BenQ RP6501/7501 HDMI problems

[ABirch_BGS]

We have had 27 screens fitted over the summer and as teachers have started to use them they have found that they are randomly dropping the HDMI signal and losing connection. We have upgraded drivers, tried different cables and a number of different settings but can't seem to find a configuration that works.

 

Our classroom setups are either:

 

• A PC connected to a screen by display port or VGA and the BenQ connected by HDMI
  
• A Surface Go 2 connected via a Surface Dock to a monitor via a USB C adapter and the BenQ connected with a HDMI to USB C adapter.
  

 

We are experiencing the issue with both of these setups.

 

Any ideas?

 

THanks

[bknaggs]

PowerPoint? If you’ve moved from VGA connections you’ll find if a PowerPoint presentation is made full screen before the hdmi connection is established the connection will be lost once the PowerPoint is either closed or brought out of full screen mode.

[ABirch_BGS]

One user referenced it happening during a powerpoint but that doesn't appear to be a consistent cause of the issue. Useful to know though, thanks

[BenQ_Royce]

i'll get one of the team to contact you directly.

[BenQ_Chris]

Hi,

 

I've sent you a message so we can get this resolved for you. If this is now resolved, great! If you are still having issues, please let me know.

 

Thanks, Chris.

[ABirch_BGS]

Just to close this off, the issue is with the usb-c power output on the Surface Dock 2 rather than any problem with the BenQ screens. The dock doesn't throw out enough power to give a reliable connection to the screen on a HDMI cable. Has anyone else come across this deficiency?