Surface Pro 4 won't connect to ethernet

Question

• trying to get ethernet connectively on this Surface Pro 4.
• Surface Pro 4 has everything currently updated.
• wireless works fine.
• new RJ45 to USB cable plugged into live ethernet port, USB into Surface.
• cable makes happy USB connect/disconnect noises when plugged in/disconnected.
• with cable plugged into Surface and RJ45, Device Manager reported missing drivers for "FT231X USB UART".
• downloaded setup executable for the FT231X from FTDICHIP.COM
• drivers seemed to install fine. Now, with the RJ45 to USB cable plugged in, under Device Manager "Ports" there is a "USB Serial Port (COM3)" and under "Universal Serial Bus Controllers" there is a "USB Serial Converter."
• USB Serial Port (COM3) driver info shows it's from FTDI, 8/16/2017, Version 2.12.28.0, which is correct.
• USB Serial Converter properties show "FTDI, Port_#0001.Hub_#0001", which seems correct.
• wireless adapter on the Surface has no option to automatically turn it off when ethernet is detected.
• turning wireless off manually does not cause the ethernet to be selected.
• cycling the modem/router did nothing.
• restarting Surface did nothing.
• Windows Update has nothing new to offer that fixes anything. (Why aren't the drivers for this available through Update? Seems as thought there is something flaky ...)

So, as far as I've been able to determine all the drivers are in place, I am hoping the brand new cable is working (happy USB connect/disconnect sounds), and yet there is no connectivity to the ethernet.

I don't want to try buying a Surface dock with an RJ45 on it unless I know that might work. As far as I understand it a simple RJ45 to USB cable should be able to deliver ethernet to the Surface.

Would anyone have any ideas as to how to proceed? 

Thanks for your help.

Ian J.

Answer 1

I used your approach to check which recovery image I used, and that resulted in the same file as I was pointed to before. Apparently, the same image is used for (at least) the Surface Pro 3 and 4.  The filename is "SurfacePro3_BMR_10_7.102.0".  The recovery operation completed successfully, 

This is what you should see if it is a SP 4 after you enter the serial number, so I believe you have a SP3

Surface Pro 4 - 256GB i5 8GB - Windows 10 Version 1703

and the file name starts with SurfacePro4_BMR_15

I thought the Surface adapter is just a passthrough device, in which case wouldn't a simple RJ45 to USB cable work equivalently? Shouldn't there be an ethernet network adapter showing up in the list of network adapters that are available, at least when the RJ45 to USB cable is plugged in? NO

There is no onboard Ethernet adapter in either SP3 or SP4. No pass through. The Marvel adapter is WiFi and Bluetooth only, NOT Ethernet.

Networking, unfortunately, mostly remains a mystery to me. Am I correct in believing that the "Marvell AVASTAR Wireless-AC Network Controller" in the Surface is also the hardware that would provide for an ethernet connection through the USB/serial port? NO

With that working, will the wireless automatically step aside for the ethernet connection? I have read where that functionality needs to be set explicitly. Ethernet should have priority once you get a USB Ethernet adapter.

You need to buy a USB to Ethernet adapter and I recommend the Microsoft branded one I provided a link to.

Answer 2

Hello IJaffray,

Were you able to connect your Surface Pro 4 to network using ethernet cable before? If yes, for us to know if this is a hardware or software issue, we would highly recommend that you reset the Surface using a USB Recovery Image. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset.  You must have at least 16GB/32GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image. 

Note: This removes all the files and apps on your device. You will need to back up your data and reinstall the desktop apps or run updates after the completion.

To download the Recovery Image:

1. Visit the page at http://www.surface.com/support/warranty-service-and-recovery/downloadablerecoveryimage
2. Sign in with your Microsoft Account (this is the email address we asked you for at the start of the call)
3. From the list of Surface devices available, select the device that you need a recovery image for

Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device 4. Download the recovery image using the button on the page 5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

 Format USB Drive:

1. Insert your USB drive into the USB port of your PC.
2. From the desktop, open File Explorer
3. Tap and hold or right-click on the USB drive and choose Format
4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
5. Tap or click OK to erase the contents of the USB drive
6. Tap or click OK when the format is complete

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it
2. At the top of the window tap on Extract and then Extract all. Select the USB drive you formatted earlier for the location and click Extract.

Perform USB recovery image:

1. Turn the Surface off by pressing the power button
2. Insert the USB recovery drive into the USB port
3. Press and hold the volume-down (-) rocker
4. Press and release the power button
5. When the Surface logo appears, release the volume-down (-) rocker
6. When prompted, choose your language options and keyboard layout
7. Select Troubleshoot
8. Select System Image Recovery. Recovering this PC. If prompted for BitLocker Key, tap Skip this Drive.
9. If prompted, select Repartition the drives

Hope this helps.

StevenK

Answer 3

Hey StevenK,

Thanks for your help with this.

>> Were you able to connect your Surface Pro 4 to network using ethernet cable?

No, I have not been able to, and that was the reason for my post. I had previously Reset the Surface and then had downloaded and installed the FTDI drivers for the "FT231X USB UART" device that appeared when I plugged in the RJ45 to USB cable from the house ethernet.

I attempted your reset instructions, preparing a USB key as you said. Although this is a Surface Pro 4, for some reason in my MS account, it is registered as a Surface 3. However, the recovery image file that was recommended (for the Surface 3) seems to be the same for Surface Pro 4 and numerous other Surface variations.

With the USB key with the recovery files on it plugged into the Surface, the "hold volume down button and press start" did not work for me. It did not access the USB key and just proceeded with a normal boot to the existing Surface system. I tried this several times.

Next I went to System/Settings/Recovery. When I chose to use Advanced startup and then choose to use a USB to "restore Windows from a system image", it just cycled back to the original screen that asks if I want to use a USB for recovery, so no luck there either.

I eventually chose to Reset the Surface and the download "Windows from the cloud" option. I assume this worked, as after about 1/2 hours I was given the usual setup routine for a new Windows install. I've since updated what was downloaded and installed to the latest updates for Windows.

When I plugged in the RS45 to USB cable, this time there was no yellow exclamation mark for the "FT231X USB UART" and the "USB Serial Port(COM3) and "USB Serial Converter" entries are present in Device Driver. Before I had to separately download and install the driver for the "FT231X USB UART" from FTDI.

However, I'm basically back to where I was when I made my inquiry. I have wifi, but when I plug in the RJ45 to USB cable nothing happens, the Surface does not connect to the existing ethernet. Same happy USB connect/disconnect sounds plugging and unplugging the cable.

My expectations are that when I plug in the cable the machine should automatically switch to ethernet from wifi.

However, when I go to Network Connections, there is no Ethernet network listed, just Bluetooth and Wi-Fi. Do I have to create one?

This Surface has otherwise worked OK, except I cannot use an ethernet connection with it. I assume with the Reset, this is now a vanilla Surface Pro 4 with the latest Win OS updates.

Would you have any other ideas on how to proceed, StevenK? Thanks for you help with this.

Ian J.

Answer 4

Hi, StevenK,

Given what has been updated in the procedures you outlined, do you think this might have something to do with the existing network adapter hardware not functioning properly? Online comments often refer to it being flaky. Is there any way to test it?

I have uninstalled and let the system reinstall the network adapter, which is the "Marvell AVASTAR Wireless-AC Network Controller" to no effect.

Ian J.

Answer 5

A couple of things. If you go to https://support.microsoft.com/en-us/surfacerecoveryimage and don't sign in and just enter the serial number for your Surface, it should supply the correct recovery image. Can you do that and use that to wipe and reimage? What is the file name offered when you do that?

If you want a USB to Ethernet connection, the one we know that works is the
official Microsoft Surface branded adapter:
https://www.amazon.com/Microsoft-3U4-00001-Surface-Ethernet-Adapter/dp/B00N3JHBFM