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Surface Dock 1 (1661) not fully functional with Surface Pro7 - Unknown USB Device (device Descriptor Request Failed)

Anonymous
2023-01-02T18:25:53+00:00

I have Surface Pro 7 1866 i5

Running Windows 11 22H2

Surface Dock 1 (1661) Firmware from the latest updates from MS website. Download Surface Tools for IT from Official Microsoft Download Center

the surface dock is not working correctly, and i cannot plug in regular usb devices, (usb sticks, keyboard, mouse etc)

"Unknown USB Device (device Descriptor Request Failed)"

"Windows has stopped this device because it has reported problems. (Code 43)"

The Surface pro 7 does not "See" the surface dock using the surface App

Charging with/through the dock is ok

The Ethernet port is OK

USB ports do not work when using USB devices

Curiously I have a USB3 Hard drive, this works ok.

I have run multiple checks, for MS updates, I've rebuilt the computer, fresh install, and updated the firmware and drivers from MS's own website, Ive run the surface diagnostic tool (which reports the USB fault, but I still cannot get the device to work fully as a dock.

I have an older surface pro 5 whcich sees the Surface dock ok, not faults.

I cannot test monitor functionality yet as I do not have the necessary adaptors and did not want to buy more items if the dock is not going to function.

please help.

Surface | Accessories | Surface Dock

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  1. Anonymous
    2023-01-12T03:37:36+00:00

    Thanks for getting back and confirming, Michael Bannister.

    At this point, it would be best if we could test another dock or test your dock to another Surface to further isolate the issue.

    Because if the dock issue still persists on another device, then it might already be a potential hardware failure on the dock. With that, you might need to contact our support via Contact Us Microsoft Support to get your dock diagnosed or check for replacement options, if necessary.

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  2. Anonymous
    2023-01-05T09:12:10+00:00

    Thanks for confirming, Michael Bannister.

    I'm sorry that you have gone through all of this.

    At this point, let's try reimaging the device using an image specifically for Surface devices. Please thoroughly follow the procedures in Creating and using a USB recovery drive for Surface - Microsoft Support.

    Let me know if that works. I'll wait for your update.

    Regards,

    StevenK

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  3. Anonymous
    2023-01-03T11:00:58+00:00

    Hi Steven K

    Thank you for your reply

    Initially, the dock worked, I only had the opportunity to briefly check the functions to ensure the device worked (USB mouse keyboard connected to each of the ports - tried in turn).

    A few weeks later when I came to set up the device fully, I then saw the faults described (the same mouse keyboard does now not work when connected via the dock - but does function when connected to the surface pro USB port directly).

    I'm not sure how many windows updates occurred between my initial check and trying to set it up fully - It is at this point I decided to format/reset the surface pro and start from scratch.

    I installed initially using a Windows 10 CD connected using a CD drive.

    I used the surface dock with its ethernet port to gain the initial web access and download updates and install the windows drivers and firmware.

    The dock does not appear as one device in the device manager (that I can see/am aware of). I can see the Dock ethernet port and I can see the USB ports.

    Yes, the USB port has a Yellow mark indicating an error on the port.

    I did not build the Surface pro using Surface Recovery Image Download - Microsoft Support, as above used the windows 10 disc.

    Kind regards,
    Michael Bannister

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  4. Anonymous
    2023-01-03T01:14:23+00:00

    Hello Michael Bannister,

    Thanks for reaching out to Microsoft Community. I'm sorry to hear about this issue on your device and its dock. I understand how frustrating it is to have such problem. But still, I appreciate your time and effort in trying to fix the problem. I'll do my best to help.

    In this case, since the dock works fine on another Surface device, then this issue might have something to do with your Surface Pro 7 itself. I'm going to ask some questions first for us to further isolate the issue.

    If I may ask, was this set-up on Surface Pro 7 worked before?

    You mentioned that you did a fresh install, may I know how did you do it? Was it through media creation tool or Windows settings?

    When you connect the dock, does it also appear in the Device Manager? If yes, have you noticed if there's a yellow mark error on its driver?

    Did you perhaps get the image from the Surface Recovery Image Download - Microsoft Support?

    As much as I'd love to provide you the troubleshooting, but I need the information above first for us to come up with a feasible resolution.

    I look forward to hearing from you soon.

    Regards,

    StevenK

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  5. Anonymous
    2023-01-05T12:16:07+00:00

    Thank you StevenK,

    I was hoping not to do this, but thought it may come to it. I will make the steps but will not be able to tackle this for a few days.

    I hoped a driver could be downloaded, but the dock seems to be handled differently to many accessories.

    Thank you for your continued input.

    Mike

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