MTR for Windows No Dual Monitor Option for Latest Version (5.4.210.0)

Dear @Solomon Jones,

Thank you for reaching out to the Microsoft Q&A Forum.

I sincerely apologize for the inconvenience and the difficulty this unexpected issue with your Microsoft Teams Room (MTR) deployment is causing you. The missing "Dual Monitors" option is certainly a challenge, as that feature is key to a fully functional MTR experience. I see you've already put significant effort into the manual updates and checks and I'm here to help you. Based on my research, the absence of the "Dual Monitors" option is most often related to how the underlying system interacts with the displays.

Here are the steps you can try to troubleshoot and resolve this:

1.Verify Windows Display Detection 

The MTR application only exposes the dual display option if Windows 11 detects all display outputs (TAP controller and one or two room displays). This verification must be done while the system is in Admin Mode.

Check Display Settings in Windows:

1. Switch to Admin Mode: On the TAP controller, select More (three dots) > Settings > Windows Settings. Enter the Admin password.
2. Right-click on the desktop and select Display settings.
3. Scroll down and look for Multiple displays.
4. Confirm that both the TAP and TV are listed as individual monitors. If the TV is not listed, you have a hardware issue that needs to be fixed first.

Detect Display Manually (if TV is not detected):

1. In the Multiple displays section, click on Detect other display.
2. If Windows detects the TV, it should appear as a second monitor.
3. Drag the display icons to position them as desired. This confirms Windows can extend the desktop across both screens.

2.Update Display & Graphics Drivers

Out-of-date or corrupt graphics drivers can prevent the MTR application from correctly mapping display roles in Windows.

Update Windows Display Drivers:

1. Press Win + X and select Device Manager.
2. Expand the Display adapters section and right-click on your graphics card > Properties
3. Select Driver > Update driver 

Update the NUC Graphics Drivers (if applicable):

1. Visit the NUC or hardware manufacturer’s website (e.g., Intel) and download the latest graphics driver directly.
2. Install the driver and reboot the system after updating drivers to ensure all changes take effect.

3.Verify Physical Connections

• Test the Cable/Port: Disconnect the HDMI/DisplayPort cable running to the TV from the MTR console. Connect that same cable to a standard laptop or desktop PC. If the laptop successfully displays on the TV, the cable and TV are fine, and the problem is with the NUC/MTR console port.
• Rule Out Console Port: Use a different HDMI/DisplayPort cable and connect it to the same port on the NUC/MTR console that was connected to the TV. This rules out the NUC's specific video output port as being faulty.
• Bypass Intermediary Devices: If you are using any external device between the NUC and the TV (like an HDMI splitter, matrix, or capture card), bypass it entirely and connect the NUC directly to the TV.
• Power Cycle the TV: Turn the TV off, unplug it from power, wait 30 seconds and plug it back in.

If you have one large room monitor: The "Dual Monitors" option should not appear. If your content is showing on the TAP, you must return to Step 1 and set the TV/Console as the correct primary or extended display for the MTR Console interface to appear there.

Clear the MTR Cache: This forces the MTR app to re-read the environment and can sometime resolve configuration sync issues.

While in Admin Mode, navigate to the MTR application data folder and delete the cache contents.

• Path is typically: C:\Users\Skype\AppData\Local\Packages\Microsoft.TeamsRooms_8wekyb3d8bbwe\LocalCache\
• Reboot the MTR device after clearing the cache.

 For reference: Microsoft Teams Rooms maintenance and operations - Microsoft Teams

4.Contact Microsoft Support

As a forum moderator, I genuinely wish I could directly access your account or delve into the backend systems to diagnose and fix this for you. However, our role here is limited to providing general guidance and solutions that can be applied by users. 

If none of the above solutions work, the issue likely requires specialized backend diagnostics that only the dedicated support team can perform. I recommend that the Global Admin in your organization create a service request with Microsoft Support. A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis. Ask The Global Admin in your organization to create a service request with Microsoft support to get advanced technical assistance and diagnostics. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin. If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support

For additional assistance, use this link to find the appropriate contact number: Global Customer Service phone numbers - Microsoft Support 

I truly hope you get your issue resolved swiftly. Please know that even though I can't directly intervene, directing you to the correct, specialized support is the most effective help I can provide from my position. Once you have a Support Ticket ID, you can share it with me here in the Microsoft Community via a private message. This will allow me to track the progress and ensure your case receives the necessary attention. Thank you for your patience and understanding. I'm looking forward to your reply. 

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".  

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.