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
    2020-04-24T16:10:43+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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  2. Anonymous
    2020-01-27T17:11:32+00:00

    Janette_Z,

    Where are you?

    This still hasn't been resolved and it seems like it's getting worse.

    -Nabil

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  3. Anonymous
    2022-01-10T17:14:12+00:00

    Hi,

    I found this thread in my desperate attempt to solve the same issue, my dock would disconnect almost everything except monitors and network connection. So I kept digging and found that it was the "USB selective suspend setting" in Power Options.

    When I went to go modify it, the option did not appear in my advanced power options menu. I had to add the following registry key via a elevated command prompt:

    REG ADD HKLM\SYSTEM\CurrentControlSet\Control\Power\PowerSettings\2a737441-1930-4402-8d77-b2bebba308a3\48e6b7a6-50f5-4782-a5d4-53bb8f07e226 /v Attributes /t REG_DWORD /d 2 /f

    or add it manually:

    When the option appeared, I disabled the setting for the plugged in setting.

    This worked for me, hope it helps.

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  4. Anonymous
    2020-05-06T03:09:46+00:00

    MICROSOFT PLEASE HELP!!! Same general problem for me.  I don't lose network, but I lose my USB MICROSOFT keyboard and mouse at least 6-10 times day...FRUSTRATING!!!

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  5. Anonymous
    2020-01-17T01:44:04+00:00

    Hi Guys, 

    I am having the exact same problem, I have a surface pro 4.  The surface pro 4 stays connected, but the USB peripherals that I plug in gets intermittent disconnection, (ex. Charging pad for my iphone, so my iphone keeps on beeping on and off because it starts charging, drops, starts charging again and drops, drives me crazy).  Same with the printer USB, sometimes it connects, sometimes it doesnt.  I tried other people's docks in the office, same problem.  

    My gut feeling is the power output from this surface dock cannot support all the power output.  

    Don't know why microsoft would launch such a garbage product.  I tried updated the surface dock and everything, nothing works.

    Please if anyone has a solution, would be happy to try

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