables/adapters (USB-C to HDMI, USB-C to VGA)? If so, were there any differences?

    To help solve this issue, we suggest that you download and run the Surface Diagnostic Toolkit. Once you run the toolkit, kindly follow the on-screen instructions. You can also check this link to troubleshoot connecting Surface to a second screen. Might as well check if the monitor driver/firmware is updated (if available).

    Keep us posted on the outcome.

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