Surface Pro 3 stuck on Boot screen when docked

Anonymous
2014-11-29T20:31:52+00:00

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.

Surface | Surface Pro | Performance and maintenance

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
2015-08-27T16:51:29+00:00

Hi all,

Please see here and keep us updated.

Kind regards,

Clare

Was this answer helpful?

0 comments
Answer accepted by question author
Anonymous
2015-02-10T17:02:26+00:00

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.

Was this answer helpful?

0 comments
Answer accepted by question author
Anonymous
2014-10-29T00:58:12+00:00

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

Was this answer helpful?

0 comments

118 additional answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Deleted

    This answer has been deleted due to a violation of our Code of Conduct. The answer was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.

    Comments have been turned off. Learn more

  2. Anonymous
    2014-10-24T19:17:40+00:00

    I finally caught my SP3 in the act of freezing up.  What happens is that all of a sudden, the PC will just turn into a blue screen with frown face and it will say "Your PC ran into a problem and needs to restart.  We're just collecting error info, and the we'll restart for you.  If you'd like to know more, you can search online for this error: DRIVER_POWER_STATE_FAILURE".  Then it restarts, and this is where it gets stuck at the SP3 logo screen with the dots going round in circles.  At this point, I hold down the power button for 30 seconds.  If I simply turn it on without doing anything else, the PC will let me log in and I can get to the start screen, but all the icons will be frozen.  If I do a "volume up" + "power button" hold for 20 seconds then wait 10 seconds before starting up (and after 30 second power button hold), then everything is ok. 

    FYI - This freezing up scenario has happened at least 2-3 dozen times already since I purchases the SP3 (about once per week, sometimes a few times per day).  It is not a once-in-a-while occurrence.

    To help you troubleshoot, I am uploading some error logs (see links at the end of this entry).  Notice that there are 2 critical errors in the 1st and 3rd files that correspond to when the computer froze up.  Notice that there are numerous other errors that aren't critical.  ***Are these "non-critical"***errors and/or their frequency typical?

    To answer your questions, I have a 27 inch HP ZR2740w connected to the back of the dock (HDMI to minidisplay port) and a HP Z27i connected to the minidisplayport on the side of the SP3.  My updates were generally carried out NOT docked (although a few were).  Can you tell me should I be re-installing the previous updates with the SP3 docked?  Can this even be done?

    The freezing up seems to happen randomly.  For instance, yesterday it happened only when firefox (latest version) was running and nothing else.  Other times, I'll be gone from the office and I'll come back with it frozen up.  I don't have any errors with charging battery or other signs that power might be faulty (but that doesn't mean it's not the problem).  And one more thing is that I do believe that these issues are happening almost exclusively when docked.  I think it may have happened once before I purchased the dock, but that particular incident may unrelated.

    Thanks for your help!

    Links to Error Logs:

    http://1drv.ms/1wvEZvF

    http://1drv.ms/ZQIdPK

    http://1drv.ms/1tymuYA

    http://1drv.ms/ZQIlic

    Was this answer helpful?

    0 comments