Hello, One of USB- C Port on my surface pro 8 is not function like it should be.

Question

Hello,
I just found out that one of my USB- C ports are not functioning correctly. I use a lenovo dock to connect my external monitor, mouse, keyboard and an external soundcard. However, only one port would allow me to connect the dock and have all of the devices to work. If I connect the dock to the other usb-c port, only the external monitor will be working, the rest of my devices are not connected. Both ports should function the same right? Or did i miss something. Please Help.
Thank you

Answer 1

Hi Hien Tran1,

Thank you for reaching Microsoft Community. I understand that you're experiencing issues with one of the USB-C ports on your Surface Pro 8. Let's see if we can figure out what's going on.

May I know what is the exact model of the Lenovo dock that you are using?

Does the dock have its own power supply, or it also draws power from the Surface? Kindly try also connecting the dock to the defective port while the device is also connected to its power supply and see how it goes.

When you connect the dock to the defective port, is there any other devices connected also on the other USB-C port of the Surface or none and you only have the dock connected to it?

Is this the first time that you connect this dock to that port, or this used to work fine before also on that port then suddenly issue occurred?

For now, while the dock is connected to the Surface through the defective port, please try checking for the Surface drivers' health through the Surface app and run the Surface Diagnostic Toolkit to run some system checks and repairs then make sure also that all updates are installed including Optional updates in Settings > Windows updates. See: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support

Additionally, you may want to try updating the drivers for your Surface Pro 8. Sometimes outdated drivers can cause issues with USB-C ports. You can do this by going to the Device Manager in Windows, finding the USB-C port that's not working correctly, right-clicking on it, and selecting "Update driver."

Let me know how it goes.

Kind regards,
Marrion

Answer 2

Hello
It's called Lenovo C111 usb C- hub. It is just a plug and play dock that draw power from my surface. I have it for my desktop setup so it is always connected while my surface is charged through the standard surface charger, so there should be no conflict regarding power source in and out.
I connect all my devices using the hub, therefore nothing else is connected to my surface besides the power cable. At first I though only one of the usb-c are thunderbolt and the other won't support multiple devices so I didn't really mind until I found out that it's defective.
So basically it's like this. If the dock is plugged into the working port, all devices including my external monitor work just fine. With the same set up, nothing changed, unplug the dock and plug it into the defective port, nothing else work, my keyboard stop working, external sound card stop working, only the external monitor seems to work like normal.
I tried to uninstall/re install the Intel (R) USB 3.1 eXtensible Host Controller - 1.20 for both ports. Nothing changed

I

Answer 3

Hi Hien Tran1,

Thank you for the response. This seems to be a hardware issue already on the said USB-C port of the device. You may check this article for details in getting service for the device: How to get service or repair for Surface - Microsoft Support

You may also reach out to our live support for further assistance through these steps:

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You may also see this forum article by Barb Bowman for a more detailed guide in getting phone or chat support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

Kind regards,
Marrion