Surface Pro 3 stuck on Boot screen when docked

Anonymous

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.

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Anonymous

Hi all,

Please see here and keep us updated.

Kind regards,

Clare

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Anonymous

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.

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Anonymous

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

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118 additional answers

Anonymous

2014-10-24T16:17:09+00:00

Hello jwu5062,

Thanks for reaching out to us with your issue of the Surface Pro 3 being intermittently stuck on the Surface loading screen. I'll do what I can to help you with this.

I have read your post thoroughly more than once. I know that you have done all updates, but I want to verify that you have also done all updates with your docking station and monitors attached. This is a small difference that is easy to overlook, but when doing updates with hardware attached, Windows Update will find drivers for the hardware. This may not be an issue in your case, but as it is the easiest solution, I wanted to ask you first.

Beyond this, we will need to have more information about the issue in order to troubleshoot it. We'll need to know your topology: i.e. what monitors you have attached and exactly how you have them connected, etc. You've briefly described this above, but we will need a fuller description.

Also, we will need you to run your computer for some time off of the dock to ascertain whether this indeed does occur only when attached to the dock or not. Do you recognize any pattern whatsoever to when this occurs? We'll have to investigate this further. Does it occur at certain times only? The circle of dots is a cold boot from a shut down state. Does this only happen if the Surface has shut down due to a time out in the power settings? Have you altered the power settings in any way? If this only happens on the dock, do you have any errors with charging the battery or any other signs to indicate that the power charger might be faulty?

Please answer these questions and give us any other information you think may be pertinent so that we may address this issue.

Best Wishes,

Zack_T
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Anonymous

2014-10-22T17:37:01+00:00

I have a core i5 Surface Pro 3 connected to 2 external monitors through the docking station (both HDMI to mini DisplayPort). About once a week, I'll come back to the computer and it'll be stuck on the logo screen with the dots going around in circles (see picture below). I don't know when this is occurring because I've never witnessed the actual moment it gets stuck. I've tested the SP3 going to "sleep" but it seems to wake up fine afterwards. The problem seems to happen more frequently (maybe exclusively?) when the SP3 is docked with the 2 monitors. I can't recall if it's gotten stuck while undocked - maybe, maybe not. Microsoft, I have no doubt other people are experiencing this as well so please release a fix soon.

To the Moderator: Please don't suggest I contact the support desk. I've already done that and all they tell me to do is perform a two-button shut down or hold down the power button for 30 seconds. Yes, this works. I know because I have to do it every week when my SP3 gets stuck. But these are not real solutions to the problem at hand. Microsoft needs to provide an actual fix. Also, please don't suggest that I install the latest firmware and software updates to my SP3 because I've already done that too.
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