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.

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

Answer accepted by question author

Anonymous

Hi all,

Please see here and keep us updated.

Kind regards,

Clare

0 comments

Answer accepted by question author

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.

0 comments

Answer accepted by question author

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

0 comments

118 additional answers

Anonymous

2015-05-30T23:37:01+00:00

I'm having the same problem with my Surface Pro 3. When not docked, it wakes fine. When docked and I try to wake it, it freezes on the "Surface" splash screen -- no spinner even appears. I've run Windows Update with both the Touch Cover and Surface Dock attached. I have all the latest software and firmware updates that are offered, including optional updates.
Was this answer helpful?

0 comments No comments
Anonymous

2015-05-26T12:13:04+00:00
I too am seeing an issue like this, one THREE Surface Pro 3 i7/512/8GB

Two are built with Windows 8.1 ENT and 1 is "as is" out of the box direct from MS as a replacement (Windows 8.1 PRO). All accessories as MS branded (dock, mouse, keyboard, VGA adapter)

All Surfaces are fully updated and have the latest firmware. I've been working with MS Support but I wanted to add to this thread as it's the only one I've found that seems close.

I did two videos that may help explain what I’m seeing

https://www.dropbox.com/sh/60zfnejsaffusgg/AAC11LVnNLN3VUHvphnvPO2pa?dl=0

one shows with the VGA adapter disconnected, one shows with it connected.
- When the adapter is connected the Surface fails to boot (but there is the very odd occasion it does)
- When the adapter is NOT connected the Surface always boots
Was this answer helpful?

0 comments No comments