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
    2020-01-27T17:11:32+00:00

    Janette_Z,

    Where are you?

    This still hasn't been resolved and it seems like it's getting worse.

    -Nabil

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  2. Anonymous
    2020-01-20T09:12:01+00:00

    I agree, the power and connection is becoming more and more unstables recently.  Also affecting the bluetooth connection, not sure if that has to do with the power instability.

    Please get back to us.

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  3. Anonymous
    2020-01-17T17:20:46+00:00

    Hi, Nabiscuit!

    Thanks for reaching Microsoft Community and letting us know the Surface Dock issue you have. We appreciate details you provided and we also apologize for the troubles you have to go through here in scouring for troubleshooting guides to no avail. This isn't the experience that we want you to have. 

    If I understand it correctly, this involves several Surface Docks and Surface devices. You mentioned there are Surface Pro 4 devices that don't have issues. Are they using their own docks? If yes, can you try to borrow it and use it on your Surface Laptop then observe it? 

    Let me know how it goes.

    Regards,

    Janette_Z

    Janette_Z,

    Can we get some help here? You haven't responded to any of us, yet. It's been a week. 

    You guys are selling an expensive PC ecosystem that turns out to be a big bummer when it doesn't work as advertised. We could have all purchased Dells & Lenovos and saved a bunch of money... But we chose Microsoft for the product build quality, the pedigree, and the promise that you guys know what you're doing when regarding hardware compatibility with Windows.

    Please get back to us and let us know what's going on with these Surface Docks. 

    -Nabil

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  4. Anonymous
    2020-01-17T01:44:04+00:00

    Hi Guys, 

    I am having the exact same problem, I have a surface pro 4.  The surface pro 4 stays connected, but the USB peripherals that I plug in gets intermittent disconnection, (ex. Charging pad for my iphone, so my iphone keeps on beeping on and off because it starts charging, drops, starts charging again and drops, drives me crazy).  Same with the printer USB, sometimes it connects, sometimes it doesnt.  I tried other people's docks in the office, same problem.  

    My gut feeling is the power output from this surface dock cannot support all the power output.  

    Don't know why microsoft would launch such a garbage product.  I tried updated the surface dock and everything, nothing works.

    Please if anyone has a solution, would be happy to try

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  5. Anonymous
    2020-01-14T22:12:23+00:00

    I'm running 1909 as well.

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