Surface Dock keeps disconnecting/reconnecting USB devices with Surface Book 2

Anonymous
2019-11-17T07:30:01+00:00

Hi 

I just bought a Surface Book 2 and a surface dock.

The dock is connected to 2 monitors and USB keyboard (Razer Huntsman Elite) and mouse Razer Hyperflux Mamba/Firefly.

Both keep disconnecting/reconnecting randomly. Mostly when running games, but sometimes also when running office application.

I have reinstalled the Surface Dock Firmware updater but it doesn't help.

I have done the latest updates, but it doesn't help either.

I cannot find much info in the event viewer, but SurfaceDockFwUpdate errors (event ID 2005 2006 and 2007).

Any ideas where this could come from?

This is becoming ridiculous, it sometimes disconnects every 5-10 sec.

Surface | Accessories | Surface Dock

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  1. Anonymous
    2020-05-28T19:28:37+00:00

    After the 3rd incident opened (and 1 non-professional sales rep who hang up on me), I finally a small discount on the new Surface Dock 2, (not huged (~CAN$30) but I appreciate it since the issue is MS responsibility)

    So Surface Dock 2 should arrive on June 1st. I'll keep you updated if this fixes my issue.

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  2. Anonymous
    2020-05-27T18:54:32+00:00

    Not at all! It is tough to find in this MS jungle where to get help.  The place is https://support.microsoft.com/en-us/contactus/surface/hardware/ .  You will be contacted by a "virtual" assistant trying to filter for common solutions for common problems. If you keep saying no, it will finally take you to 4 alternatives, where chats is my preferred.

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  3. Anonymous
    2020-05-27T15:49:12+00:00

    Not to sound "dumb", but where is the best place to open a ticket at?

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  4. Anonymous
    2020-05-19T15:30:12+00:00

    If you (we) want Microsoft to do something about it. We should all open a ticket with them. I'm not sure writing this post will make anything. 

    So if all can please report the issue that could make things change. 

    I totally agree!

    That said i did that almost a month ago now, they asked for the laptop to be sent back. They have recieved it and i am still wating for a replacement or repair.

    You cannot get to speak to anyone in support to chase it, and after 3 days of trying the "CHAT" i have been told i just need to wait and i will get it when i get it!!!

    Buy HP or something else I say, currently we have wasted over £1000 and will also have lost a month of my warranty when/if I do go get it back. 

    Customer service ????

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  5. Anonymous
    2020-05-19T14:56:08+00:00

    If you (we) want Microsoft to do something about it. We should all open a ticket with them. I'm not sure writing this post will make anything. 

    So if all can please report the issue that could make things change.

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