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Why does my Surface Laptop Go no longer read or load external DVD drive connected via MS Dock ?

Anonymous
2024-11-12T21:14:55+00:00

This DVD drive was working fine with my Go connected via the Dock for years but has just stopped working. Any ideas on a fix, please ?

Surface | Surface Laptop | Performance and maintenance

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  1. Anonymous
    2024-11-13T01:55:50+00:00

    Hello, Martin Young1.

    Welcome to Microsoft Community!

    I will assist you in investigating this connection issue and share some possible suggestions with you.

    There are 3 possible reasons why the Surface Laptop Go is unable to read the external DVD drive through the Dock:

    1. Faulty or missing drive
    2. Cable incompatibility
    3. Hardware failure

    To troubleshoot at the system and driver level, we can manually obtain the driver and firmware installer for the Surface Laptop Go and Dock to troubleshoot potential driver issues and maintain device performance:

    Download drivers and firmware for Surface - Microsoft Support

    Please reboot your device after the download is complete to apply the driver update.

    The above steps usually work if the problem stems from the driver.

    If the problem persists, then it is necessary for us to perform further hardware debugging.

    I am here to share with you the links to the specialized accessories and cables designed by Microsoft for Surface. These accessories have best compatibility with Surface devices and you can choose according to your needs:

    Accessories Designed for Surface

    (You can try replacing the cable that connects the Dock to the DVD)

    If you are looking for more direct help with your hardware, I recommend getting in touch with the Surface technical support team and sending your device to them for service.

    I will share with you the steps to create a service order:

    Open the Surface App (usually built into your Surface device, or you can download it from the Microsoft Store if you don't have one) and follow the procedure below:

    1. Click "Help and Support" and then click "Get Help".
    2. Briefly describe your problem in the text box, such as "Unable to read DVD drive through Dock", and then press Enter.
    3. Click "Contact Support" at the bottom.
    4. Select "Technical Support" and click "Confirm".
    5. You will see "Chat support" and "phone support" options, please contact them during working hours, you will get one-to-one support services.

    These are some of the information I can share with you at this time.

    I wish you all the best.

    Best Regards.

    Leo.L - Microsoft Community Support Specialist

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