Surface Pro 3 stuck on Boot screen when docked

Anonymous
2014-11-29T20:31:52+00:00

My SP3 boots fine and acts normally when not docked, but when I dock the computer and boot the computer hangs on the boot screen.  I see the SURFACE logo but nothing else.  I've let it run for hours with no resolution.  This is not a random thing, but happens on every boot. 

Please do not ask me to check for latest updates... I've obviously checked for any and all updates, including optional updates.

I can boot the SP3 and then dock it and all peripherals work.  I've also tried booting while docked with no peripherals attached and it still locks on the boot screen.  I put another SP3 into the dock, and it boots fine.  It appears there is something corrupt with the SP3 having the problems, but there are no device problems or other issues that I can find.

A recent KB was posted with the fix:

https://support.microsoft.com/en-us/kb/3087655

My devices work great now.

Surface | Surface Pro | Performance and maintenance

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments
Answer accepted by question author
Anonymous
2015-08-27T16:51:29+00:00

Hi all,

Please see here and keep us updated.

Kind regards,

Clare

Was this answer helpful?

0 comments
Answer accepted by question author
Anonymous
2015-02-10T17:02:26+00:00

It appears a recent firmware update has fixed the problem... it's at my fathers house, but he has not complained about it of late.

Was this answer helpful?

0 comments
Answer accepted by question author
Anonymous
2014-10-29T00:58:12+00:00

Hello jwu5062,

Given the issues you have described here, we recommend trying a reset and then installing all updates for the Surface again with your devices attached (i.e. monitor and Docking Station ). Before doing this, please backup any files you want to save, as a reset will erase your memory. You could consider doing this with external media such as sd cards, or you could use OneDrive to keep your files safe. This guide has more information about how to perform a reset. After the reset, search for all updates in Control Panel, even if your computer automatically finds and installs updates, check again in Control Panel after it is complete. This is how:

  • Open Desktop
  • Swipe from right and select Settings
  • Choose Control Panel
  • Click on Windows Update
  • Select Check for Updates
  • Restart your Surface and check for updates again.

If resetting and installing all updates does not resolve this issue, we recommend that you reach out to our Assisted Support team for further assistance. You can contact them through this site.

Please let us know if you have any other questions or problems.

Best Wishes,

Zack_T

Was this answer helpful?

0 comments

118 additional answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2015-01-03T05:58:16+00:00

    Also, the dock is not the problem as MS sent me THREE of them, all of which still had issues with SP3 being stuck on start logo when docked.  FYI - after much testing, I narrowed the issue down to only when an external monitor is plugged into the dock is when the problem arises.  If you plug that same exact monitor into the side of the SP3 while docked, the problem disappears.  Apparently, there is some firmware/software glitch in the SP3 itself that causes a miscommunication when the mini DisplayPort on the dock is in use.  I had reset and refreshed my SP3 several times all of which did not help one bit.  And, yes, Mr. Moderator, I installed everyone one of the updates with the SP3 docked.  However, I had to have the external monitor plugged into the port on the SP3 itself because if was plugged into the dock, the update installs would fail because it stalled on restart! Go figure!

    I got the problem fixed by asking Microsoft to send me a new SP3 because mine was still under warranty.  Bottom line is that if anyone is having this issue, you should ask Microsoft immediately send you a new SP3 (actually refurbished).  I was an early adopter of the SP3 (July 2014) so it may be the case that machines manufactured in recent months may not have this problem.  Perhaps Microsoft would care to shed some light on this matter?  Yeah, right!  Good one, hah!

    Was this answer helpful?

    0 comments
  2. Anonymous
    2015-01-03T05:45:21+00:00

    I got the problem fixed by asking Microsoft to send me a new SP3 because mine was still under warranty.  The dock is not the problem as they sent me THREE of them, all of which still had issues with SP3 being stuck on start logo when docked.  FYI - after much testing, I narrowed the problem down to when an external monitor is plugged into the dock is when the problem arises.  If you plug that same exact monitor into the side of your SP3 while docked, the problem disappears.  Apparently, there is some firmware/software glitch in the SP3 itself that causes a miscommunication when the mini DisplayPort on the dock is in use.  Bottom line is that you should have Microsoft immediately send you a new SP3 (actually refurbished).  Good luck.

    Was this answer helpful?

    0 comments