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My surface dock appear to be losing the ethernet component. It returns and then disappears. (multiple events per day)

Anonymous
2022-09-15T00:37:09+00:00

My surface dock at work is demonstrating this.

My surface dock at home is not.

Both are surface Docks and version 1 (not USB C)

An investigation into the other end has not revealed any indicators (lost packets and the like). The port is simply showing port up and port down.

Is there any analysis that can be done to determine if this is definitely a dock issue? I would like to be able to confirm. It does seem odd as the ethernet service appears and disappears and re-appears on my surface. Same surface at home doesn't have that issue, but the dock is different.

Thoughts, ideas?

Please share.

Regards,

Bruce

Surface | Surface Pro | Network

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  1. Anonymous
    2022-09-15T21:30:56+00:00

    Hello Bruce Young (b.young)"),

    Thanks for reaching out to Microsoft Community. I'm sorry to hear about this issue on your dock. I understand how concerning it is to have such problem. I'll do my best to help.

    This might be due to ethernet adapter driver issues. To work around this issue, increase the USB selective suspend idle timeout value for the Surface Ethernet Adapter.

    1. Right-click the Start button and choose Device Manager
    2. In Device Manager, locate the Surface Ethernet Adapter under Network adapters
    3. Right-click Surface Ethernet Adapter, and then choose Properties
    4. On the Advanced tab, choose Selective suspend idle timeout
    5. Change the value from 5 to 30, and then press OK.

    Also, update the firmware of your Surface Dock: Update your Surface Dock (microsoft.com)

    Then, observe it for a while and let me know how it goes.

    Looking forward to your response.

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  2. Anonymous
    2022-09-16T01:54:01+00:00

    Steven,

    thanks for the concept. But upon checking my "selective idle timeout" was disabled.

    I have updated the firmware of my dock. This seems to have improved the situation. Dock firmware is currently Firmware: 18.2830.368.0 DP: 18.2165.368.0

    I will check the other dock later today.

    Regards,

    Bruce

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  3. Anonymous
    2022-09-17T00:55:38+00:00

    That's good to know, Bruce Young (b.young)").

    You might also want to test another ethernet cable to isolate the issue more. Please keep me posted.

    I'll wait for your update.

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  4. Anonymous
    2022-09-21T03:56:33+00:00

    We haven't heard from you in 72 hours, so we will be considering your issue resolved, but if you do need further help, please create a new thread to discuss those concerns as we will not be monitoring this thread going forward. 

    Thank you for your understanding.

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  5. Anonymous
    2022-09-26T06:44:55+00:00

    I have been back on the dock that was causing issues when I logged this request.

    I can report that since updating the firmware, there have been no further issues.

    This suggests that there was an issue with the dock, but as with all things IT, this isn't a guarantee.

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