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
    2020-05-27T15:49:12+00:00

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

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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
    2020-05-28T19:28:37+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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  4. Anonymous
    2020-05-28T20:14:12+00:00

    Has anyone purchased the Surface Dock 2 and can confirm if this USB disconnection issue no longer occurs?

    Not the best solution to pay over a couple hundred dollars to fix this issue, but if it resolves the issue ill buy it.

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  5. Anonymous
    2020-05-28T20:23:14+00:00

    Alex,

    That would be awesome if you updated your results!  I plan on picking one up soon too.  I did a couple things to my system that may have helped -- I haven't seen the issue in the last couple days after doing this, so your results may vary.

    First, I manually updated the GeForceGTX drivers.  I don't know if it is related, but since all the data (usb, ethernet, audio, graphics) is being sent over the surface connection, maybe the data is overwhelmed and it is crashing the dock firmware?  So I thought, why not give it a shot.  I went into Device Manager -> Display Adapters -> NVIDIA GeForce GTX 1060 -> Right-Click/Properties.  From here I clicked Update Drivers and specified "Search Automatically".  It found an update and installed it.  Like I said, I have no idea if this was the fix.  See here:

    Second, I Uninstalled the "Intel(R) USB 3.0 eXtensible Host Controller - 1.0 (Microsoft)".  After, I did a scan for hardware changes and it re-installed the same drivers and all the USB devices on my computer.  It took a couple minutes for it to pick everything up again (mouse, keyboard, dock, etc).  See here:

    After rebooting following both of these things, I haven't see the issue since!  I am knocking on wood as we speak as well ;)  If it comes back I'll edit my post...

    Good luck!

    Joe

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