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External monitor connected to dock loses connection (Surface Book)

Anonymous
2017-04-12T18:19:38+00:00

I have a Surface Book that keeps disconnecting from the external monitor after it has been idle for a while. Possibly related to going into sleep mode, although from other related posts I've seen, possibly not. Regardless, rather not turn off sleep. I need to unplug the dock and plug it back in for the connection to return. So far, I've tried:

  1. Applying Windows Updates
  2. Updating Surface firmware
  3. Updating dock firmware
  4. Replacing dock (and dock power adapter) entirely 

The issue still exists. Has anyone else encountered this? Is there a resolution (short of returning the Surface to Microsoft)?

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  1. Anonymous
    2017-10-02T16:26:22+00:00

    Hi James,

    I had just gotten a surface book also.  And the dock issues also drove me crazy.

    The article that Voun Tia cited was the best, I could find to resolve my issues.  

    https://support.microsoft.com/en-us/help/4023468/surface-troubleshoot-surface-dock-and-docking-stations

    What I learned is that:

    • The surface book dock is only compatible with monitors that support DisplayPort.  The article says a workaround is to use an HDMI adapter and connect to the monitor using HDMI.  This partially resolved my issue.  It reduced the number of times the dock lose connection with the external monitor 95% of the time.  It still loses connection sometimes.
    • What I learned from googling elsewhere.  And learned the hard way.  Is that Windows 10 has a habit of disconnecting devices to save power.  After every windows update, I have to go into Device Manager and find all the devices under "Universal Serial Bus Controllers".  For each device, open properties-power management, and uncheck "Allow the computer to turn off this device to save power".  On my machine I have to do this to 3 GenericSuperSpeedUSBHub, 3 GenericUSBHub, 1 Intel(R)USB3.0extensibleHostController, and 1 USBRootHub(USB3.0).
    • I also had an issue with an old wired Microsoft Ergonomic Keyboard.  It worked if I connected directly to the SB; but not if I connected to the dock.  I think the dock only supports newer accessories.  I ended purchasing a SurfaceBookErgonomic keyboard that uses bluetooth.  The only problem is the keys are not as comfortable as my old ergonomic keyboard.  sigh.  FYI - the flashing white light on the keyboard means it is ready to pair.  When you pair it, windows will give you a pin code that you have to enter into the keyboard.

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  2. Anonymous
    2017-04-13T14:05:03+00:00

    Hi James,

    Adapters, incompatible monitors, and other factors may cause external monitor issues with your Surface device. Have you tried to check for updated drivers and firmware for your monitor from the manufacturers website?

    If there are any available, please ensure that the monitor is attached directly to your Surface, then download and install the updated drivers. Also, does the problem exist when you have the monitor directly connected to your Surface Book?

    Regards.

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