Creator 15 Thunderbolt cannot detect external screen display

BabylonZeus

New member
Joined
Aug 15, 2021
Messages
15
Dear all,

I have bought a laptop MSI Creator 15 A10UET-220FR

I have an external display ThinkVision which have a USB-C/Thunderbolt style physical connector.

When I plug it in the Thunderbolt port of the MSI (the one on the left), the computer does not do anything. Not even a notification nor a slight mouse cursor blinking.
When I plug it in the USB-C port (the one on the right), Windows 10 shows a notification saying "Display connection might be limited. Make sure the DisplayPort device you're connecting to is supported by your PC." (I'm not sure why it talks about "DisplayPort" since it is USB-C and not DisplayPort/HDMI/DVI/...).

I have tested with another display screen but I have the same behavior.

If someone could have hints on how I could use the external screen with its USB-C/Thunderbolt port, I could take advices!

Thanks
 

Hethdra_0328

Well-known member
Joined
Sep 25, 2020
Messages
1,156
Hi there!
Did you try changing the display mode with Fn + F11 or F11?
Does the Thunderbolt port detect other devices like USB sticks, peripherals and such?
 

BabylonZeus

New member
Joined
Aug 15, 2021
Messages
15
Hello Hethdra!

Yes, I tried Duplicate/Extend modes, but nothing (these modes works well with HDMI, on at least 2 screens, including the very same screen ThinkVision wehn in HDMI).

I would have liked to try with other devices but this is the only Thunderbolt device I have. As of today, I do not know even if could be a hardware issue on the Thunderbolt! But drivers and Thunderbolt panel are installed without error.
When I plug in the screen in USB-C/Thunderbolt, the software Thunderbolt panel does not detect anything in "Attached Thunderbolt devices".
The Windows Device Manager detects very well the hardware as "Thunderbolt(TM) Controller - 15E8" and the latest version is installed.
 

BabylonZeus

New member
Joined
Aug 15, 2021
Messages
15
Ok, one minor improvement : I have an external disk drive in USB3. I plugged it in with a USB-C / USB-C cable into the Thunderbolt port : the external drive is recognized in E:

But... the Thunderbolt Control Center still does not list any connected device in "Attached Thunderbolt devices". Maybe is it normal if I plugged a "USB drive" instead of a "Thunderbolt drive" ?
 

drek4

Well-known member
PRIVATE FIRST CLASS
Joined
Feb 18, 2018
Messages
1,251
Ok, one minor improvement : I have an external disk drive in USB3. I plugged it in with a USB-C / USB-C cable into the Thunderbolt port : the external drive is recognized in E:

But... the Thunderbolt Control Center still does not list any connected device in "Attached Thunderbolt devices". Maybe is it normal if I plugged a "USB drive" instead of a "Thunderbolt drive" ?
Are you using a standard USB-C, or TB3 USB-C cable?
(USB-C 3.2 1x1 5GBS (USB 3.0 & USB 3.1)) ( USB-C 3.2 1x2 10GBS (USB 3.1 GEN 2)) (USB-C 3.2 2x2 20GBS)
(You need 6GBS for 1080P, 8GBS for 2K and 14GBS for 4K UHD)
Your monitor draws power through the same cable or has an independent power cable?
Your monitor has only a USB-C connector, or does it have others?
Does your specific model support in the specs a direct USB-C connection or only via a DP1.2 or DP1.4 to USB-C adaptor?
 

BabylonZeus

New member
Joined
Aug 15, 2021
Messages
15
Thank you drek4 for your answer.

The screen is externally powered with a "standard" monitor cable. It is a ThinkVision P27h-10 with these outputs : HDMI x 2, DisplayPort and USB-C.
It has a standard USB-C cable. But I have received yesterday this new TB3 cable : https://www.amazon.fr/gp/product/B019FPLDIS/ref=ppx_od_dt_b_asin_title_s00?ie=UTF8&psc=1
When testing with this new cable, I have the same negative effect (the message of yesterday with the hard drive which works well was tested with this new cable also).

With my previous laptop (Lenovo T470, with also a USB-C/Thunderbolt port), I was able to see the screen and also to charge the laptop through it! Both these features do not work in the current configuration with my new MSI laptop + ThinkVision P27h-10.
For information, at office, I also have a second similar ThinkVision P27h-10 screen and it has the same effect : no detection.

For the latest question : direct USB-C connection or only via a DP1.2 or DP1.4 to USB-C adaptor , I am not very sure to understand the intention of the question. I would say that it supports a direct USB-C connection since I have used this screen with the lenovo laptop for 2 years with a direct and simple USB-C / USB-C cable.

For now, I don't know if there is a hardware issue with my MSI TB port or if these are external causes. What would be the simplest way to test a TB connection? maybe a simple external device with a low cost that I could buy to test it?
 

drek4

Well-known member
PRIVATE FIRST CLASS
Joined
Feb 18, 2018
Messages
1,251
Thank you drek4 for your answer.

The screen is externally powered with a "standard" monitor cable. It is a ThinkVision P27h-10 with these outputs : HDMI x 2, DisplayPort and USB-C.
It has a standard USB-C cable. But I have received yesterday this new TB3 cable : https://www.amazon.fr/gp/product/B019FPLDIS/ref=ppx_od_dt_b_asin_title_s00?ie=UTF8&psc=1
When testing with this new cable, I have the same negative effect (the message of yesterday with the hard drive which works well was tested with this new cable also).

With my previous laptop (Lenovo T470, with also a USB-C/Thunderbolt port), I was able to see the screen and also to charge the laptop through it! Both these features do not work in the current configuration with my new MSI laptop + ThinkVision P27h-10.
For information, at office, I also have a second similar ThinkVision P27h-10 screen and it has the same effect : no detection.

For the latest question : direct USB-C connection or only via a DP1.2 or DP1.4 to USB-C adaptor , I am not very sure to understand the intention of the question. I would say that it supports a direct USB-C connection since I have used this screen with the lenovo laptop for 2 years with a direct and simple USB-C / USB-C cable.

For now, I don't know if there is a hardware issue with my MSI TB port or if these are external causes. What would be the simplest way to test a TB connection? maybe a simple external device with a low cost that I could buy to test it?
Well both screens and your previous laptop are all Lenovo, maybe you just need a driver for your MSI laptop:


If it doesn't work after this, try changing inputs to other and then back to USB-C:


If still have issues, try connecting with HDMI so that laptop can access it and download latest drivers, if available, so that it can recognize the screen.
 
Last edited:

BabylonZeus

New member
Joined
Aug 15, 2021
Messages
15
I have tried this today. Nothing different has happened. Plugging in HDMI works very well, but when switching back to USB-C, nothing.
But what's strange is that when I plug the USB-C cable into the MSI laptop, there is no visual detection whatsoever. Not even a blinking of the mouse, not event an "unknown device" anywhere or a windows notification. It's just like absolutely nothing happens.
Usually, when having hardware issues, we have "unknown things", freezes, instability, low performance, unexpected behavior, ... But here, absolutely nothing.

But I have another information. I have tried to plug the USB-C from the screen to the other USB-C port of the MSI (the one on the right side), which is a "real" USB port and not thunderbolt (the one which sent the error message I wrote in my first message above). Here, the screen is still not detected, but the USB hub which is mounted on the screen is detected. When I plug a mouse on the USB port integrated in the screen, the MSI laptop detects the mouse, but not the screen!
Same thing with a second ThinkVision screen (so this should exclude a hardware failure on the screen).
 

Hethdra_0328

Well-known member
Joined
Sep 25, 2020
Messages
1,156
But I have another information. I have tried to plug the USB-C from the screen to the other USB-C port of the MSI (the one on the right side), which is a "real" USB port and not thunderbolt (the one which sent the error message I wrote in my first message above). Here, the screen is still not detected, but the USB hub which is mounted on the screen is detected. When I plug a mouse on the USB port integrated in the screen, the MSI laptop detects the mouse, but not the screen!
Same thing with a second ThinkVision screen (so this should exclude a hardware failure on the screen).
The USB-C port on the right doesn't support display output, so not detecting the screen output is correct.
The port on the laptop might have detected the USB port on the screen as a hub, thus detecting the mouse.

If you could export a system info with MSI Help Desk, maybe I can have a look at it.
 

rmorva158802d9

New member
Joined
Dec 14, 2021
Messages
5
Hello,
I have a similar problem than yours with my msi laptop and asus pro art monitor.
Have you find any solution to connect it using the computer thunderbolt port ?
I tried drivers update with no success.

Regards.
 

BabylonZeus

New member
Joined
Aug 15, 2021
Messages
15
Hi rmorva158802d9

Today no, I didn't have an opportunity to have to test another Thunderbolt device yet. I have to think to reply here in case I try something else!
 

guicr15a702e1

New member
Joined
Sep 30, 2022
Messages
1
Hi rmorva158802d9

Today no, I didn't have an opportunity to have to test another Thunderbolt device yet. I have to think to reply here in case I try something else!
Have you found a solution? I have the exact same problem with the same monitor.
 
Top