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
    2018-05-07T05:12:47+00:00

    Like you, I got a second dock and that didn't seem to work either. After trying heaps of combinations with a friend's Surface Pro dock and power unit, that does work, with my computer/dock/cords/power unit,  I have found that the dock seems to work but it's the power unit to the dock that is the problem. I haven't worked up the courage to ring yet again and see if they'll do anything about it. It seems odd they'd send a new dock but no new power unit for it.

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  2. Anonymous
    2018-05-07T03:32:55+00:00

    I am having a similar issue.  Now I have two docks that the USB ports do not work.  Has anyone actually taken these to an MS store and had them fixed?  What are they doing at the MS store to fix them?

    Mine was actually working for a long time but for some reason, my iPhone wouldn't charge when plugged in so I did a search on that and it said to do the dock updater.  I did that and the USB ports stopped working altogether.  So I tried a new dock and it worked for a few hours...then USB ports stopped working again.  Is this an iPhone related issue?

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  3. Anonymous
    2018-03-29T17:42:56+00:00

    They all seem to have the same problem as me. I was 2 hours on the phone with support, and it didn't help at all.

    Honestly, I only see two ways out of this:

    • Microsoft mans up and provides an update to fix this for everyone.
    • People in the US go to an MS store to get them fixed.

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  4. Barb Bowman 80,810 Reputation points MVP Volunteer Moderator
    2018-03-28T09:33:30+00:00

    I think at this point, you need to contact support

    https://support.microsoft.com/en-us/help/13948/global-customer-service-phone-numbers

    >Still did not work.

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  5. Barb Bowman 80,810 Reputation points MVP Volunteer Moderator
    2018-03-28T09:32:10+00:00

    you will need to phone support and ask them

    https://support.microsoft.com/en-us/help/13948/global-customer-service-phone-numbers

    >Can Microsoft replace this?

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