USB-C port not working

Hi Rene Beumers1,

Thank you for posting in Microsoft Community.

I’m sorry to hear that you’re experiencing issues with the USB-C port on your Surface Pro 9. We didn’t intend for this to happen, and we want to ensure that you have a better experience.

Let’s work together in finding the best solution to this issue. Here are some troubleshooting steps you can try.

1. Check if the USB-C port is clean and free of debris. Use a soft-bristled brush or compressed air to clean it.  Sometimes, dust or debris can accumulate in the port and cause connectivity issues.
2. Try using a different USB-C cable or device to see if the issue is with the cable or device.
3. Restart your Surface Pro 9 and try the USB-C port again.
4. Check for any available updates for your Surface Pro 9 and install them.
5. Restart the Surface device to apply changes.

If none of these step's work, it's possible that there may be a hardware issue with the USB-C port. Just to set you an expectation. Processing replacement orders, checking the status of orders, and escalating cases are beyond our scope of support here in the community. We do not have the necessary tools to create or check orders. Only our live support team can assist you with this concern.

How to get service or repair for Surface - Microsoft Support

To contact the live support team.

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You can also check this forum article for a more detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

You can also check this link. Global Customer Service phone numbers - Microsoft Support

Thank you for your understanding. Please let me know how it goes.

Kind regards,

Christopher.

Dear Christopher.

Thank you for following up on this.

For starters, I resolved the issue. After running all available updates on the Surface Pro 9 the second USB-C port came available again.

Running all updates is a routine step in troubleshooting. So it was not prompted by anything Microsoft suggested.
It took a couple of attempts to get them running, but that is probably a local network issue.

I reached out to Microsoft because there are two USB-C ports on the Surface Pro 9. One was working, one was not. It seemed improbable that this could be caused by software or drivers somehow. so I assumed some hardware malfunction.
I did check the port physically for any obstruction.
I did all the checks, before seeking support.

So when i reach out, I know that I did my best, and I really need specialized support.

Here is where my problem starts.
I know this is none of your fault, but the way Microsoft goes out of their way, to NOT let you get in contact with a real person 1 on 1 real-time is staggering and frustrating.
I must have logged on to yet another instance of Microsoft Support over 20 times, getting nowhere.
The number I called goes through a long menu of options and then just disconnects.

Anyway.
Again, thank you for following up.
Sorry for venting.
The problem was fixed.
And if you know a better way of reaching the support we're entitled to, through our extended warranty, i would appreciate a nod in the right direction.

Kind Regards.
René Beumers.
Belden IT

PS. And just now i pressed reply and nothing happened. So I had to do it all over again.