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

2014-12-01T18:51:16+00:00

Hi TDOGDFW,

Thank you very much for reaching out to the Surface Community! I am sorry to hear that your Surface Pro 3 gets stuck at the logo screen everytime it is docked. I will try my best to get this issue resolved for you.

First and foremost, I appreciate your confirmation that you have all updates installed and reporting to us that you have also tried another Surface Pro 3 which worked as expected.

This leads me to believe that, as you suggested, there might be something wrong with the Surface. If you have no tried this already, I would recommend performing a refresh while the device is still in dock.

NOTE: Refreshing Surface reinstalls Windows and keeps your personal files, settings, apps that came installed on your Surface and those that you’ve installed from the Windows Store.

You’ll need to reinstall desktop apps from the websites or from the discs that you used to install those apps. Before you refresh Surface, make sure you have access to product keys and installation files for desktop apps that you want to reinstall (for example, Microsoft Office).

Step 1: Swipe in from the right edge of the screen, tap Settings.

(If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, click Settings.)

Step 2: Tap or click Change PC settings.

Step 3: Tap or click Update and recovery, and then tap or click Recovery.

Step 4: Under leRefresh your PC without affecting your files, tap or click Get started.

Step 5: Tap or click Next, ensure that your Surface is plugged in, and tap or click Refresh.

Surface restarts and the Surface logo displays while the refresh process completes (this can take several minutes).

Please let me know the results after trying this.
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Anonymous

2014-12-02T17:15:05+00:00

Split from this thread.

i'm still experiencing issues and no firmware update helped me so far.

The docking station does indeed charge the device but Surface doesn't boot up when docked: all i see is the surface logo but nothing happens..if i undock the surface and try to bootup i've got no issues.

I really want to love my surface pro 3...but seriously this thing is the most buggy piece of hardware i've ever bought..the first one i ordered made clicking noise and was substituted now this one has problems with the docking station. Feeling like a betatester after having spent more than 2000$ (surface + docking + keyborad+ the magic of Euro/Dollar 1:1 conversion courtesy of Microsoft store here in EU) isn't something i expected.
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