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
    2020-03-06T02:39:33+00:00

    Fortunately for me (but unfortunately for some), the steps I outlined in my repair adventure have resolved my dock's issues since I posted them.

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  2. Anonymous
    2020-03-25T16:23:12+00:00

    I have a monitor hooked up to my Surface Book Pro 2 through the dock and it fails, too.  (Last night it was flashing at me so fast you would think it was trying to communicate with Morse code!) The music fails, the USB stuff fails.  EVERYTHING in the dock fails except the charger, and frankly I don't know if it it failing or not at the time since it doesn't really matter if it fails a second at a time.

    I agree with with folk's outrage here.  A $3000 dollar system SHOULD NOT FAIL like this.  And where are you, Microsoft?  Why aren't you fixing this or updating us as to your efforts?  Mine's been down a year or so now. And if it's a flaw with the dock, why haven't you pulled the product and replaced it, at least for the affected lines?  Even if you don't replace my doc (and you should, shame on you!), at least get a functioning option out there  so I can grumble and buy to get my system running properly.

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  3. Anonymous
    2020-03-25T16:55:27+00:00

    I called Microsoft and they worked on my system and then sent me a new dock power pack.  It is not the dock just the power pack that has a problem.  I got the new one and now it works correctly.

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  4. Anonymous
    2020-04-08T17:42:25+00:00

    I have the same issue.  I have a Surface Book 2 (Model 1793 i7).  I reported the issue and was sent a replacement dock.  Didn't fix it. 

    It is at the point where to get the dock to connect faster I start the Dock Update tool and run that when the dock disconnects.  That seems to have the system refresh faster and allow for the devices to reconnect.  One thing is for sure I am not getting a Surface for my next laptop.  This has (and continues to be) such a huge pain.

    The only thing that the dock is used for is to connect monitors and internet.  Power only provided to the laptop.

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  5. Anonymous
    2020-04-08T18:12:09+00:00

    I have the same issue.  I have a Surface Book 2 (Model 1793 i7).  I reported the issue and was sent a replacement dock.  Didn't fix it. 

    It is at the point where to get the dock to connect faster I start the Dock Update tool and run that when the dock disconnects.  That seems to have the system refresh faster and allow for the devices to reconnect.  One thing is for sure I am not getting a Surface for my next laptop.  This has (and continues to be) such a huge pain.

    The only thing that the dock is used for is to connect monitors and internet.  Power only provided to the laptop.

    I did not get a new dock, I got a new power supply.  I am told that it is the power supply that is causing this problem.  There is a "bug" in the old ones.

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