Error when connecting to Windows 11

Question

When I connect my Surface Duo 2 to my computer I receive the following error message:

The phone begins to charge, then shortly afterwards reboots. This occurs every minute or so until I disconnect the Duo from the PC. Then, the phone stops rebooting.

In the Device Manager, there is the following error:

I have tried adding "EnhancedPowerManagementEnabled" to the device's registry entry, which was recommended, I have also done the uninstall of the device from device manager and many reboots, I searched for updated drivers, all to no avail.

My computer is an Alienware Aurora running Windows 11 with 32GB of RAM and 580GB of available storage.

Any assistance would be appreciated.

Answer 1

Hi Tony,

Welcome to Microsoft Community.

I'm Hahn and I'm here to help you with your concern.

It sounds like your Surface Duo 2 is having trouble establishing a stable connection with your Alienware Aurora running Windows 11. Here are a few steps you can take to try to resolve the issue:

• Check the USB Connection:

Ensure that the USB cable and port you are using are in good condition. Try using a different USB cable and a different USB port on your computer to see if the issue persists.

• A "clean boot" starts Windows with a minimal set of drivers and startup programs, so that you can determine whether a background program is interfering with your game or program. How to perform a clean boot in Windows - Microsoft Support
• Disable USB Selective Suspend:

1. Go to Settings > System > Power & sleep > Additional power settings.
2. Click Change plan settings next to your selected power plan.
3. Click Change advanced power settings.
4. Expand USB settings and then USB selective suspend setting.
5. Set both On battery and Plugged in to Disabled.
6. Click Apply and OK.

If these steps don’t resolve the issue, you can also try resetting your Surface Duo as a last resort to isolate whether the issue is caused by your computer or your Surface Duo. Reset Surface Duo to factory settings - Microsoft Support

I hope this helps. If there is anything not clear, please do not hesitate to let me know.

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist

Answer 2

Hi Tony,

Welcome to Microsoft Community.

I'm Hahn and I'm here to help you with your concern.

It sounds like your Surface Duo 2 is having trouble establishing a stable connection with your Alienware Aurora running Windows 11. Here are a few steps you can take to try to resolve the issue:

• Check the USB Connection:

Ensure that the USB cable and port you are using are in good condition. Try using a different USB cable and a different USB port on your computer to see if the issue persists.

• A "clean boot" starts Windows with a minimal set of drivers and startup programs, so that you can determine whether a background program is interfering with your game or program. How to perform a clean boot in Windows - Microsoft Support

 

• Disable USB Selective Suspend:

1. Go to Settings > System > Power & sleep > Additional power settings.
2. Click Change plan settings next to your selected power plan.
3. Click Change advanced power settings.
4. Expand USB settings and then USB selective suspend setting.
5. Set both On battery and Plugged in to Disabled.
6. Click Apply and OK.

If these steps don’t resolve the issue, you can also try resetting your Surface Duo as a last resort to isolate whether the issue is caused by your computer or your Surface Duo. Reset Surface Duo to factory settings - Microsoft Support

I hope this helps. If there is anything not clear, please do not hesitate to let me know.

 

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist

Thank you for the prompt response, Hahn

I have tried all of your suggestions, including the factory reset, and the issue still persists.

Do you have any other suggestions for me to try?