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
    2020-04-15T01:05:42+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.

    Same problems as most of the folks in the thread. Intermittent connection and disconnection on the dock. I would love to try with a new power supply. Is there a particular power supply you bought? Thank you

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  2. Anonymous
    2020-04-24T16:10:43+00:00

    I have two Surface Book 2s: 13-inch and 15-inch.  I have no issues using the 13-inch Surface Book 2 with a Surface Dock connected to 2 external displays, a mouse, and a keyboard.  The first time I connected my 15-inch Surface Book 2, to the same Surface Dock, within 10 minutes, the displays, mouse, and keyboard all started randomly disconnecting/reconnecting. 

    I updated the Surface Dock firmware this week (Surface_Dock_FwUpdate_1.42.139_Win10_17134_19.084.31680_0.msi).  I still have the same problems with the 15-inch Book--but the disconnects do seem to be happening less frequently.

    I have had access to three different Surface Docks--all work great with the 13-inch Surface Book 2; all have problems with the 15-inch Surface Book 2. 

    So, based on my experiences, I have to assume that the problem is not the Surface Dock.  Rather, the problem exists in my 15-inch Surface Book 2.  (Differences with internal hardware, manufacturers, etc.?)

    Hoping this info helps someone to identify the culprit.

    --mpt

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  3. Anonymous
    2020-04-25T04:21:22+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.

    Is this simply a matter of contacting Microsoft and they'll send you a new power pack?  What's the difference between a power pack and the docking station?  I got a docking station for my original Surface Book.  I was told this will work for the new Surface Laptop 2 that I got, but I've had similar problems with what's been described by the others.

    Also, it seems like it's been forever since Microsoft has responded to this thread.  Shouldn't they simply replace this for anyone who complains?  The problem seems prevalent enough.

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  4. Anonymous
    2020-04-25T17:13:47+00:00

    Yes, many people have this problem.  I don't think Microsoft cares about this.  I started having the isuse again and now they are sending me a new dock.  However first i have to send back my old one.  what a pain!

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  5. Anonymous
    2020-04-25T17:38:34+00:00

    Yes, many people have this problem.  I don't think Microsoft cares about this.  I started having the isuse again and now they are sending me a new dock.  However first i have to send back my old one.  what a pain!

    Does replacing the dock really solve the problem?

    Cheers.

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