Surface Dock keeps waking up external monitor

Anonymous
2016-07-10T11:30:09+00:00

My monitor (LG 29UM68) is connected to Surface Dock -> SP4, via direct miniDisplayPort.

It keeps entering sleep mode and waking up repeatedly, even though my SP4 is asleep. This does not happen when I connect the monitor to SP4 directly.

Another issue is that if I set to PC Screen Only, after few seconds, it will automatically switch back to external monitor only. Again, this does not happen if I connect monitor to SP4 directly.

These 2 issues only arise if I use Surface Dock.

I have gone through all the steps here (https://www.microsoft.com/surface/en-sg/support/hardware-and-drivers/troubleshoot-docking-station-surface-dock) successfully, but issue persist.

Please help.

Surface | Accessories | Surface Dock

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  1. Anonymous
    2016-10-17T17:32:58+00:00

    Thanks for letting us know and we appreciate your patience. We'll take note of this case and it's resolution for future reference.

    Regards.

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  2. Anonymous
    2017-01-21T20:12:54+00:00

    I got a Surface Pro 4 for Christmas and just got a Surface Dock and this same thing is happening.

    If I don't "need" to use the external monitor and try to set the display to "PC screen only" it disconnects the monitor only to just re-enable it again 5 seconds later.

    So this is seemingly a hardware issue on the Surface Pro 4 (presumably on the power port where the Dock connects?)

    ENV

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  3. Anonymous
    2017-01-22T08:49:07+00:00

    Hi,

    Let's get this resolved by checking and installing all the updates available for your device. Make sure that your dock is connected to your Surface device while checking for updates. Also, download the Surface Dock Updated from this link. Once you click Download, check the box for SurfaceDockUpdaterSetup.msi.

    If this doesn't help resolve your issue, we suggest that you visit the nearest Microsoft retail store or contact our Answer Desk.

    Feel free to post if you have other concerns.

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  4. Anonymous
    2017-01-22T15:20:38+00:00

    Hi,

    Let's get this resolved by checking and installing all the updates available for your device. Make sure that your dock is connected to your Surface device while checking for updates. Also, download the Surface Dock Updated from this link. Once you click Download, check the box for SurfaceDockUpdaterSetup.msi.

    If this doesn't help resolve your issue, we suggest that you visit the nearest Microsoft retail store or contact our Answer Desk.

    Feel free to post if you have other concerns.

    Followed all the steps above (the SurfaceDockUpdaterSetup updated the firmware of the Dock which took 15 minutes) and I re-checked for Updates. All looked good.

    But unfortunately the problem still exists. Setting display to PC screen only doesn't stay. The external monitor wakes up again immediately after going to sleep.

    Going to try Answer Desk before I bring this thing in.

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  5. Anonymous
    2017-01-23T22:30:27+00:00

    I Have exactly the same problem. My setup is surface pro 4 i5 version and Samsung u24e850r 4k monitor connected via the surface dock. When surface is switched off or sleep, the external monitor will not go into sleep but going into an endless wake/sleep cycle. The monitor goes into sleep correctly when I disconnect the dock, though. When monitor is directly connected to the surface everything is fine.

    Can it be a problem with the dock connector at the surface?

    I already had contact to US and German customer service (Answer Desk). Both could not resolve the problem and they sent a replacement dock, but the problem still exists, even with the new dock.

    All devices have been updated to the latest firmware and updates. I don't know what to do next... I am very unhappy with the situation... The service people said they don't have a solution...

    Samsung Support says it is a Problem with the surface dock, which keeps applying power to the displayport in standby. It seems Samsung was able to find the bug, why does Microsoft not find and solve the problem?

    I took a short video showing the problem:

    surface-dock-sleep-wake-cycling

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    10+ people found this answer helpful.
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