After 'sleep' my Surface Studio 2 network connection blocks access to some websites

Question

After 'sleep' my Surface Studio 2 network connection blocks access to some websites

Anonymous

Hi

I replaced my iMac with a Surface Studio 2 about a month ago. Running latest Windows 10 (version 1903, build 18362.295) and there are two things happening that I just can't get to the bottom of, and I am thinking in the end it's going to be a hardware issue.

Whenever the computer wakes from 'sleep' only some websites are available in Edge or Chrome. Gmail? Loads fine in both Edge & Chrome. LinkedIn? Same. But The Australian (news website)? No. Gets DNS_PROBE_FINISHED_NXDOMAIN error. Same with many other websites, eg. Gumtree.

The only fix seems to be rebooting the computer. Then everything's working fine again, until the computer 'sleeps' again of course.

A possible solution I've read about has been to change the network driver's behaviour in sleep mode to 'maximum performance' but these options are not even showing as available for my network drivers - there is no Power Management tab in the NIC's properties box. There are also no 'wireless adaptor settings' appearing under Advanced Settings in Power Options.

In addition, after 'sleep' the desktop gets a repeating 'refresh' flicker every minute or so as if 'sleep' has done something to the display driver too. I've used NVIDIA software to install the latest drivers, so that shouldn't be a problem either.

I am actually incredibly frustrated that I'm having to spend so much time trying to resolve this issue given it's a $5,000 machine and the iMac I replaced just worked nicely out of the box, like you'd expect.

I can't find anyone anywhere who's had this issue of only certain websites being unavailable. Is there some way Microsoft can login to my computer and run diagnostics? I've run the Surface recovery/repair tool and it hasn't resolved the problem. I'm thinking the computer needs to be replaced.

Firstly, every time the computer wakes from sleep mode, most websites aren't reachable via Edge or Chrome. I can generally access google-linked websites (eg. gmail, keep, even analytics & google ads) and Microsoft websites, but not news websites or most other sites I regularly visit. Outlook can't connect to the server either. WiFi is connected, shows as normal with internet access, but most websites return DNS ERROR white pages.

Secondly, I get a flickering/refresh on the desktop icons every couple of minutes even after downloading the latest display drivers from NVIDIA.

I know people have recommended when there's an issue with GENERAL connectivity after Sleep that I should disable the network driver's ability to turn off in sleep mode, but I can't see that tab in the latest Windows settings these days. Used to be there on older versions but can't see it now.

Any help appreciated.

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8 answers

Answer 1

Barb Bowman 80,805 MVP Volunteer Moderator

Who is your ISP? What DNS servers are you using?

https://www.isunshare.com/windows-10/check-dns-address-in-windows-10.html

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Answer 2

Well I'm grateful you can help!

It's not like the issues I am having are earth-shattering, but yes, coming from an iMac which cost about $1,000 less but I never once had any technical issues with, my expectations were high.

Mind you, I am onto my third generation of portable Surface device (Laptop) and each of them have been fantastic. Haven't had a problem.

I can't see how the network card issue is a hardware problem if it allows some websites to load after sleep. It's the most bizarre thing ever. I thought it might be because of Chrome, but no. Tried with Edge and the same websites fail to load while others do. Then I thought maybe it was anything in my 'favourites' bar, but nope, no rhyme or reason to it. I tried turning my firewall off, but no joy either. Just so bizarre. Strangely Microsoft websites seem to load, but then Exchange doesn't connect through Outlook after sleep either.

I don't have any crazy apps on the computer, mainly just O365 & Google products. Definitely doesn't get worked hard, I was basically just looking for an attractive desktop machine on the Windows ecosystem as the iMac was the last Apple product I owned.

Anyway, let's see if someone from Microsoft can help. Not holding high hopes.

Answer 3

I also have buyers remorse. I had the idea that a second iteration of a flagship device would have had nearly all the bugs worked out (also the specification of the first gen with that janky hybrid Hdd wasn't appealing). I also thought that being a Microsoft device from the ground up would make for a really seamless experience, I understand that supporting many many thousands of different device spec and legacy ware across hundreds if not thousands of manufacturers is hard. But I am on my 3rd device after having to warranty exchange the last two, and issues with Bespoke components for surface like the Marvell chip, wifi blue tooth and host of update f**k-ups have really shattered my illusions. If Microsoft cannot get thier latest flagship device working right what hope is there? That's why I hang out here and help out, not because I know better and am expert, but to stay ahead of any of these issues because they just seem to be never ending. Apple isn't perfect, but the BSD OS (iOS) has proven reliable and robust because it is so specific to the hardware up, any issues get stamped on very quickly, not **** like Windows devices seem to do.

Answer 4

Hi Dom, thank you for the tips. I've gone through and completed each task.

I'm confident you're right about the Onedrive issue.

Regarding the modem sleep issue, although I've actioned your recommendations, I'm not sure I'm prepared to accept that my SS2 is 'just like that' and settle for a work-around on a $5k machine.

I'll see if the fix works, and then consider taking it back to Microsoft for a fix or replacement.

Thanks again for your help.

Cheers

Answer 5

This isn't an issue I have had with my SS2, I would guess it is something to do with modern sleep (connected standby) and some interac tion with your modem router.

Anyway, you can enable all your power options by following the instructions below.

windows key + r and type regedit into the run box).

Go to Edit > Find and type in "csenabled"

Double click on CsEnabled (once you find it), and change the default value (1) to (0). Hit ok, and reboot your PC.

Now, Power Saver and High Power should show up in your battery plans area.

If you can't find it via the search in regedit the full path is:

HKey_Local_Machine\System\CurrentControlSet\Control\Power\CsEnabled

The problem with this settings is that Modern sleep will not work correctly as it is a System on Chip low power component more commonly found on laptops enabling remote/timed wakeup. You will have to use hibernate instead of sleep, a minor inconvenience.

The other issue you are having is almost certainly the Onedrive refresh. You can disable this by right clicking the Onedrive Icon on the task bar, choose >Settings>Back-up>manage back-up and unchecking the desktop save.

If you want to reset power settings you just change the default value back to (1)