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
    2017-11-02T21:36:12+00:00

    I read through much of this thread with interest as I'd noticed a similar issue in my office recently, seemed to be triggered by adding a new monitor to my docking setup of my (1st gen) surface book.

    I've spent the last couple of days trying to isolate it, with the hunch now that it is a hardware related issue with the surfacebook rather than a wifi issue at my office.

    I kept the Wi-Fi Status screen for the adapter open while changing cables and configurations, watching the "Speed" go up and down.  Like others, at points it went to 1 Mbps, and essentially I had no network connectivity, even though the signal quality was high.

    What I stumbled upon - if I open the surfacebook, even if I'm not using the screen on the surfacebook, the Wi-Fi throughput shoots up to what it should be (presently 130Mbps).  I'm thinking it is some interaction between the antenna(s), which have to be in the tablet section, and the base when folded closed.

    Has anyone else tried this?  It doesn't explain why the signal should be bad with the laptop closed, but I'll be very happy if it solves the issue (only been configured like this for about an hour at this point).

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  2. Anonymous
    2017-05-31T10:55:24+00:00

    I just experienced it and got the 100% analog solution from a Microsoft technician online. It sounds as a prank but it worked perfectly for me. I quote:

    "the Surface tablet is thin, small device and the Usb port is very close to the wifi adapter, this is a known issue for all the Surface devices and our engineers are working on solving the issue, also this is happening on other non Surface devices as well. What we can do to fix this for the moment is to wrap the HDMI cable in aluminium foil, this will stop it interfering with the wifi connection."

    It doesn't look really nice, but trust me it works!

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  3. Anonymous
    2017-01-14T19:52:26+00:00

    Should have kept my mouth shut WiFi now not working again when connected to hub.  For god sake Microsoft get your finger out and sort this problem out. So far this overpriced tablet has been a complete waste of money could have brought 3 tab pros for what I paid for this piece of junk. 5 months old and have had no pleasure from it at all how do I get a refund or replacement in the uk for sp4 and dock.

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  4. Anonymous
    2016-02-06T12:23:31+00:00

    I tried this, does not help. Only thing that works is to unplug the mini displayport cable. Microsoft sent me another dock, same issue. So maybe the SP4 has a defect? Maybe driver? Frustrating that Microsoft cannot fix this.

    A tech from Microsoft has requested me for a troubleshooting session, with remote access. However I will need to take a day off from work to do this.

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  5. Anonymous
    2016-02-05T23:12:40+00:00

    I have similar Setup with Surface pro 4 and Surface dock,  

    Same problem of no internet on WIFI connection.  

    Every time I disconnect the docking station cable. I do get my internet back on wifi, i.e. wifi connection is established between surface and router and internet is fine. But when I reconnect the dock, the issue is back. 

    I tired reporting it to Windows support guys on chat, they asked me to contact Surface support.

    Link below

    https://www.microsoft.com/surface/en-us/support/contact-us

    I will trying reaching them next week. will keep you guys posted.

    Anybody tried reaching surface support on this issue?

    In case any case, we all should report the issue to surface support.

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