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

2015-07-26T21:38:05+00:00
I currently have 15 SP3 i3 tablets in production. The list however is growing over the last month or so from those reporting that their tablets won't boot on the dock with certain display port adapters attached. Here are the specific scenarios I've encountered. In each scenario, the computer must be in the dock and running, then shut off, then without removing it from the dock turned back on.

With 3rd party mini displayport to DVI adapter. I've tried about 4 different ones. We see the Surface Splash screen, then nothing. It will never boot unless you press the power button to turn if off, then press it again to turn it back on.

With tablet in the dock using the Microsoft branded mini display port to VGA adapter. Same thing, the computer will never boot on first attempt.

With tablet using 3rd party mini display port to display port in on the monitor. No conversion to HDMI or DVI. No issues.

With tablet using Microsoft branded mini display port to HDMI adapter. No issues.

I spent about two hours on the phone with Microsoft trying to see if they could offer and acknowledgement of the issue and/or offer a work around. Got nowhere and eventually hung up after my tenth (not an exaggeration) transfer.

The only work around is to use the $40 adapter from Microsoft or upgrade to all Display port monitors. Both options are terrible in my opinion and expensive.

I suspected this was related to the January 2015 firmware upgrade, but there's been recent reason to doubt that correlation.

Any help would be greatly appreciated. Is anyone else seeing this issue?
HI MillerXFI!

I re-reading your post . . . I'm wondering if I understood you correctly . . . in your scenario 3 above is the tablet in the Dock? Or under no scenario are you able to cold start the tablet while in the dock??? Just trying to sort out the current options, while Susan & I start another 'case' .

My diagnostics are terrible, but at least I tried!

Are you saying that either a MS MiniPort to HDMI Adapter or a MiniPort to Miniport with no adapter in the Doc will allow it to cold start? I did not know there were monitors with MiniPort IN?

Alas I bought a new monitor with the SP3 purchase with only VGA and DVI so apparently none of these scenarios will work for me unless I buy another new monitor AND a MS Adapter?!

Thanks in advance for clarification. Deb
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Anonymous

2015-07-27T20:53:23+00:00

This post has gotten some views lately, sorry for disappearing.

I'm pulling from memory, I hope I remember correctly.

The SP3 will cold start on a dock, but you have to press the power button when it's stuck on the Surface splash screen to shut it off, then turn it back on.

There are only two paths to success. The Microsoft branded mini displayport to HDMI adapter, or use a Mini Display port to display port adapter that leads to a Display Port on a monitor. No conversion from Display Port to any other format will work, unless you use the Microsoft branded mini display port to HDMI adapter.

If you need to get to DVI, you can purchase the Microsoft branded Mini Display Port to HDMI adapter, and an HDMI to DVI adapter cable. This will work fine.
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