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

2014-09-23T23:25:36+00:00

Hi All,

Thank you for your responses and topography of the setup.

Max,

Do you see the "plugged in not charging" message when the device is undocked as well? Is the device getting charge when it's docked?

I understand that the adapter works only when it is directly connected to the Surface. Does it mean that it has never worked when plugged into the Docking Station, or it stopped working at one point?

Have you tried using a different adapter to see if it makes a difference?

Also, just for reference, please provide the make and model of the external monitor(s) you are using as well.

kblam1,

Although it doesn't have functional problems, considering the fact that the screen goes red at logo screen, there might be an issue with the device itself. Please see this article called "The Surface Pro startup screen is red" This is often caused if you change the default factory Unified Extensible Firmware Interface (UEFI) settings on the device, and it is recommended that you perform a reset. This could be causing the problem with the Docking Station; however, I understand that resetting the device is not always a viable solution to some users, and since you have no problem with the functionality of the device, it might not be necessary -- but this is something you should consider if the problem persists.

Could you also provide the make and model of your dell monitor?
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Anonymous

2014-09-24T01:22:27+00:00

Hi All,

Thank you for your responses and topography of the setup.

Max,

Do you see the "plugged in not charging" message when the device is undocked as well? Is the device getting charge when it's docked?

I understand that the adapter works only when it is directly connected to the Surface. Does it mean that it has never worked when plugged into the Docking Station, or it stopped working at one point?

Have you tried using a different adapter to see if it makes a difference?

Also, just for reference, please provide the make and model of the external monitor(s) you are using as well.

kblam1,

Although it doesn't have functional problems, considering the fact that the screen goes red at logo screen, there might be an issue with the device itself. Please see this article called "The Surface Pro startup screen is red" This is often caused if you change the default factory Unified Extensible Firmware Interface (UEFI) settings on the device, and it is recommended that you perform a reset. This could be causing the problem with the Docking Station; however, I understand that resetting the device is not always a viable solution to some users, and since you have no problem with the functionality of the device, it might not be necessary -- but this is something you should consider if the problem persists.

Could you also provide the make and model of your dell monitor?

I will look into the red-screen link.

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.
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