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
    2020-05-19T15:30:12+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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  3. 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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  4. Anonymous
    2020-05-18T20:05:01+00:00

    Same Issue here with  Microsoft Surface Laptop 2 and the Docking Station.  2 Screens on Displayport, Ethernet cable, USB Mouse, USB Keyboard and USB Stick.   The Problem occurs on a regular basis.  

    When docked, the laptop is running whilst laptop screen is closed. 

    Sometimes it occurs that the signal from one of the two screens is lost and only a full reboot of the laptop solves the issue temporarily (yes I've tried to plug / unplug, turn the docking station cable around, exchanged all display port cables  and plugged the docking station directly into a power socket so that no power extension cord is in between).   

    It happens often that the signal of mouse and keyboard are lost / like the USB/Ethernet ports are getting reset. 

    I kind of must agree with the fellow users here. It is very frustrating and makes the laptop & dock almost unusable!     (plus the dock only 2 months old)

    I would be very grateful if Microsoft could come up with a swift (&permanent) solution.

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  5. Anonymous
    2020-05-18T15:36:50+00:00

    I echo the issues.  I have isolated this to the Windows Application events for SurfaceDockFwUpdate.  It seems to fire randomly throughout the day. When it does, the error event 2006 causes all of the USB ports and ethernet port to disconnect, then reconnect. Interesting that the display port does not disconnect during this event.

    Ironically, my old Surface Pro didn't have these issues. Its my brand new Surface Book 2, that does.

    I would simply like the ability to prevent that SurfaceDockFwUpdate event from running.  

    Are there instructions for disabling this event/process from running?

    I am having the same issue and it is almost making my surface book 2 unusable.  This happens a few times an hour.  So frustrating.

    I don't think it is the Update event that is causing the disconnects.  I think that is just a symptom of the dock re-initializing with the computer.  It seems like the USB/Ethernet ports are getting reset which then triggers the normal "dock connected" logic.

    That being said, this should NOT be happening and is super frustrating.

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