Why won't my sculpt keyboard/mouse work with surface dock?

Question

I've reset the dock many times.

I hear it all day reset the dock on it's own (sounds like I unplugged and then plugged in the USB antenna for my sculpt keyboard/mouse)

sometimes it work, but sometimes it doesn't.

very frustrating and unproductive work wise.

I have purchased the top line surface 8, surface dock, and sculpt keyboard/mouse. I can't believe it won't work together.

I would like my money back if we cant fix it.

Answer 1

Hi William!

Thanks for reaching Microsoft Community. We're sorry for the inconvenience this may have caused you. We're here to help and let's work on this together.

I understand you're having an issue with your keyboard/mouse connecting to your Surface dock. Happy to help and provide more options here.

This can be an issue with the updates available on surface dock. See through this link Update your Surface Dock - Microsoft Support to update your Surface dock.

Regarding your query on getting your money back, here in community forums, we don't have the right tools and resources to help you. If you purchased this through Microsoft Store online, then our Microsoft Store support will be the one to help you on that. To contact them, see through this link Contact Microsoft Store Support - Microsoft Support with the list of phone numbers depending on which country you're from.

Please let us know how it goes. We look forward to hearing from you.

Greetings,

RodelioP.

Answer 2

Hi William!

Thanks for reaching Microsoft Community. We're sorry for the inconvenience this may have caused you. We're here to help and let's work on this together.

I understand you're having an issue with your keyboard/mouse connecting to your Surface dock. Happy to help and provide more options here.

This can be an issue with the updates available on surface dock. See through this link Update your Surface Dock - Microsoft Support to update your Surface dock.

Regarding your query on getting your money back, here in community forums, we don't have the right tools and resources to help you. If you purchased this through Microsoft Store online, then our Microsoft Store support will be the one to help you on that. To contact them, see through this link Contact Microsoft Store Support - Microsoft Support with the list of phone numbers depending on which country you're from.

Please let us know how it goes. We look forward to hearing from you.

 

Greetings,

RodelioP.

I just tried, and no difference. It still disconnects and then reconnects every few minutes. It's very frustrating and I cannot work when my Sculpt keyboard/mouse keeps disconnecting and reconnecting itself.

I need someone to resolve this please!

Answer 3

Hi William!

Thanks for getting back to us!

Have you tried connecting the keyboard/mouse directly to the device? We want to check if the issue is within the Surface dock itself.

Please let us know how it goes. We look forward to hearing from you.

Greetings,

RodelioP.

Answer 4

Hi William!

We haven't heard from you in 72 hours, so we will consider your issue resolved. If you do need further help, please create a new thread to discuss your concerns through this link: Create a new question or start a discussion (microsoft.com) as we will not be monitoring this thread going forward.

Thank you for understanding.

Regards,

RodelioP.

Answer 5

Not resolved. bought a competitor ergonomic keyboard and mouse so I can work without unplugging and plugging in the sculpt receiver many times per day, as I need to get work done rather than try troubleshoot this top line Microsoft equipment all day. MS is sending me a extension cable.from Microsoft:"The problem comes from the USB 3.0 hardware causing interruption of the USB wireless signal of this one. You can try using an extension cable in order to connect it, however, if this process does not work, then you can try to connect the receiver directly into the receiver or use a wired laptop and mouse into the docking station. This is the main problem why your Sculpt keyboard/mouse is not working properly to the Dock 1 you have."