Surface Dock Keeps Disconnecting Intermittently

Anonymous
2020-01-10T16:44:40+00:00

Microsoft,

What is going on with this thing?

I have had the Surface Dock for two months now. Purchased it to go with my Surface Laptop 1. 

Every day.... and I mean every day, this thing disconnects itself from my Surface Laptop, my monitor goes black, my usb peripherals disconnect, and my network goes down... and then in one second everything magically reconnects. 

Sometimes it only happens 5 times a day. Other days it happens like a gazillion.

Once it first started happening, I scoured the internet looking for a solution. I replaced the dock, I updated the firmware, I connected it to a different power source, I've power cycled, I've turned the cord around - etc. No matter what I do it keeps happening. 

And there is no good answers on this message board that seems to fix this issue. I have read them all. 

What is going on with this thing?

Right now, just so y'all know, this thing is only acting as a power source for my laptop. I am plugging the monitor directly into the Surface Laptop, I have upgraded to a bluetooth keyboard and mouse, and my Ethernet is going into the system over usb. Even with NOTHING else plugged into the Surface Dock.... nothing. Just power. It is STILL disconnecting and reconnecting intermittently. What the H?!?

This is unacceptable and you guys really need to figure out a solution for this. My boss has a Surface Book 1 and he also experiences these issues daily, as well. Since he's using dual monitors, he just puts up with them going out and turning back on five to twenty times a day. The only ones in the office with the dock that aren't experiencing these issues are the two that have Surface Pro 4's...

What can we do to fix this? The Surface Dock is currently the most expensive laptop charger I've ever purchased (since that's all it seems to be decent at). 

Sincerely, 

Microsoft Enthusiast

Surface | Accessories | Surface Dock

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  1. Anonymous
    2020-06-22T17:24:32+00:00

    I had a similar issue I've managed to fix it and it may be worth trying for yours. I've put a detailed overview of what my problem, configuration, troubleshooting and solution was. Its abit long winded - so you can just skip to the solution at the bottom of my text if you want.

    PROBLEM:

    Surface Pro external screens suddenly stopped working.

    BACKGROUND / CONFIGURATION:

    I had my Surface Pro 6 connected to a Surface Dock, which was connected to 2 external LG Monitors (both via a Mini DP to HDMI, then the monitor lead which was HDMI to HDMI to the monitor). I had been using this configuration for approximately 6 months without issue, when the external monitors suddenly stopped working.

    DETAILED ISSUE DESCRIPTION:

    When the external monitors suddenly stopped working I could see the Surface Pro, the Dock and the monitors were still on and receiving power. My Surface Pro was working fine by itself (eg: screen or usage wasn't altered or impacted). In the Display settings, it still showed the 2 external monitors as connected, however they were not receiving any image (this did not change whether "extend" or "duplicate" was selected) and they were unable to be repositioned. Upon clicking "Identify", no number appeared on the external monitors.

    TROUBLESHOOTING PERFORMED:

    • disconnected and reconnected all leads / connections (monitors, Surface Dock, Surface Pro)
    • restarted my Surface Pro 6 (hard & soft restart)
    • restarted my Surface Dock (power off and power on)
    • restarted my monitors (power off and power on)
    • ensured the monitors were (still) on the correct input setting (HDMI)
    • ensured all current updates had been installed
    • performed a Windows key sequence (windows logo + Ctrl + Shift + B)
    • confirmed Surface Pro works & powers on
    • confirmed monitors work & power on
    • confirmed Surface Dock powers on
    • confirmed I could hear the connect sound when connecting my Surface Dock to the Surface Pro
    • confirmed I could see the white light indicator on the Surface Dock lead when connected to the Surface Pro
    • confirmed the Surface Pro is charging when connected to the Surface Dock
    • disconnected, turned 180degrees and reconnected the Surface Dock lead to the Surface Pro
    • confirmed a single monitor will work with a direct connection to the laptop (without Surface Dock)

    No change

    !!! SOLUTION !!!

    I was FINALLY able to fix the issue by installing a Surface Dock firmware Update!

    • Go to Download Surface Tools for IT (https://www.microsoft.com/download/details.aspx?id=46703).
    • Select "Download".
    • You don't need all the files - only select the "Surface_Dock_FwUpdate" file (when I did this, the file name was Surface_Dock_FwUpdate_1.42.139_Win10_17134_19.084.31680_0.msi) It may be different for you depending on the latest file at the time you do this, but the file name will start with Surface_Dock_FWUpdate_ and a version number, and it will have a .msi file name extension at the end).
    • Click "Next".
    • Click "Run".
    • Follow the prompts. It prompted me to restart which I did.
    • NOW - when it restarted, there was no change and the monitors were still black. But I disconnected and then reconnected the Surface Dock lead to the Surface Pro and BINGO! My 2 external monitors came back up with the display again.

    I hope this helps!

    Although I am having this problem, indeed I am running the latest firmware update. But, just to be sure I uninstalled the update and then did a clean install of the latest firmware update, and within minutes I was having the same problem.

    Thank you for taking the time to post your solution. Wish it worked for me!

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  2. Anonymous
    2020-05-29T16:09:24+00:00

    Microsoft has sent me a new one and updated it and so far it has worked.  however it has only been a few weeks and it usually takes a few months to show up again.  Time will tell.

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  3. Anonymous
    2020-05-22T20:49:16+00:00

    I wonder if my problem is related.  I don't use a dock.  But the SDXC card that I keep in the slot of my Surface Pro 6 keeps disappearing from Windows.  I've replaced the SDXC card.  Tried Doxit liquid on the SDXC contacts.  All to no effect.  My SDXC card disappears about three times per week.  Less frequent than some of the disappearing dock problems in this thread.  But it might also be related to sleep as some posters here report.

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  4. Anonymous
    2020-05-05T16:43:03+00:00

    Similar issues - relying on the Surface Pro to teach remotely and intermittent connection issues are destroying lessons. Surface Pro worked fine for a couple of weeks and now - it will not connect. Looking at all (and there are a lot) the other threads on this forum and others, there is clearly a problem with the recommended Microsoft Docking system. My Surface Pro connects perfectly well with my wife's docking system (same design) so .... another £140 for another Dock. Love my Surface Pro but the Docking System is a shambles.

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  5. Anonymous
    2020-04-15T01:05:42+00:00

    I have the same issue.  I have a Surface Book 2 (Model 1793 i7).  I reported the issue and was sent a replacement dock.  Didn't fix it. 

    It is at the point where to get the dock to connect faster I start the Dock Update tool and run that when the dock disconnects.  That seems to have the system refresh faster and allow for the devices to reconnect.  One thing is for sure I am not getting a Surface for my next laptop.  This has (and continues to be) such a huge pain.

    The only thing that the dock is used for is to connect monitors and internet.  Power only provided to the laptop.

    I did not get a new dock, I got a new power supply.  I am told that it is the power supply that is causing this problem.  There is a "bug" in the old ones.

    Same problems as most of the folks in the thread. Intermittent connection and disconnection on the dock. I would love to try with a new power supply. Is there a particular power supply you bought? Thank you

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