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
    2022-01-13T08:09:19+00:00

    Thanks! I will give it a try

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  2. Anonymous
    2022-01-13T12:49:20+00:00

    Hi,

    I found this post looking for a solution to a similar error on a Surface Book I. I tried everything suggested by the users so far without success. In my case, the problem seems to be the detachable display. I detached and reattached and the dock connection is so far stable...

    Anyway, just in case this is helpful to someone!

    Cheers

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  4. Anonymous
    2022-02-21T15:10:43+00:00

    My Surface Laptop 4 and Surface Dock 2 have become completely unusable together. Its every other minute the mouse and keyboard will drop, or the monitor will go out, the speakers will stop working, etc...

    Often times I have to unplug and plug it back in at least 5-6 times before everything is finally working for a short period of time before it starts all over again.

    My original Surface Book and Dock has similar issues, but this is beyond usability at this point.

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  5. Anonymous
    2022-04-11T05:23:06+00:00

    I recently purchased the ATEN 2-Port USB-C Gen 2 Sharing Switch with Power Pass-through - US3342 to share my keyboard and mouse between my Surface Laptop 4 + Surface Dock 2 and my desktop PC shortly after purchasing the Surface Dock 2.

    I noticed regularly that the keyboard and mouse would drop while I was using. I would be typing on the keyboard and a given key would hold down so I typed thisssssssssssssssssssssss, then the keyboard lights would flash. The mouse also pauses from time-to-time.

    Thinking it might have been the US3342 switch I contacted ATEN and am about to send it in. In the meantime I plugged a USB hub directly in and am experiencing the same issue:

    TP Link UH720 USB Powered Hub with:

    • Logitech c930e Webcam
    • Elgato Streamdeck
    • Logitech Unifying Receiver
    • EPOS Impact 5066 Headset
    • Filco MajesticTouch Mechanical Switch Keyboard

    With the keyboard/mouse still dropping occasionally I tried disabling power management on all devices under the Universal Serial Bus Controllers section in Device Manager per this locked thread - Surface Dock keeps disconnecting/reconnecting USB devices with - Microsoft Community.

    Today I plugged the keyboard and mouse directly into the dock, removing the powered hub and other devices from the equation. The problem persisted. I came across a this thread where an earlier reply suggested disabling the USB selective suspend option when plugged in. I had to use the registry route as the UI doesn't appear to exist in Windows 11 with my Surface Laptop 4. After rebooting so far it has been stable. Will see how it goes in the next few days. Hopefully don't need to go the route of disabling it across all USB devices per the following KB article - USB devices may stop functioning correctly when multiple devices connected to the same USB hub go into selective suspend (microsoft.com). Will also leave USBDeview running to see if I can spot anything.

    Is anyone else making progress on this issue?

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