AN515-57-537Y Cannot detect external monitors

gmbrightside
gmbrightside Member Posts: 6

Tinkerer

I just purchased this laptop a month ago. I've got two Sceptre T27 monitors that I run off my two other laptops just fine, extending the display to have three screens. The one I plug into the HDMI port works fine. The other monitor, I've got a DisplayPort > USB 3.0 cable and a DisplayPort > USB-C cable and neither of them work. Nothing happens when I plug in the USB 3.0. USB-C says "This DisplayPort connection might be limited."

Best Answer

  • JackE
    JackE ACE Posts: 44,869 Trailblazer
    Answer ✓

    I checked BIOS and I only have Intel VTX and Intel VTD. That third line is missing. Does that mean this laptop can't do it?

    Press Ctrl+S in the BIOS page to see if any hidden options appear.

    Jack E/NJ

Answers

  • JackE
    JackE ACE Posts: 44,869 Trailblazer

    You must use the type-C ThunderBolt port on the right side as shown below. The other type-C port does not natively support alternate mode DP video signal output. The ThunderBolt Type-C-to-DP or HDMI cable should be ThunderBolt certified.

    Jack E/NJ

  • gmbrightside
    gmbrightside Member Posts: 6

    Tinkerer

    JackE - Thank you, but I am using the port marked as #1 in that image and it says unrecognized hardware detected. I've got two of the same monitor and the other one works fine. The one not working also works with other laptops.

    I've tried DisplayPort > USB-C and now HDMI > USB-C and both give the same error.

  • JackE
    JackE ACE Posts: 44,869 Trailblazer

    I've got two of the same monitor and the other one works fine. The one not working he one not working also works with other laptops.

    Well then it sounds like one of the monitors has an issue with a Thunderbolt port or is not exactly the same as, or identical . to the one that is working with the Thunderbolt port. Highly unlikely that the problem is with the Thunderbolt port with this piece of information. What brand and model number are the two monitors and approximate purchase date for each?

    Jack E/NJ

  • gmbrightside
    gmbrightside Member Posts: 6

    Tinkerer

    edited July 2023

    Sceptre 27" Curved 75Hz LED Monitor C278W-1920R

    Purchased them both off the same shelf at exactly the same time. The Display port > USB-C hookup works perfectly on my HP laptop, it also works on my older Acer with a HDMI > USB 3.0 adapter.

  • He has to check if this feature is enabled in the bios:

    I also already checked in some threads, that some versions of the model an515-57, depending on the region in which it is sold, may not have support for thunderbolt.

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
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                                                     egydiocoelho Trailblazer
     
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  • JackE
    JackE ACE Posts: 44,869 Trailblazer

    https://community.acer.com/en/profile/egydiocoelho

    I don't think it matters at this point. I think his AN515-57 is a true type-C ThunderBolt (TBT) port.

    He has two exactly the same monitors —- two Sceptre 27" Curved 75Hz LED Monitor C278W-1920R purchased off the same shelf at exactly the same time.

    One of them works fine with his AN515-57. And one of them doesn't. They both work fine on other laptops that may not have true type-C TBT ports but type-C alternate mode DP video output

    I can only find reference to a C275W-1920R, not a C278W-1920R. As far as I can tell, the C275W is a 2020 model that is not TBT-certified. Which means this model series might —- or might NOT —- work properly with video output from a type-C TBT port.

    I think that's what we're seeing here.

    Jack E/NJ

  • gmbrightside
    gmbrightside Member Posts: 6

    Tinkerer

    If I run the same USB-C cable from the same monitor into my company HP laptop, it works perfectly. That HP is several years old and I bought this Acer in May of this year. Does this mean I received an old model or something?

  • gmbrightside
    gmbrightside Member Posts: 6

    Tinkerer

    I checked BIOS and I only have Intel VTX and Intel VTD. That third line is missing. Does that mean this laptop can't do it?

  • JackE
    JackE ACE Posts: 44,869 Trailblazer
    Answer ✓

    I checked BIOS and I only have Intel VTX and Intel VTD. That third line is missing. Does that mean this laptop can't do it?

    Press Ctrl+S in the BIOS page to see if any hidden options appear.

    Jack E/NJ

  • gmbrightside
    gmbrightside Member Posts: 6

    Tinkerer

    Nothing shows up when I try this. Should I assume the laptop can't handle running a monitor from this port?

    Thank you for your continued help.

  • JackE
    JackE ACE Posts: 44,869 Trailblazer

    I've got two of the same monitor and the other one works fine.

    Should I assume the laptop can't handle running a monitor from this port?

    What do you mean? Does one of the two C275W-1920R monitors work fine or doesn't it?

    Jack E/NJ

  • I still think his computer is not thunderbolt compatible. It should have a lightning bolt next to the usb-c port.

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
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                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • JackE
    JackE ACE Posts: 44,869 Trailblazer
    edited July 2023

    Quite possible https://community.acer.com/en/profile/egydiocoelho since the Acer ad doesn't seem to suggest a TBT port feature. If that's the case, other Acer users have reported the following USB-to-Video signal converters seem to work on data only USB ports that don't natively support alternate mode video output. They however do not support high refresh rates so may not be suitable for some games.

    usb-2-video signal converters


    hdmi form factor

    https://www.amazon.com/Plugable-Monitors-Universal-Graphics-Thunderbolt/dp/B09R47RD5M/ref=asc_df_B09R47RD5M/?tag=hyprod-20&linkCode=df0&hvadid=583376942549&hvpos=&hvnetw=g&hvrand=13737961001509393452&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9004037&hvtargid=pla-1637844116543&psc=1
    https://www.amazon.com/gp/product/B00BPEV1XK/
    https://www.amazon.com/gp/product/B0811LTJ1H/ref=ox_sc_act_title_1?smid=A2Q675KK39AE01&psc=1
    https://i-tec.pro/en/produkt/u3dual4kdp-2/
    https://community.acer.com/en/discussion/comment/951662#Comment_951662
    https://www.amazon.co.uk/gp/product/B00BPEV1XK/ref=ppx_yo_dt_b_asin_title_o01_s00?ie=UTF8&psc=1
    https://www.amazon.ca/gp/product/B00698ZUHK/ref=ppx_yo_dt_b_asin_image_o02_s00?ie=UTF8&psc=1
    https://www.startech.com/en-us/audio-video-products/usb32hdes
    https://smile.amazon.com/dp/B0725K1MHH?psc=1&ref=ppx_yo2ov_dt_b_product_details

    displayport form factor


    https://www.amazon.com/Cable-Matters-DisplayPort-Supporting-Resolution/dp/B018YHTUNI/ref=sr_1_10?crid=35VF6GFPGK43N&dchild=1&keywords=cable+matters+usbc+to+displayport+adapter&qid=1598400106&s=electronics&sprefix=cable+matters+usb+to+displayport%2Celectronics%2C171&sr=1-10

    https://www.amazon.co.uk/dp/B07W3ZSYF1
    https://www.amazon.com/gp/product/B00BPEV1XK/
    https://www.displaylink.com/products

    dock converters


    https://www.amazon.com/WAVLINK-Universal-DisplayPort-2xDisplay-Ethernet/dp/B08G1H7ZGJ/ref=sr_1_1?crid=2WWKEJ8CPRUCP&keywords=wavlink+69dk5&qid=1654690060&sprefix=Wavlink+69DK5%2Caps%2C93&sr=8-1

    WAVLINK ‎UG69DK1 from amazon

    Jack E/NJ