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Surface Laptop Studio 2 can't connect to LAN over Surface Thunderbolt 4 Dock

Anonymous
2025-03-28T17:44:32+00:00

Hello,

if I connect my Surface Laptop Studio 2 to the Surface Thunderbolt 4 Dock the LAN connection is enabled, but after some seconds, the connection fails, will be re-established and so on. LAN works, works not, works, works not.

My Surface Laptop Studio 1 otherwise works perfect with the dock.

Any ideas?

Stephan

Surface | Surface Laptop | Performance and maintenance

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question. To protect privacy, user profiles for migrated questions are anonymized.

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  1. Anonymous
    2025-03-29T06:55:36+00:00

    Hello Aqua-Steve,

    Welcome to Microsoft Community.

    My immediate judgment is that the Ethernet port on the Surface Thunderbolt 4 dock may have been damaged, and there is no software-level solution for this problem.

    Have you tested to replace a new Ethernet cable? What I want to say is that this symptom may occur if the Ethernet cable interface is in poor contact.

    If this problem still occurs after replacing a new Ethernet cable. The problem most likely stems from a hardware failure.

    Do you have any USB-C to Ethernet adapters:

    Accessories Designed for Surface ****

    Image

    For example, this one in the screenshot.

    The Surface Thunderbolt 4 dock has multiple USB-C ports, and if you have one of these adapters, you can temporarily use other USB-C ports to connect to Ethernet.

    Or allow me to share with you the drivers and firmware packs for the Surace Laptop Studio 2 and Surface Thunderbolt 4 docking stations:

    Download Surface Laptop Studio 2 Drivers and Firmware from Official Microsoft Download Center

    Download Surface Thunderbolt 4 Dock Firmware and Drivers from Official Microsoft Download Center****

    Try to see if the problem improves with a full installation of the appropriate drivers and firmware packages. If it doesn't, then I'm afraid this is a hardware failure and needs to be referred to the Surface technical support team for inspection or repair.

    I can guide you through the right process to get in touch with them:

    Open the Surface App (usually built into your Surface device, or you can download it from the Microsoft Store if you don't have one) and follow the procedure below:

    1. Click "Help and Support" and then click "Get Help".
    2. Briefly describe your problem in the text box, such as "Surface Thunderbolt 4 dock has a problem with its Ethernet port", and then press Enter.
    3. Click "Contact Support" at the bottom.
    4. Select "Surface" and “Surface Accessories”, then click "Confirm".
    5. You will see "Chat support" or "phone support" options, please contact them during working hours, you will get one-to-one support services.

    You can also listen to their suggestions first, and if necessary, they will help you create a service order.

    Best Regards,

    Mitchell | Microsoft Community Support Specialist

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