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
    2020-01-14T21:47:20+00:00

    I have a Surface PRo 5 (2017) and I too am having an intermittent issues with the dock disconnecting.  I thought the dock I had was bad so I bought another one brand new same thing running Winver 1909

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  2. Anonymous
    2020-01-13T17:40:54+00:00

    Craig, 

    Absolutely. It happens with new docks, it happens with other people's docks, and it doesn't matter what you're doing with it. Same results. 

    Yes, Janette - I have tried everyone's docks in the office. It's the dock plus the device that's having the issue. The Surface Pro 4's don't seem to suffer from these problems. Just the Surface Laptops and the Surface Books (which is a damn shame).

    -Nabil

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  3. Anonymous
    2020-01-11T03:50:46+00:00

    Nabiscuit, Janette,

           I too have experienced the exact same issue with my dock, and a second dock i tried and a second Surface Book also with the same issue.  I was able to duplicate this multiple times.  While docked and the issue occurs, I see USB controller drops all devices in the dock, then the re-discover then disappear again. 

    I thought I seen once that the Microsoft 800 keyboard and mouse  https://www.microsoft.com/accessories/en-us/d/wireless-keyboard-800  had a compatiability issue.  

    I could duplicate the issue using Amazon Music playing out the doc jack, the App running on one of the other extended monitors.  In addition I use Microsoft Garage Mouse Without Borders, but I believe the issue occurs even if I am not using this product.  

    Craig

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  4. Anonymous
    2020-01-10T23:09:42+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

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