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

2015-07-24T21:29:43+00:00

I have honestly lost track. Let's get a case open for you regardless. In the meantime, I'll review my case notes and see.
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Anonymous

Let's get you an ITpro case to look at this issue. Can you email me at susan-at-msmvps.com (change the -at- to @). I'll need a phone number from you to arrange for a call back.

Hi Susan!

Thanks for your Volunteer help! Was there ever a 'ticket' or 'case' opened about this docking station boot-up issue??? Would be nice to know what's up since there are quite a number of people on various forums chatting about this. As I mentioned before I never hit on the fact that the port adapter might be a variable - I'm just a simple user with little experience but below are my test results if that is of any use to anyone.

Thanks!! Deb

Symptoms - SP3 stalls on start-up - on a black screen with the white 'Surface' logo/letters and the spinning circular dots do not appear as with a normal start-up.
Purchased SP3 on June 23, 2015. <br>On-line chat with MS SP3 Help on July 10, 2015 diagnosed the Docking Station was 'defective' and sent me a 'new' one. Service Request Number: 1295829941. The 'New One' does the exact same thing! <br>All system software is up to date.
Microsoft Community and other Internet Technical Chat Sites report this is a FREQUENT and unresolved problem with the SP3 as of July 20, 2015.
Did the following tests to try to isolate the problem.

Arrangement for Start-up Test	# of Starts	# of Stalls	Total # Tests	Success Rate	Failure Rate
Tablet 'Sitting On' Docking Station AND <br>NOT Previously 'Plugged Into' AND NOT Previously Running in Docking Station	10	0	10	100%	0%
Tablet Connected to 'Tablet Power Cord' (no Docking Station)	10	0	10	100%	0%
Reboot While Connected to Docking Station (and previously running on DC). To perform this test, must start up from tablet separately, then place into the docking station.	10	0	10	100%	0%
Tablet Running on Battery	10	0	10	100%	0%
SP3 Tablet Connected to Docking Station (cold start)	1	9	10	10%	90%
Tablet 'Sitting on' Docking Station, Not Plugged into it, but previously running in Docking Station. To perform this test, must start up from tablet separately, then place into the docking station.	1	9	10	10%	90%
After Failed Start Attempt Connected to Docking Station, Removed Tablet Briefly & set back onto Docking Station but did not Connect it	2	8	10	20%	80%
After Failed Start Attempt <br>Connected to Docking Station, Removed Tablet & placed on my lap for several seconds, set back onto Docking Station but did not Connect	10	0	10	100%	0%

Notes
All starts are 'cold starts' from a shut down unless otherwise noted.
I did not test the typecover - no noticeable problems with this as was the 'buzz' on the chat sites last year.
Once the unit started up, it ran fine. All shut-downs were done via the system shut-down softward/procedure unless the unit stalled & then the power button was held for 10 seconds to shut down.
By the conclusion of these tests I could reliably predict that the SP3 will: <br><br>A - Not start if connected to the Docking Station <br><br>B - Not start if it had just been in the Docking station with failed start attempts AND the 'flaps of the docking station are just opened & the tablet left to just rest there <br><br>C - Not start if same as 'B' and only picked up briefly & set back down. <br>BUT . . . <br><br>D - Will start if picked up, rested on my lap for several seconds and rested back on the docking station unconnected <br><br>E - Will start if Tablet had been elsewhere & just set onto the Docking Station without closing the plug-in flaps. <br><br>F - Will also 're-start' in the docking station <br><br>G - Will start in all scenarios not connected with the Docking Station
Conclusion - I'm no computer or electrical engineer, but sure seems like there is a shielding or grounding <br>or static electricity 'thing' going on between the tablet & the docking station. Would love to get a resolution to this problem soon as it is really annoying.

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