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

2014-10-03T16:24:50+00:00

Hi kblam1,

Thank you for your response.

Could you please let me know the results of when you directly connect the adapter to the Surface Pro 3? This is to determine whether the problem may lie within the Surface or the Docking Station.

The monitors blank out whether I'm connected to the dock or SP3.

Second, just as annoying as blanking screens, the SP3 very regularly fails to turn on from hibernate or sleep when docked. I have the type cover on the SP3 when docked, and sometimes, it does boot but only the SP3's display is on (the other two monitors are dark). And being that the type cover is on, I have no idea that the SP3's display is on, so I keep pressing the power button and get into an endless loop of failure to boot and power cycling. THAT is even more annoying than blanking screens.

My setup is:

Surface Pro 3, from Lot 1432

Dock Station, from Lot 1431

Dock Station output from Mini DisplayPort to an EVGA DisplayPort MultiStream Hub, which feeds 2x 1080p Dell 24" monitors (model E2414H)

All Windows updates and Firmware updates available from Windows Update installed as of 9/22/2014.

I received a replacement dock. And...the issues are the same: (1) The monitors connected via the dock and DisplayPort hub still flicker or blank out. It happens when I plug the hub directly to the SP3 as well. BUT...I my workaround is that I unplug and re-plug in the DisplayPort plug from/to the dock or SP3. That *usually* fixes things. Very annoying, but it is a workaround. (2) When docked, the I almost am never able to wake the dock from sleep or hibernate on my the first try. Inevitably, I end up powering off the device because of how many times or how long I hold the power down. I LOSE ALL MY WORK already-opened programs this way. Again, very annoying. I have resorted to waking the SP3 up when not docked. Then docking it. This works most of the time.
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Anonymous

2014-09-26T18:32:10+00:00

uktivo:

Hang tight on the replacement dock!

It took mine about 3 weeks to arrive, however the issues you describe are the same thing that I encountered. I was also skeptical that a replacement dock would fix it - but thankfully it has. I am able to un-dock/re-dock without issue now, I have not lost my mouse or keyboard, and both of my external monitors light up every time. I'll be interested to hear if your replacement dock takes care of your troubles.

Best of luck :)

thanks for the info. appreciated
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