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

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.

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  1. Anonymous
    2020-12-14T23:27:19+00:00

    OK.  I might have found the issue.  It has been working for three days now.

    Don't laugh.

    I took a tooth brush and dipped it in rubbing alcohol 

    Cleaned the dock's connection plug

    Cleaned the folding keyboard terminals

    Cleaned the Surface Pro keyboard connection terminals

    Extensively cleaned the Surface Pro's dock connection socket.

    Finally, I blew them all dry with some canned air.

    Hope I did not just curse everything but it seems to be working.

    This work for anyone else?

    Randy, 

    It work for me too. Thanks!

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  2. Anonymous
    2020-11-30T10:49:19+00:00

    Having same issues with USB-docking station (i-tec) here. Works perfect with any other PC (like HP / Dell), but keeps dropping connection every 2-3  hour to both network, 2 external displays, keyboard/mouse and external harddive (all connected via the USB-dock).

    Using a Surface Pro 7 with newest OS update (today W10 Enterprise version 20H2.

    Problem has been appearing since about 3 months....

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  3. Anonymous
    2020-11-29T20:04:26+00:00

    I can say that my surface pro 7 is doing the same thing it's driving me insane and making wfh unbearable. I have the Kensington Surface Dock SD7000, I have even been told off by my school of having repeated Tech problem which seems to get better and worse with each update.. currently on Windows 10, version 2004, previous version seems to have worked better. FIX THIS PLEASE

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  4. Anonymous
    2020-11-16T19:40:20+00:00

    Thanks for this info. 

    After extensive testing i can safely say this is the issue with Surface line of laptops (at least latest ones. I dont have access to older models). 

    I am in progress of starting a class action lawsuite on this issue. 

    Once its in motion, I will be collecting everyone info to get in on it. 

    This is disturbing. A company’s top of the line laptop is unusable with external usb devices. 

    If anyone at Microsoft would actually try to use crappy Surface devices with their docking starions on daily basis, we would not be having this issue.

    Do all developers at Microsoft use MacBooks? Sure does look like it. 

    Microsoft should be making a public announcemnt, appologizing to their customers, and at least giving them hope by saying “WE ARE WORKING ON IT”

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  5. Anonymous
    2020-11-16T19:11:23+00:00

    I have similar issue.  I had a surface pro 4 that had no issues, but cascaded my device to a 15” surface book laptop that now constantly disconnects the usb ports on the docking station. My two monitors work fine without any intermittent disconnects, but my usb mouse and keyboard and usb headset disconnected constantly.  I updated all firmware, cleaned all connections and ports and still have all USB ports failing (disconnecting and reconnecting). 

    I did find this thread to be very helpful in resolving the issue as it arises and seems to work to prevent it until the system hibernates again (so I can at least be productive without interruptions), but it is not a permanent fix yet as this still has to be done at least once a day.  I just hope it helps others to be productive until a permanent fix is in place:

    https://www.reddit.com/r/Surface/comments/hr7jp3/surface\_dock\_usb\_ports\_and\_sound\_stop\_working/

    Surface Dock USB ports and sound stop working randomly... Fix

    [DOCK]

    I have had issues with my Surface Book 2 randomly disconnecting from the Surface Dock USB ports and the sound output (power, video + HDMI sound still work). There are so many threads on Microsoft Support forums, but they locked all of them without solutions SMH. So I am posting this here to save the masses

    Anyway, I tried for literally years for figure out what was going on. Eventually I bought a Surface Dock 2 and the same issues returned within a few days.

    Here's the fix that worked for me. It has to do with the SurfaceService -- Surface Integration Service. Its job is to manage power consumption during Sleep/Hibernate. I'm guessing it turns off the USB dock within the Surface Dock but does not turn them back on.

    The fix is to either manually restart the service:

    CTRL+SHIFT+ESC --> Services tab --> Right click "SurfaceService" --> Left click Restart. You may need to unplug and replug the Surface connector, but it should fix the issue, until the next time it happens.

    Or you can write a task in Task Scheduler to restart the SurfaceService every time you unlock the device:

    Look up how to write a task and make a batch file (.bat) saved as Read-only, with first line "net stop SurfaceService /y" on the second line "net start SurfaceService". You may need to unplug and replug the Surface connector, but usually not.

    Lemme know if this helps you.

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