Surface Studio Laptop; Dock only fully works on one of two USB-C ports on laptop

Question

Greetings,

I'm currently experiencing some challenges with one out of the two USB-C ports on my Surface Laptop. My goal is to maximize the use of a Surface Thunderbolt 4 Dock.

With one of the USB-C ports, I am able to fully access all features, encompassing Ethernet and USB support through the dock:

Nonetheless, with the other USB-C port, both the Ethernet functionality and the USB support from the dock cease to work. Moreover, the dock no longer shows up in the "Surface App" on my computer:

I've attempted to reset the Surface Laptop Studio by power cycling, but it didn't resolve the issue. The difference in behavior between the two ports remains consistent. Could you suggest some troubleshooting steps for my USB-C port? It's been a month since I started using it, and it's only recently that the second USB-C port has begun exhibiting these peculiarities.

Answer 1

Hi Emmett Robins,

Thank you for reaching out to Microsoft Surface support. I understand that you are experiencing issues with one of the USB-C ports on your Surface Laptop Studio where you are unable to access Ethernet and USB support through your Surface Thunderbolt 4 Dock if connected to that specific USB port of the Surface. I apologize for the inconvenience this has caused you.

We would like to ask for a few more details first for us to further isolate the issue:

• Just to confirm also with the screenshots you provided: if the dock is connected to that port that is having the issue, Microsoft Surface Thunderbolt 4 Dock driver does not show up as well in Device Manager along with the other driver, correct?
• Regarding with the Surface app also, how about when the dock is connecting to the working USB-C port, does it show on the Surface app or not also?
• How about the other ports of the dock like the Audio port, will it still work if connected to the concerned USB-C port?
• Have you tried also connecting another USB-C peripheral or accessory to that USB-C port?
• Lastly, kindly try checking if the Device Manager windows refreshes when you connect the dock to that port. To do this, disconnect the dock from the device, open Device Manager window then expand Universal Serial Bus controllers. Connect the dock first to the working USB-C port, the Device Manager would refresh its list then show the dock drivers, disconnect again the dock then reconnect it through the defective USB-C port and see if the Device Manager does the same or not. Let me know how it goes.

Both USB-C ports on the Surface Laptop Studio are USB-C® with USB 4.0/Thunderbolt™ 4. There is no difference between them. It seems that the issue with that specific port is already a hardware issue as it does not detect the dock but kindly try these steps below first and see how it goes:

1. Check the Surface Laptop Studio's USB-C port:
   • Ensure that the USB-C port is clean and free of debris or damage.
   • Try connecting a different USB-C device to the port to see if it works.
   • If the port is damaged, you may need to contact Microsoft support for repair or replacement.
2. Update the Surface Laptop Studio
   • Go to Windows Settings > Windows Updates and make sure all updates are installed including Optional updates.
   • Try also checking the Surface drivers' health through the Surface app and run the Surface Diagnostic Tool to run some system checks and repairs
   • See: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support

I'd love to provide you with the troubleshooting steps right now to fix the problem. I am afraid that we may have to wait for the above answer first so that we can provide the necessary information. Once we collect all the information, we will formulate the feasible resolution to help you with your case or if we need you to refer to the support that suits your problem. We will be sure to let you know in advance so that you save time.

Kind regards,
Marrion

Answer 2

• Just to confirm also with the screenshots you provided: if the dock is connected to that port that is having the issue, Microsoft Surface Thunderbolt 4 Dock driver does not show up as well in Device Manager along with the other driver, correct?
  This is correct.
• Regarding with the Surface app also, how about when the dock is connecting to the working USB-C port, does it show on the Surface app or not also? When the dock is connected to the functional port, the device appears in the "Surface App". When the dock is connected to the problematic port, it does not appear in the "Surface App".
• How about the other ports of the dock like the Audio port, will it still work if connected to the concerned USB-C port? The 3.5mm auxiliary port is operational. The Surface Connect Link port is also operational both with data & power (tested with Surface Dock 1).
• Have you tried also connecting another USB-C peripheral or accessory to that USB-C port? Aside from the issue with limited functionality with the Surface Thunderbolt 4 Dock, all other devices appear to be operational on the problematic port. I have not extensively tested the performance of the problematic port but anything I plug into it appears to work, including USB memory devices, charging phones, and Xbox controller support. I have not tested if the port is stepping down it's performance from USB4 to USB3 nor do I have a good way to do that.
• Lastly, kindly try checking if the Device Manager windows refreshes when you connect the dock to that port. To do this, disconnect the dock from the device, open Device Manager window then expand Universal Serial Bus controllers*. Connect the dock first to the working USB-C port, the Device Manager would refresh its list then show the dock drivers, disconnect again the dock then reconnect it through the defective USB-C port and see if the Device Manager does the same or not. Let me know how it goes.* Unfortunately I've already extensively tried many A / B testing with both ports and Device Manager's behavior. It is 100% consistent that with the functional port, I am seeing the devices listed in my first graphic. It is also 100% consistent that with the problematic port, I am seeing the devices listed in the second graphic. I have tried also to search for hardware changes.

1. Check the Surface Laptop Studio's USB-C port:

- Ensure that the USB-C port is clean and free of debris or damage.

I have not seen any debris or damage to this port. Something interesting is that I've been using this port for my Surface Thunderbolt 4 Dock for about six weeks now. The sudden partial support of the dock's features were abrupt.

- Try connecting a different USB-C device to the port to see if it works.

(Previously stated)

- If the port is damaged, you may need to contact Microsoft support for repair or replacement.

2. Update the Surface Laptop Studio

- Go to Windows Settings > Windows Updates and make sure all updates are installed including Optional updates.

I've checked for all updates including optional updates.

- Try also checking the Surface drivers' health through the Surface app and run the Surface Diagnostic Tool to run some system checks and repairs

- See: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support

This is the only thing I have not done yet. I can take a look at this suggestion later tonight.

Thank you for your support

Answer 3

Are there any steps I can take to cycle plug and play features for Surface devices? My main suspicion is that somehow my computer has "learned" that the dock is a USB3 device instead of a USB4 / Thunderbolt device for that port.

Answer 4

Hi Emmett Robins,

Thank you for the detailed response and apologies for the delay in getting back. It is weird to the issue only one of the USB-C ports of the Surface. About the cycle plug and play features on the Surface, try booting the device to its UEFI page following the steps provided here: How to use Surface UEFI - Microsoft Support. Once you are on the UEFI page, go to the Devices tab then see if Dock USB Port is available. If yes, try disabling the option first then select Exit > Restart now. After the restart, boot back to the UEFI page to enable the option back then see if issue persists.

For this case, if still the issue is occurring until now and persists after the steps provided for the UEFI settings, I recommend reaching out to our live support for us to also have a remote session with the device to further investigate and for further assistance. You may reach our live support through these steps below:

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.

In case needed, see this forum article by Barb Bowman in getting phone or chat support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

Kind regards,
Marrion

Answer 5

Hello,

I have tried to put my device in to UEFI mode, but there is no "Devices" listed as an option.

1. Is there anything I can do to update my UEFI so that it does include this category?
2. Is there no explanation for why my defective port is behaving this way? There are no recommendations for testing the performance of this port? What would be a reason why the Thunderbolt 4 dock would behave this way against two ports?