Surface Dock USB ports not working - Dock Updater repeatedly fails

Anonymous
2018-01-02T11:42:03+00:00

I have Surface book 13.5, and Surface Dock. USB ports on the dock are not working.

Running Surface Dock updater says I need to power cycle the dock, although I already did it several times.

Event viewer reports error code 12105, with message: "Failed to update USB hub firmware."

Surface | Accessories | Surface Dock

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  1. Anonymous
    2018-01-09T21:43:35+00:00

    We appreciate the information. If the USB ports do not work after resetting Windows, it may mean that this is a hardware problem we are working on. It's best you take the Surface to a Microsoft Store for a technician to run further tests and come up with the appropriate resolution. This link can help you find the nearest Microsoft Store.

    We're here if you have other concerns.

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  2. Anonymous
    2018-01-08T09:33:03+00:00

    I did that this weekend, actually, before checking your reply. It was a hard reset (deleting files and cleaning drive). First thing I did when I got it back was to try USB ports (not working) and then tried to update the firmware, unsuccessfully.

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  3. Anonymous
    2018-01-06T23:44:52+00:00

    You can try to reinstall Windows on your Surface Book using a recovery image. Doing this will repair possible corruptions with the operating system that may be the reason why the Dock fails to update. Remember to back up all your files before proceeding with the suggestion so you can recover the files that will be erased as you reset Windows. Read more about backing up files on a Surface by going to this page. To continue with the suggested step, download your recovery image here.

    We're here if you need more help.

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  4. Anonymous
    2018-01-06T11:41:02+00:00

    I did as you asked, but upon rerunning the Dock Updater, I still get the same error.

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  5. Anonymous
    2018-01-05T22:29:47+00:00

    Thank you for getting back to us. Let's check the Surface Dock adapter in Device Manager to work on this further. Refer to these steps:

    1. Open Device Manager (Windows key + X > Device Manager).
    2. Expand Human Interface Devices.
    3. Look for Surface Dock Integration. Right-click on the adapter and choose Uninstall.
    4. Restart your Surface and let it reinstall the Surface Dock driver.

    Inform us about the outcome.

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