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
    2021-01-27T17:05:08+00:00

    On a hardware related note, who has had problems with their touch-pad becoming unresponsive for 5-20 seconds at a time? I see this when I am using the laptop on its own (no docking station).

    My touch-pad issue seems to be getting worse; the other day both the touch-pad and the keyboard became unresponsive. There was no recovery until I disconnected the screen from the keyboard (went into tablet mode). After reconnecting the screen to the keyboard both the touch-pad and keyboard were restored.

    This could be a contact issue with the connection between the screen and keyboard.

    On paper this laptop is great; actual delivered performance and ease of use is very bad when considering all these nuisance problems.

    Thanks,

    Roy

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  2. Anonymous
    2021-01-27T09:02:11+00:00

    Unfortunately this didn't work for me either.

    I've made complaints at Microsoft and I'vereceived a COMPLETELY NEW Surface Laptop.

    After installing the newest version of Windows and putting back all the programs that I use...the issues returned immediately :(

    So it's definitely a problem with the Microsoft hardware or the Microsoft software.

    The only fix that works for me (when the problems occur) is to reboot Windows and it's solved again for a period of time.

    It looks like the problems only occur AFTER the surface laptop returns from stand-by modus.

    Maybe that’s something that the Microsoft tecchies can work on?

    Anyway; also for me…this is the first and also the LAST laptop from Microsoft that I will ever buy…

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  3. Anonymous
    2021-01-08T14:41:40+00:00

    Hi, Nabiscuit!

    Thanks for reaching Microsoft Community and letting us know the Surface Dock issue you have. We appreciate details you provided and we also apologize for the troubles you have to go through here in scouring for troubleshooting guides to no avail. This isn't the experience that we want you to have. 

    If I understand it correctly, this involves several Surface Docks and Surface devices. You mentioned there are Surface Pro 4 devices that don't have issues. Are they using their own docks? If yes, can you try to borrow it and use it on your Surface Laptop then observe it? 

    Let me know how it goes.

    Regards,

    Janette_Z

    Hi Janette,

    Is there already a solution for this problem? Or is Microsoft (at least) looking into this?

    For more than 1 year a lot of people keep having this problem...

    Regards,

    Sjoerd

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  4. Anonymous
    2021-01-08T14:30:11+00:00

    I have a Surface Book 2 running Windows Pro 10. I have the same problem with the docking station intermittently disconnecting. It is VERY annoying and disruptive to my work day. Conference calls are a nightmare.

    I haven't read the entire forum regarding possible fixes and will update if someone finds a fix.

    This is my first Microsoft "laptop"...without a fix, this is the last Microsoft "laptop" I will use.

    Thanks,

    Roy

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  5. Anonymous
    2020-12-30T06:38:30+00:00

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