Surface Dock Keeps Disconnecting Intermittently

Hi, Nabiscuit!

Thanks for reaching Microsoft Community and letting us know the Surface Dock issue you have. We appreciate details you provided and we also apologize for the troubles you have to go through here in scouring for troubleshooting guides to no avail. This isn't the experience that we want you to have. 

If I understand it correctly, this involves several Surface Docks and Surface devices. You mentioned there are Surface Pro 4 devices that don't have issues. Are they using their own docks? If yes, can you try to borrow it and use it on your Surface Laptop then observe it? 

Let me know how it goes.

Regards,

Janette_Z

Janette_Z,

Can we get some help here? You haven't responded to any of us, yet. It's been a week. 

You guys are selling an expensive PC ecosystem that turns out to be a big bummer when it doesn't work as advertised. We could have all purchased Dells & Lenovos and saved a bunch of money... But we chose Microsoft for the product build quality, the pedigree, and the promise that you guys know what you're doing when regarding hardware compatibility with Windows.

Please get back to us and let us know what's going on with these Surface Docks. 

-Nabil

Still waiting.

Hi, Nabiscuit!

I am truly sorry for the delayed response. I dropped a private message and I hope you can respond.

Thanks!

Regards,

Janette_Z

Hi Janette_Z. I'm thinking that with all of the +1 and "Me Too!"s in this thread a private message might not be appropriate. I also have this issue, as perfectly described by everyone else in this thread. I have disabled all power saving options for USB and still get this 5 minute interruption while the dock enumerates all of the peripherals.

Is any explanation available?

I've been reading that the surface dock GEN1 is under-powered; bad design and not enough testing by Microsoft before releasing that product.

I ended up buying the GEN2 surface dock (NOT cheap) and the problem went away. Really horrible way to fix a inherint desgign flaw: throw more money. The GEN2 docking station changed the video out ports from mini-display (GEN1) to USB C (GEN2). While it is a "good" upgrade I had to go out and buy more display adapters. Another slap in the face.

I am very surprised that Microsoft has not chimed in nor have they claimed responsibility for what is a "out of spec" and problematic product (GEN1).

I won't even go into all of the problems I have have my Microsoft Surface book 2. I opted for the best available processor ( i7-8650U), highest available ram (16GB) and highest available HD (1TB SSD). This is my first and last Microsoft laptop.THe problems are daily, endless and I am constantly having to reboot my laptop. Our IT guys can't figure it out either.

Anyway, MICROSOFT--> you have poor customer support; you have disappointed me and many of my colleagues. Our IT department now refuses to allow anyone else buy any Microsfot Surface book product.

Sorry for ranting. Not saying sorry to Microsoft though.

Thanks,

Roy

Craig, 

Absolutely. It happens with new docks, it happens with other people's docks, and it doesn't matter what you're doing with it. Same results. 

Yes, Janette - I have tried everyone's docks in the office. It's the dock plus the device that's having the issue. The Surface Pro 4's don't seem to suffer from these problems. Just the Surface Laptops and the Surface Books (which is a damn shame).

-Nabil