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Surface 3 Modem Device "not connected" (Code 45)

Anonymous
2018-06-07T22:49:10+00:00

Hello - My Surface 3 LTE has lost its mobile broadband connection. Device Manager shows the Surface 3 Modem Device only as a hidden device, with status "Currently, this hardware device is not connected to the computer (Code 45)". It has done this once or twice in the past but recovered on a device restart. Now the problem seems persistent. Can anyone suggest a remedy or is this likely to be a genuine hardware failure? Thanks...

Surface | Other

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  1. Anonymous
    2018-06-07T23:02:42+00:00

    Hi Michael_A_P, i hope you're doing good today.

    Please take a look at this article and let me know if it helps.

    http://www.thewindowsclub.com/hardware-device-n...

    Note: This is a non-Microsoft website. The page appears to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.

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  2. Anonymous
    2018-06-08T10:40:37+00:00

    Many thanks Pedro. I hadn't thought to run the hardware troubleshooter - but unfortunately it found nothing wrong. Nothing shows up on checking the filesystem (or DISM or SFC). Checking for driver updates in Device Manager (on the hidden Surface 3 Modem Device) reports the driver up-to-date (likewise for the USB components above it in the "by connection" view). I did not try uninstalling the driver as it seemed likely to lose even the hidden "ghost" of the device. Subsequently, though, after half a dozen restarts the Surface 3 Modem Device has returned - for the moment - along with the ability to connect to the cellular network. Seems to indicate something flaky in hardware or possibly firmware, as I think this started happening after the most recent S3 firmware update. Very good advice about the ads... thanks!

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  3. Anonymous
    2018-06-08T11:53:16+00:00

    You mentioned that this had occurred a couple of times before. Were those

    instances before or after the recent S3 firmware update (just to rule that in or

    out..)?

    >Subsequently, though, after half a dozen restarts the Surface 3 Modem Device has returned - for the moment

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  4. Anonymous
    2018-06-08T16:26:55+00:00

    Hello Barb - I think they were probably all after the firmware update, but unfortunately I can't be certain, as the occurrences leave nothing in any log (AFAIK) and previous instances seemed so transient I did not take that much notice of circumstances. So, sorry to be rather vague... I've noticed a substantial drop in the Reliability Monitor's stability index since the CU of 9/5/18, mostly due to a wide variety of application crashes, so I guess that's another possible trigger. Or possibly not. Many thanks for your help and continued interest in the S3...

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  5. Anonymous
    2018-06-08T17:27:14+00:00

    didn't you also get hit with that extra drive letter bug after installing 1803?

    Am wondering if the Surface Diagnostics Toolkit might find anything

    https://support.microsoft.com/en-us/help/4037239/surface-fix-common-surface-problems-using-surface-diagnostic-toolkit

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