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Monitors via dock keep suddenly disconnecting then reconnecting

Anonymous
2024-07-31T01:47:38+00:00

Hi!

I have a Surface Pro 11, connected via the USB C to a Thinkpad Hybrid USB C dock:

https://www.lenovo.com/au/en/p/accessories-and-software/docking/docking-usb-docks/40af0135au?orgRef=https%253A%252F%252Fwww.google.com%252F&srsltid=AfmBOopnwb0Vvl0S\_yhwWR886XgeW15Bs0vgxK4pQsFR6rWWAl07DLvB

I then have 2 x 2k monitors (set both to 60 hertz) connected to the dock.

The issue is I have been having random brief disconnections from the monitors that go black and then reconnect immediately. Can happen 2 to 3 times an hour or once a day.

Just wondering what might be causing this and if getting a USB C to surface connect adapter may help if there are higher speeds through this?

Thank you

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2024-08-02T03:29:47+00:00

    Hello, David Yu1.

    Welcome to Microsoft Community!

    After reading what you posted, I understand that you are connecting two monitors to your Surface Pro 11 via the Thinkpad Hybrid USB-C Docking Station. However, you are currently experiencing some connection anomalies that will disconnect within a certain frequency.

    Next, allow me to make some speculations about the situation:

    First, from Surface's perspective, your Surface Pro 11 is connected to a third-party docking station. So, we can't guarantee that there aren't any compatibility issues, or that there are unexpected connection issues due to cables.

    On a hardware level, I'd like to believe that your hardware is probably fine. But to further troubleshoot the issue, we need to do some simple tests on the docking station as well as the display.

    For possible monitor failures, we can check for hardware problems by connecting the monitor directly to another computer.

    For the docking station, we can do the same with another computer. Alternatively, you can contact Thinkpad Hybrid USB-C Docking Station user support and I'm sure they'll be willing to provide you with some more specific information about using the docking station with your Surface device.

    Finally, regarding your Surface Pro 11 device, if you need to have it tested at the hardware level, I can provide you with an advance guide to contacting the Surface support team. By following the steps below, you can create a Surface Service Order. (if you need it)

    1. Use your personal Microsoft account (not your organization account) to access the following links:

    Contact - Microsoft Support

    1. Type Surface, press Enter, and click "Contact Support" at the bottom:

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    1. Select Technical Support and select the device model you are currently using in Produce family, then click Confirm:

    Image

    1. You will see contact options for Chat support and Phone support, please contact them during business hours:

    Image

    I wish you all the best.

    Best Regards.

    Leo.L - Microsoft Community Support Specialist

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