WiFi/Networking issue when connected to docking station

Anonymous
2015-12-16T10:29:24+00:00

Hi,

I recently bought the new Surface Pro 4 (i7, 512 GB SSD) along with the new docking station. I've experienced some of the general issues that various other people have mentioned (such as the power management/sleep issue) but I'm also seeing an issue that does not yet seem reported.

When I have the new docking station connected, if it's connected to a monitor, the network connectivity sometimes drops. I have been using it without any issues for about 2 weeks, but today I had a lot of trouble connecting to the office WiFi network. The network itself was definitely working properly as it was quick and reliable for several other users, including my own phone. Nonetheless, I rebooted the router to make sure.

Windows simply would not connect to the WiFi network (even though it has always been a saved connection). Trying to connect caused it to sometimes fail and sometimes ask for the network password (and entering it correctly would still fail - but that's another long-standing Windows bug!). Connecting to alternative networks did exactly the same; it would attempt to connect to my phone's portable hotspot, connect and disconnect in a few seconds, retry, and then stop (in a disconnected state). Intermittently it would connect to the network, but sometimes with 'No Internet' and clearly lots of DNS issues in trying to resolve google.com. It sometimes took 30-60 seconds to load google.com.

Troubleshooting steps

  • Tried disabling and re-enabling the WiFi adapter
  • Tried restarting Windows 10
  • Tried disabling all other network adapters (the Ethernet port from the dock and two created by VirtualBox)
  • Tried removing dock connection
    • This is the first time the connection issues were resolved and google.com was loaded (and could be reloaded) within milliseconds
  • Re-attached dock and tried removing Logitech unifying receiver (the only USB device plugged in)
  • Tried removing monitor
    • Everything back to normal, was able to browse very quickly again
  • Tried re-attaching monitor
    • Network issues again where loading google.com would take around 20 seconds and refreshing the page would also take several seconds

Clearly there is an issue with the external display. The display is a 1080p monitor which is connected via a HDMI cable and a Mini DisplayPort to HDMI adapter. The strange part is that this problem has never come up before, though in hindsight I would say that browsing at the office has been generally a little bit slower than at home.

Has anyone else experienced this issue? I might try to get an older pre-1.4 spec HDMI cable to see if this has an effect.

Surface | Surface Pro | Power and battery

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  1. Anonymous
    2016-01-23T21:35:01+00:00

    @Jose -

    Welcome to the Surface Dock Ethernet port problems.  Sounds like you're experiencing identical Surface Dock Ethernet misbehavior as I did.  Performed similar steps to yours with my router, had similar findings.  See this thread:

    http://answers.microsoft.com/en-us/surface/forum/surfacc-surfpower/surface-pro-4-dock-ethernet-connectivity-problems/cea55eb9-db31-464e-b737-1253fa7ff757

    As best I can tell, your choices today are:

    1.  Power-cycle the Surface Dock (unplug AC power and re-plug) every time you use it, or at least once daily.  This may help somewhat, although some Surface Dock lots will not even respond to this approach.

    2.  Wait for Microsoft to acknowledge the problem and issue software and/or firmware updates that stabilize the behavior of the Ethernet on the Surface Dock when paired with SP4s.

    3.  Vote with your feet and return your Surface Dock, get your money back.

    Regrettably, after my 2nd Surface Dock with same problem over past 2 months and no acknowledgement or help from Microsoft, I finally was forced to opt for #3

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  2. Anonymous
    2016-02-06T10:16:34+00:00

    Hi all

    I had the same problem and found the SOLUTION.

    When I plug in the Surface Dock I need to plug it in so that the wire is hanging on top (so plug the cable with the head of the cable facing down). This way the Wi-Fi works when connected to the new surface dock. If plugged differently it does not work.

    This solution works for me - please try and see if it solves the problem.

    Bersant

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  3. Anonymous
    2016-03-08T18:30:25+00:00

    Same issues as others here, except the frustrated user has issues connecting to the office network using ETHERNET out the dock, and we've tried the new Surface Dock and also the previous generation Surface Pro 3 dock.  The Surface Pro 3 dock worked for a couple weeks, then suddenly when the user comes in each morning and docks, no network.

    It seems the Surface Pro 4 is unable to get a DHCP address.  It does show the cable is connected, but no IP.  Tried WIFI too, and same thing.  

    Unplugging the power from the dock and plugging it back in (once or twice) usually remedies it.

    I will try having the user plug directly into the mini-displayport ON the SP4.

    Thanks.

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  4. Anonymous
    2016-03-30T20:20:49+00:00

    Can I just point out that the issue may not be just surface dock related. I have my SP4 less than a week. I ordered a mini-display port to VGA/DVI/HDMI adapter. Before I connect to my HP LA2405wg using this adapter, I set up a constant ping to my router. I plug the adapter into the SP4 and everything is fine. When I then connect the monitor to the adapter (DVI) though, the screens refresh and the ping immediately starts to fail. I leave it fail for a few moments unplug the DVI cable from the adapter, and hey presto, the ping comes back.

    I also have from a good source that this same issue (wifi disconnection) occurs when you plug in alot of USB3 devices.

    What's going on Microsoft. I think I might be asking for a refund.

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  5. Anonymous
    2016-02-09T09:38:27+00:00

    After some Struggle contacted Microsoft support.

    Some solution proposed are.

    1> Windows Update for All device.

    Go to settings-->Update and security-->Windowsupdate-->Advance options--> select the check box "Give me updates for other Microsoft product when i update"

    2> Update WIFI driver

    Do to device manage --> Network adapter--> right click "Marvell AVASTAR wireless-AC Network Controller" to Uninstall.

    *Do not tick the option "delete the driver software for this device "

    click OK and restart the device.

    after doing above two options. it seems to work for me. but I am not 100% sure. I will test it for a week and let you know the problem is solved.

    3> Last option was enable Recovery in windows and reinstall windows. (this i have not tried)

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