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
    2017-01-10T10:27:49+00:00

    I have a SP4 with a SP3 dock.

    I recently replaced my faulty dual band router with an Asus single band one - 2.4 only. I still however have a dual band Devolo extender.

    On installing the new router I found that I could only access the Internet via my Devolo extender. I could connect to the Asus router but couldn't get to the Internet or to the rest of my network. The only solution was to connect to the extender which by definition was located in another part of my flat. So still not ideal.

    Despite lots of research - including this forum - I couldn't resolve the problem.

    Then I stumbled on the answer (for me anyway).

    I found that disconnecting the SP4 from the dock allowed me to connect to the Asus router normally with full functionality.

    For whatever reason the dock was obviously interfering with the 2.4 band connection.

    Having realised this I reconnected my dock then went into Control Panel to look for suspects. My first thought was to disable the Surface Ethernet Adaptor. Immediately my Internet sprung into life. I had found the "solution" - though "work-around" is probably a more accurate term.

    So to summarise my experience.

    The dock was interfering with my 2.4 band wifi connection. Disabling the Surface Ethernet Adaptor allowed me to have my SP4 docked AND still have access to 2.4 band wifi.

    Your needs and experience may differ but hopefully this will help some of you.

    And Microsoft if you're listening. I'd like a proper fix sometime and not a workaround it took me a week to stumble upon.

    Dear Gerry,

    Please use Surface diagnostic toolkit ( https://www.microsoft.com/en-us/download/details.aspx?id=46703; specifically for the docking station vs. wi-fi compatibility problem).

    Run the toolkit completely and do all the tests. Let it update your surface as well.

    See if that helps.

    Regards,

    Dr. Debatosh Das.

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  2. Anonymous
    2016-05-20T11:39:31+00:00

    I found a solution for DOCK + WiFi bug.

    MS said something about SP4 incompatibility with some WiFi router... 

    I found that if I configure the wifi adapter to force it to the speed of 5 Ghz instead of "auto", I resolved my problem.

    I can use the default option  "auto" without my DOCK, but I have to force it to 5Ghz when the Dock is connected.

    Of course when I leave the office, I have to set the option to "auto" because not every WiFi router support the 5Ghz band.

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  3. Anonymous
    2016-04-18T20:54:19+00:00

    Same problem here..

    But I have many problems with my dock, other than this one.

    It seems that MS didn't try his dock before start selling it...

    No words... I bought 2 docks... same problems!!

    No resolution, no fix, no driver update... "coming soon"

    bah!

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  4. Anonymous
    2016-02-13T17:14:55+00:00

    Hi Guys,

    The above solutions did not work.

    I found a work around though.

    If I connect my monitor Display port directly to surface pro 4 (i.e. instead of Surface pro 4 dock station) the problem is solved, but the purpose of docking station is lost.

    So I guess the issue is with display adapter in docking station.

    At-least till the problem is solved by Microsoft , I will have to use this work around.

    I feel being cheated for buying the docking station. I will pursue Microsoft support to find a solution.

    Guys let me know if the work around helps.

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  5. Anonymous
    2016-01-23T23:01:56+00:00

    Wow, I wish I had known that this was an issue before.  I'm not even using my ethernet cable, but wifi instead.  I don't really want to run a cable to where my desk is.  What is the point of the dock if it disables my internet?  I suppose I'll be contemplating returning it.  Sometimes I just need extra screen real estate space when I'm doing certain kinds of projects while being connected to my external hard drives and other devices.  It would be great to have a video on the big screen playing with One Note open on the Surface it self.  If I can't get internet, what's the point?  Maybe there is a third party product that can fill my needs.

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