PRO 11 (ARM) and Dock 4 has no ethernet connectivity

Question

The general forum(s) has lots of material on previous Surface PRO devices and dock 2 and dock 4 but not much on Surface PRO 11 and Dock 4. This is to let you know that the loss of ethernet from Dock 4 is still here!

I have tried many of the "solutions" including:

O.Meyer_DSA Replied on June 5, 2020

I created a powershell script, to reactivate the adapter:

Look for all Surface Ethernet Adapters that are in error run them through a disable/Enable cycle.

Set-Variable Devices (Get-PnpDevice -FriendlyName "Surface Ethernet Adapter")

foreach ($Device in $Devices) {

if ($Device.Status -ne "OK") {

    "Running cycle on "+ $Device.FriendlyName + " Status: " + $Device.Status

    Disable-PnpDevice -InstanceId $Device.instanceId -confirm:$false

    Enable-PnpDevice -InstanceId $Device.instanceId -confirm:$false

    "New Status: " + ((Get-PnpDevice -InstanceId $Device.InstanceId).status)

}

}

With the following result:

PowerShell 7.4.3

PS C:\Windows\System32> # Look for all Surface Ethernet Adapters that are in error run them through a disable/Enable cycle.

PS C:\Windows\System32> Set-Variable Devices (Get-PnpDevice -FriendlyName "Surface Ethernet Adapter")

PS C:\Windows\System32> foreach ($Device in $Devices) {

>> if ($Device.Status -ne "OK") {

>> "Running cycle on "+ $Device.FriendlyName + " Status: " + $Device.Status

>> Disable-PnpDevice -InstanceId $Device.instanceId -confirm:$false

>> Enable-PnpDevice -InstanceId $Device.instanceId -confirm:$false

>>

>> "New Status: " + ((Get-PnpDevice -InstanceId $Device.InstanceId).status)

>> }

>> }

Running cycle on Surface Ethernet Adapter Status: Unknown

Disable-PnpDevice:

Line |

4 | Disable-PnpDevice -InstanceId $Device.instanceId -confirm:$fa …

 |          ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ 

 | Generic failure 

Enable-PnpDevice:

Line |

5 | Enable-PnpDevice -InstanceId $Device.instanceId -confirm:$fal …

 |          ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ 

 | Generic failure 

New Status: Unknown

The script did not work. I think there were some changes in PRO 11 hardware that do not match earlier versions, particularly the PRO 11 (ARM). I am not sure enough of my ability to go snooping around to find where the error might be and write my own PowerShell script. I have just enough knowledge to make me dangerous.

Also, apparently many of the links provided, those for RealTek come to mind, have long since expired. And links to fetch drivers for the Surface PRO 11 do not mention Surface PRO 11 or Surface PRO 11 (ARM).

The only suggested "solution" I have not tried is to reset my Surface PRO 11 (ARM).

That's all for now. Thanks.

Answer 1

Hello TFMorgan,

Welcome to Microsoft Community.

I assume that when you refer to Dock4 here, you are referring to the Surface Thunderbolt™ 4 Dock.

After reading everything you've posted here, I've noticed that you seem to be more inclined to judge that the problem originated from the Surface Thunderbolt™ 4 Dock than the Surface Pro 11 you're using.

Although the Surface Pro 11 does not have a direct Ethernet port, I think it is now necessary to test whether the network function of the Surface Pro 11 itself is intact.

If it's convenient, try connecting your Surface Pro 11 to some of the available Wi-Fi signals and make sure your Surface Pro 11 is connected to the Internet and working properly.

If you can connect to the Internet normally, this means that the Surface Pro 11 network function is not abnormal, the problem may be from the Surface Thunderbolt™ 4 Dock you are using.

But I noticed that you also seem to have Surface Dock 2, so with the Surface Dock 2 connected to the premise, it seems that everything is normal Ethernet, right? Once again, this proves that the problem is from the Surface Thunderbolt™ 4 Dock, but it is not yet clear whether the problem is from a driver or hardware failure.

Trying to troubleshoot a problem with a command is a very technical exercise, but perhaps you need to report the issue back to the command provider and ask if there are any updates for the new device.

Since the Surface Pro 11 has only been released for a while, the official driver and firmware pack have not been updated yet. I can recommend you try to contact Surface Live Support, they may be able to provide you with the driver and firmware pack download address.

If necessary, they can also help you create a repair order and send the Surface Thunderbolt™ 4 Dock to the Surface Technical support team for inspection or repair.

Here are the steps:

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

Contact - Microsoft Support

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

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

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

I wish you all the best.

Best Regards,

Mitchell | Microsoft Community Support Specialist

Answer 2

The Surface PRO 11 (ARM) does work with Wi-Fi and has been since I got it. I do not have a Dock 2, or whatever it is "officially" called. The only one I have is the Surface Thunderbolt™ 4 Dock.

When I plugged the Surface Thunderbolt™ 4 Dock in there was already a firmware update which was applied (circa 3 July 2024). I have checked several times since then and no other updates show up.

I can connect an ethernet dongle-to-USB C adapter onto the ethernet cable connector and the USB C end into the Surface PRO 11 (ARM) and everything works. The ethernet cable to the Surface Thunderbolt™ 4 Dock, however, does not.

I shall try the items you suggest but have little hope.

Regards.

Answer 3

Further, I have a Surface PRO 8 and it does not work with the Surface Thunderbolt™ 4 Dock ethernet either. And the Surface PRO 8 has worked with Wi-Fi for many years and also works with the Ethernet-to-USB C dongle on the same cable.

Thanks for assistance.

Answer 4

Hi TFMorgan,

Thank you for your clarification and additional information.

After some testing, we at least confirmed that the Wi-Fi function of the Surface Pro 11 is normal, so I assume that the Surface Pro 11 does not have a network level failure.

Just to clarify, the Surface Thunderbolt™ 4 Dock normally supports the Surface Pro 8:

However, in your tests, the same problem occurred on the Surface Pro 8, so it is clear that the Ethernet port on the Surface Thunderbolt™ 4 Dock you are using may be faulty and need to be repaired.

You can refer to the guidance process I provided you earlier, contact Surface Live Support, and send the Surface Thunderbolt™ 4 dock to the Surface Technical support team for inspection or repair.

Best Regards,

Mitchell | Microsoft Community Support Specialist

Answer 5

I shall do that. Thank you for the assistance.

Regards