usb keyboard not working when plugged to Microsoft Surface Dock1

Question

Hi

I have a Surface Go4 Windows 11 pro and Surface dock 1.

When I plug my USB keyboard or some of my USB storage stick on the dock, it will not work. it is not recognized and not accessible.

but when i plug them directly on my Surface USBC port, it works.

other devices such as my other USB storage stick, phone, ext USB drives, etc, will work when plugged into the Dock1.

my surface go4 is up to date.

Answer 1

Hi the-emperor,

Welcome to Microsoft Community.

It sounds like you're experiencing a compatibility issue with your USB keyboard and Surface Dock 1. Here are some steps you can try to troubleshoot the problem:

• Power Cycle the Dock: Unplug the Surface Dock from the power source, wait for about 30 seconds, and then plug it back in. This can help reset the dock.
• Test Different USB Ports: Try plugging your USB keyboard into different USB ports on the Surface Dock to see if it makes a difference.
• USB Power Management Settings: Sometimes, power management settings can prevent devices from working properly. Go to Device Manager (right-click the Start button, then select it). Expand Universal Serial Bus controllers, right-click each item related to the USB (especially the ones labeled with "Generic USB Hub" or "USB Root Hub"), select Properties, go to the Power Management tab, and uncheck "Allow the computer to turn off this device to save power."
• Update Dock Firmware:

1. Go to Download Surface Tools for IT.
2. Select Download.
3. Under Choose the download you want, select the latest version of the Surface Dock Firmware Update. The file name will start with Surface_Dock_FWUpdate_ and a version number, and it will have a .msi file name extension at the end.

You don't need to download all the files in the software package—just select the Surface Dock Firmware Update. 4. Select Next and follow the rest of the instructions to install the update.

If after trying these steps your USB keyboard still does not work with the Surface Dock but other USB devices do, it's likely that there's a compatibility issue with the dock.

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist

Answer 2

Hi,

I have power recycled wo any effect.

I have 1 USB memory and all my USB keyboard/mouse will not work when plugged to Dock1. but works when plugged to Go4.

other USB memory works on the dock

installed firmware dock- but it say for AMD64 windows 10.

no change USB still not working for keyboards/mouse/1 USB memory.

thank you

Answer 3

Hi the-emperor,

Thanks for the update, and sorry to hear you're still facing issues with the dock. Since power recycling, updating the firmware, and testing different devices didn't resolve the issue, this may be more of a hardware issue with the Surface Dock.

I suggest you go to your local Surface device authorized service provider/dealer to test it with other Surface devices and the Dock. You can also send it directly to Microsoft for inspection and repair.

If you decide to send it in, go toSign in to your account.and sign in with your Microsoft account. If your device is already registered, select it and follow the instructions. If your device isn't listed, select Don't see your device? to register it, then follow the instructions to get service.

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist

Answer 4

hi

i have tried it on my Surface Go3, Surface Pro 2017.

same problem.