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
    2020-01-29T18:35:58+00:00

    Still waiting.

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  2. Anonymous
    2020-01-30T15:19:51+00:00

    Hi, Nabiscuit!

    I am truly sorry for the delayed response. I dropped a private message and I hope you can respond.

    Thanks!

    Regards,

    Janette_Z

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  3. Anonymous
    2020-02-05T03:37:24+00:00

    Hi, Nabiscuit!

    I am truly sorry for the delayed response. I dropped a private message and I hope you can respond.

    Thanks!

    Regards,

    Janette_Z

    Hi Janette_Z. I'm thinking that with all of the +1 and "Me Too!"s in this thread a private message might not be appropriate. I also have this issue, as perfectly described by everyone else in this thread. I have disabled all power saving options for USB and still get this 5 minute interruption while the dock enumerates all of the peripherals.

    Is any explanation available?

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  4. Anonymous
    2020-02-05T17:05:32+00:00

    Hi Janette_Z. I'm thinking that with all of the +1 and "Me Too!"s in this thread a private message might not be appropriate. I also have this issue, as perfectly described by everyone else in this thread. I have disabled all power saving options for USB and still get this 5 minute interruption while the dock enumerates all of the peripherals.

    Is any explanation available?

    Ryan,

    Just so you know - nothing is happening in that Private Message. Janette sent the request to her team for escalation and did a good job of documenting everything. 

    She did send some instructions over to possibly help the Ethernet Adapter on the Dock from Disconnecting and Reconnecting...

    The steps did nothing and the issue is still quite persistent. It has nothing to do with the individual ports on the Dock - it's the connection from the Dock to the Computer that's at issue. 

    Right now I'm only using the dock for Ethernet and Power (using the USB port for a Flash Drive and the MiniDVI port for the monitor) - and just this morning (while I've had three Bluetooth devices hooked up to it), it has disconnected and reconnected every 5 minutes - for a total 22 times... and it's only noon. So frustrating. 

    I'm really starting to think that the little charger they've included with the dock is just not enough for the i7 Surface Laptop. 

    -Nabil

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  5. Anonymous
    2020-02-10T16:07:55+00:00

    Having the same issues with a Surface Pro 4. Any solutions or suggestions on this?

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