Jabra Speaker & Wireless Mouse/Keyboard not working with my Surface Dock. Surface app also does not show the Surface Dock 2 as a connected accessory at the bottom of the app

Hi Lavenia,

Sorry, I didnt get a message saying you replied, I will try the Surface App update today and let you know how it goes.

I have both a Surface Book 2 and a Surface Laptop 4.

Please keep the thread open.

Does Microsoft offer a trouble shooting service where you can talk to someone on the phone or they can VPN into your laptop?

Thanks

Oscar

Hello,

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com).

Thank you for understanding. 

Kind regards,

Lavenia

You're welcome.

I appreciate you for responding back. Let's troubleshoot this issue further.

Try to check if there is an update available for your Surface App in the Microsoft store.

1. Click on the Start button and search for “Microsoft Store.” Select the app from the list of results. If you don’t see the Surface app in the search results, you might need to download it from the Microsoft Store.
2. Navigate to the Update Section: In the Microsoft Store, click on the three dots in the top-right corner. Then select Downloads and updates.
3. Check for Updates: You’ll see a list of applications, their version numbers, and when they were last updated. Click on Get updates to see if there are any new updates available.

Update your Surface Dock manually using the MSI package.

1. Go to Download Surface Dock 2 Firmware and Drivers. from Official Microsoft Download Center
2. Download the SurfaceDock2_DriverOnly_Win10_17763_20.054.29700.0.msi

By the way, can you confirm which exactly Surface device you use? A Surface Book 2 or a Surface Laptop 4?

Thanks Lavenia,

My response to your trouble shooting recommendations are:

1. No devices have warning signs
2. Done, issue not fixed.
3. I cant find the Surface Dock 2 firmware, the individual accessories are there and no issues with firmware
4. 4 & 5 I cannot do becuause the Surface Dock does not appear on the surface app as an accessory
5. Tested and still doesnt work

I am struggling to find how to get live support, the contact us microsoft support keeps taking me to the questions community forum.

Hello,

Thank you for reaching out to Microsoft Support.

I understand that you are experiencing issues with your Jabra Speaker and wireless mouse/keyboard not working with your Surface Dock 2. Let’s troubleshoot and isolate this issue together.

To further assist you, may I know if you have tried connecting the Surface Dock 2 to a different device to see if the issue persists?

Since you’ve already tried some steps, let’s explore further:

1. Check Device Manager:
   • Open Device Manager on your laptop (you can search for it in the Windows Start menu).
   • Look for any unknown devices or devices with warning signs (usually indicated by a yellow triangle icon).
   • If you find any, right-click on them and choose Update driver. Follow the prompts to update the drivers.
   • Restart your laptop after updating the drivers. Or you may reinstall the driver.
2. Reset Surface Dock:
   • Disconnect all accessories (including the Jabra speakers and wireless mouse/keyboard) from the Surface Dock 2.
   • Unplug the Surface Dock 2 from the power source.
   • Wait for a few minutes, then plug it back in.
   • Reconnect the accessories to the Surface Dock 2.
   • Check if they work now.
3. Manually Check Firmware Version:
   • While the Surface Dock 2 is connected to your laptop, open Device Manager again.
   • Expand the System devices section.
   • Look for Surface Dock Firmware Update or a similar entry.
   • Right-click on it and choose Properties.
   • Go to the Driver tab and check the Driver version.
   • Note down the version number.
4. Update the Surface dock's firmware: See Update your Surface Dock - Microsoft Support.
5. Update your Surface Laptop's firmware:
6. Reconnect and Test:
   • After updating the firmware, reconnect your accessories to the Surface Dock 2.
   • Test if the Jabra speakers and wireless mouse/keyboard now work as expected.

If you still encounter issues, I recommend reaching out our live Support team for personalized assistance. They can guide you through more advanced troubleshooting steps specific to your setup. Remember to provide them with the details you’ve shared here. This requires more analysis and will be handled better with remote support.  You may reach them by following the instructions below:

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

Kind regards,

Lavenia