Video not working when connecting monitors via USB-C

Have a Microsoft 365 administrator assign you a Surface portal role—preferably Microsoft Hardware Warranty Administrator—then create the repair request from Microsoft 365 admin center → Support → Microsoft Surface support.

A “Not Authorized” message on a company-owned Surface should first be handled as a portal-access or role issue. Surface portals require at least one supported administrator role; Microsoft recommends using the least-privileged role appropriate to the task rather than Global Administrator.^1^

Administrator action

Ask your Microsoft 365 administrator to:

1. Sign in to the Microsoft 365 admin center.
2. Go to Roles → Role assignments.
3. Search for Microsoft Hardware Warranty Administrator.
4. Open the role, select Assigned → Add users, add your account, and select Save.

That role can create and manage device replacement requests and update shipping addresses. Other supported roles include Microsoft Hardware Warranty Specialist, Service Support Admin, and Billing Admin, with different scopes.^1^

Submit the service request

After the role is assigned:

1. Open the Microsoft 365 admin center.
2. Select Support → Microsoft Surface support.
3. Open Warranty service & repair.
4. Select Create service request.
5. Choose repair or replacement for a serialized device.
6. Add the shipping and billing details.
7. Add the Surface by entering its serial number or selecting it from registered devices.
8. Choose the matching USB-C/external-display symptom and available service offer.
9. Add a concise description, such as:
   • External monitors do not display video over USB-C.
   • Whether the failure occurs with one or multiple monitors.
   • The cables, adapters, docks, and monitors tested.
   • Whether Surface firmware and Windows updates are current.
10. Review and submit. The portal generates a service-order ID and, when applicable, a shipping label.^2^

The Surface Support Portal requires a valid Microsoft tenant but does not require a Microsoft 365 subscription. If your organization manages enrolled Surface devices through Intune, it can alternatively use Intune admin center → All services → Surface Management Portal; that route requires Intune or Microsoft 365 E3/E5 and Intune enrollment.^3^

If access is still denied

If portal access remains delayed or denied after the role assignment:

1. In the Microsoft 365 admin center, open Help and Support.
2. Create a support request rather than another service order.
3. Select Contact support, choose phone or email, and include the device serial number and shipping address in the private issue description.

Microsoft documents Help and Support as the fallback for creating an order when Surface Support Portal access is delayed or denied.^2^

This Q&A forum cannot create or modify the service order. Also, remove the serial number from the public post; provide it only through the authenticated support portal or directly to your organization’s IT administrator.

Before shipping

If not already tested, Microsoft’s USB-C guidance recommends checking Surface driver and firmware status in Surface app → Help & support, testing a direct connection without a hub, and using a cable that supports video—not every USB-C cable supports every feature.^4^

References

1. Assign admin roles for Surface portals
2. Surface Support Portal overview
3. Surface portals overview
4. Troubleshoot problems with USB-C on Surface | Microsoft Support