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Surface Pro 4 not recognizing Surface Dock after sleep

Anonymous
2018-07-15T08:59:13+00:00

Running Windows 10 v1803 on a Surface Pro 4.

After Computer sleep the Surface Dock (newest firmware version) is not recognized by Windows anymore.

By "not recognized" I mean that:

  • any USB device I connect does not function (e.g. mouse/keyboard)
  • When starting the Microsoft Surface Dock Updater it says "please connect to a Surface Dock" - though I am connected

Reconnecting the dock does not help (and waiting 10 seconds in between reconnects).

I do see the USB-Ports (4x "High speed USB-Hub" within USB Controller) enumerated in device manager, just not the connected USB devices. Power is working as well as the DisplayPort (external monitor), so the problem only seems to be the USB ports.

After a reboot everything works fine.

Is this a known issue?

Surface | Surface Pro | Power and battery

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question. To protect privacy, user profiles for migrated questions are anonymized.

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  1. Anonymous
    2018-07-15T17:31:07+00:00

    Hi Dennis,

    Can you confirm if you made any changes prior to this issue? When did the issue begin? For now, we suggest that you run the Surface Diagnostic Toolkit. The toolkit performs a series of tests to diagnose and fix the issue. Click **here**to know more about the toolkit.

    Let us know how it turns out.

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  2. Anonymous
    2018-07-15T18:14:38+00:00

    Hey Marby,

    Thanks for getting back so quickly. The system is pretty much brand new. I set it up about five days ago, updated Windows and that's pretty much the state it's currently in. I have been using the dock since day one and have been having these problems since day one.  On a different system (different laptop) I'm on the same Windows version I don't have the problems with the external USB HID devices - I can't try out the dock of course since it only has the Surface connector.

    I can also see the monitor turning randomly on (connected via DisplayPort) whilst the Surface Pro stays in sleep mode.

    I ran the diagnostic toolkit though it doesn't seem to be diagnosing anything related to USB or the Surface Dock?

    It didn't find any problems though it wasn't able to play any audio. I can play audio just fine using anything else, also the microphone works so I just think the diagnostic toolkit is a bit buggy - anyways this is not related to the issues I'm having related to sleep mode.

    Anything else I can try? Right now the only solution seems to be to disable sleep mode (which is not a solution).

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  3. Anonymous
    2018-07-16T11:44:19+00:00
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  4. Anonymous
    2018-07-16T21:35:19+00:00

    Have you run the Microsoft Surface Dock Updater ?

    Yes I did, that‘s what I meant with „newest firmware version“ as the dock uptater doesnt really tell you a version.

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  5. Anonymous
    2018-08-02T15:47:12+00:00

    Hi Dennis,

    We apologize for the delayed response. We would like to know if you're still having issues with your Surface Dock. Were you able to use the USB ports on the dock recently? If you haven't, there's a new firmware/driver update for the Surface Dock that was published/released on 07/31/2018. You can start downloading it here.

    Keep us updated on the outcome.

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