Windows 10: Loosing Ethernet connectivity with Microsoft Dockingstation USB-C Travel Hub on W10 1909 x64

Hi all


I recently bought the Microsoft Dockingstation USB-C Travel Hub. While it's a stylish and cool device, I have a major issue: anytime between 2 and 8 minutes after plugging it in into my HP portable device's Thunderbolt port, the Ethernet connection drops - the operating system does not even see the NIC anymore and the "Surface Ethernet Adapter" is show as disconnected in Device Manager View > Show hidden devices.

I can reproduce the problem with another HP Device having a Thunderbolt port. Other attached peripherals like headphones continue to function.


My main device is running W10 1909 Build 1198 64-bit edition, and I have manually updated the Surface Ethernet Adapter Driver to the newest version available from theUpdate Catalog 10.14.117.2020. I have been unable to find useful information in Event Viewer, or any other place


Maybe related is another weird problem: when booting my HP with the older HP Travel Dock with USB-C P/N 839032-001, Windows 10 does not recognize the Ethernet port either using the newest HP driver . Removing and re-attaching the dock helps only somtimes, but most often I need to reboot my device. Using the standalone HP USB 3.0 Ethernet Adapter using USB-A works fine.


This leads me to the question of the problem is not Travel Dock dependent, but rather a more generic Windows issue connected to USB-C?


I would appreciate help and advice. Thanks for reading, Maurice

:)

 

Microsoft Surface Dock 2 and USB-C Travel Hub now available

The Surface Dock 2 ($259.99) and the multi-port Microsoft USB-C Travel Hub ($99.99) are now available for purchase.


Surface Dock 2





Tech Specs

[table][tr][td]Compatibility[/td] [td]Surface Book 3 (13.5” and 15”) Surface Pro 7 Surface Pro X Surface Laptop 3 (13.5” and 15”) Surface Go 2 Supports dual 4K monitors at 30Hz: Surface Pro 6  Surface Pro (5th Gen) Surface Laptop 2 Surface Laptop (1st Gen) Surface Go Surface Book 2 (13.5” and 15”) Not compatible with: Surface Pro 4 Surface Pro 3 Surface Book (1st Gen)[/td] [/tr] [tr][td]Dimensions[/td] [td]5.12" x 2.75" x 1.18" (130 mm x 70 mm x 30 mm)[/td] [/tr] [tr][td]Weight[/td] [td]1.13 lb (515 g)[/td] [/tr] [tr][td]Connections[/td] [td]199W power supply Supports dual 4K at 60Hz Surface Connect cable (80 cm) 2 front-facing USB-C® (10 Gbps) (15W) 2 rear-facing USB-C® (10 Gbps) video display enabled (7.5W) 2 rear-facing USB-A 3.2 (10 Gbps) (7.5W) 3.5mm in/out audio jack 1 gigabit Ethernet Security lock support (Kensington compatible)[/td] [/tr] [tr][td]Warranty[/td] [td]1-year limited warranty1[/td] [/tr] [/table]

Surface USB-C Travel Hub for Business





Tech specs

[table][tr][td]Compatibility (Computers)[/td] [td]Modern PCs with USB-C® port All Surface devices with USB-C® port[/td] [/tr] [tr][td]Dimensions[/td] [td]3.5" x 1.9" x 0.59" (89 mm x 48 mm x 15 mm)[/td] [/tr] [tr][td]Colors[/td] [td]Black[/td] [/tr] [tr][td]Product feature performance[/td] [td]1 USB-C® 3.2 Gen 2 port (10 Gbps data transfers and pass-through accessory charging) 1 USB-A 3.2 Gen 2 port (10 Gbps data transfers and pass-through accessory charging) 1 Gigabit ethernet port 1 HDMI 2.0 port with 4K (60Hz) video out support 1 VGA port  Note: Supports compatible accessory charging. Does not support laptop charging. Connector plating: Nickel plating Advanced features: Support for Android USB Power Policy HDMI priority CFU firmware update[/td] [/tr] [tr][td]Weight[/td] [td]0.22 lb (99.2 g)[/td] [/tr] [tr][td]Compatibility (OS)[/td] [td]Google Chrome OS 73.0.3683.88 Google Chrome OS 76.0.3809.136 Windows 10 Home Windows 10 Pro Windows 7 Professional Windows 8 MacOS 10.14.1 MacOS 10.14.6 MacOS 10.15.1 Android 9.0.0 Android 8.1.0[/td] [/tr] [tr][td]Connection interface[/td] [td]USB-C® captive cable with 200mm cable that stores in the end of Travel Hub[/td] [/tr] [tr][td]Warranty[/td] [td]1-year limited warranty1[/td] [/tr] [tr][td]Technology details[/td] [td]High-speed data transfer and pass-through charging for your accessories with the USB-A and USB-C® 3.2 Gen 2 ports, with up to 10 Gbps transfer speeds.  Gigabit ethernet connectivity for faster internet speeds. Plug in to a single monitor at your desk with HDMI 2.0 port, with video resolution up to 4K with 60 Hz refresh rate, better than most other portable, compact hubs on the market. Project on the big screen through the included VGA port for even more video-out compatibility.[/td] [/tr] [/table]

Read more:

• Surface Go 2, Surface Book 3, Surface Headphones 2 and Surface Earbuds
• What is new in Surface Dock 2
• Use the Microsoft or Surface USB-C Travel Hub | Surface Support

 

USB HUB

Hi,

Incompatible USB hub driver is one of the possible reasons why this issue is happening. We recommend uninstalling the USB Root Hub driver and see if it helps. Follow the stepes below:

• Open Device Manager.
  
• Double-click Universal Serial Bus controllers to expand.
  
• Right-click USB Root Hub, then click Properties.
  
• Go to the Driver tab.
  
• Click Uninstall.
  
• Restart your computer.
  

Note: Restarting your computer will automatically reinstall a generic driver for your computer. Also, we suggest connecting your USB hub while performing the steps.

If the issue still persists, let's disable the USB selective suspend settings thru Power Options to resolve the issue. Follow the steps below:

• Type Power Options in the search box, then press Enter.
• Locate USB settings > USB selective suspend settings.
• Select Disable.

Keep us in the loop with the result.

 

Lenovo USB-C 3.0 Hub with Realtek GB Ethernet. Code 45, “the hardware device is not connected tothe computer.”

Hi,

Thank you for writing to Microsoft Community Forums.

I understand how it can be when the devices and drivers does not work. This error occurs if a device that was previously connected to the computer is no longer connected.

• What is the current version of Windows 10 running on your computer?
  

• Could you please try using the Lenovo USB-C 3.0 Hub on a different computer and check if you are able to use it?
  

• Please try connecting the Lenovo USB-C 3.0 Hub to a different port on the computer and check with the result.
  

• As you had mentioned that, you have removed and reinstalled drivers. Did you delete the driver package completely?
  
• Was there any updates installed or changes on the computer?
  

If you have not checked the box and deleted the driver package completely, please follow these steps to delete the driver package completely from the computer.

1. Press and hold the Windows + X key on the keyboard.
   
2. Select Device manager.
   
3. In Device manager, expand Network adaptors.
   
4. Right click on Realtek USB GbE Family Controller
   and select uninstall.
   
5. You will receive a prompt; make sure you check the box for
   Delete the driver software.
   
6. After uninstalling the driver, re-install the driver and check with the issue.
   

Hope it helps.

Regards,

Noor Azam S

Microsoft Community - Moderator