not able to connect ethernet through dock

Question

when ethernet is connected to a dock, internet keeps dropping, tried connecting different types of dock with different company but problem doesn't seem to fix, did a firmware update and windows update, changed config settings. cannot find suspend timeout settings on the computer to test that functionality. seeking your help to resolve this?

Answer 1

Hi Hahn, I am writing on behalf of Paul (Managing his IT), I have tried all the steps and nothing seems to help, is it possible that one of your tech could help?

Answer 2

Hi Paul, 

Welcome to Microsoft Community.

I'm sorry to hear about the connectivity issues you're experiencing with your Surface Laptop 5 when connected to an Ethernet dock. Since you've already explored several troubleshooting steps, let’s narrow down the issue and explore potential solutions.

You mentioned trying a few different types of docking stations, have you tried the Surface Dock? It has the best compatibility with Surface, so if you haven't, give it a try. Identify your Surface Dock and features - Microsoft Support The "suspend timeout" setting you mentioned might relate to power-saving features causing the Ethernet to disconnect. While you can’t find that exact setting, here’s how to adjust related options:

1. Device Manager Power Settings:
2. In Device Manager, right-click the dock’s Ethernet adapter > "Properties" > "Power Management" tab.
3. Uncheck "Allow the computer to turn off this device to save power."
4. Repeat for any USB controllers or hubs related to the dock under "Universal Serial Bus controllers."

Update or Reinstall the Ethernet Driver Even though you’ve done a Windows update, the dock’s Ethernet driver might not be the latest or could be corrupted.

1. In Device Manager, right-click the dock’s Ethernet adapter and choose Update driver > Search automatically for drivers.
2. If no update is found, try Uninstall device (check "Delete the driver software" if available), then unplug and replug the dock to force a fresh driver install.
3. Alternatively, visit the dock manufacturer’s website and download the latest driver manually for your specific dock model.

Event Viewer: Check the Event Viewer for any error messages related to the network or USB connections:

1. Open Event Viewer (search for it in the Start menu).2. Navigate to Windows Logs > System.
2. Look for any errors or warnings that coincide with the times when the internet drops. I hope this helps. If there is anything not clear, please do not hesitate to let me know.Your SincerelyHahn. W - MSFT | Microsoft Community Support Specialist