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On my Surface Book 3, external drive does not connect on usb-c but works on Surface Dock...

Anonymous
2024-09-02T20:56:47+00:00

Hello,

I have a Surface Book 3 that I like a lot but I have a persistent problem with the usb-c port.

I have an external drive with usb-c connector.

It is not recognized and the the discret GPU (RTX3000) does not appear in the control panel.

If I connect the drive on the Surface dock attached to my surface book 3, everything works perfectly.

If I detach my surface book 3 from the keyboard, keep 20 seconds detached such that Windows switch between desktop to Tablet, then re-attach it to the keyboard: the gpu RTX3000 appears in the control panel and the drive is recognized on the usb-c.

Unfortunately, if I disconnect the drive...back to the start: if I try to reconnect the drive no drive detected, and if I turn off the SB3: no more GPU...

I have tried everything, used the surface software diagnostic toolkit, changed the parameter in the UEFI, etc...nothing works but detaching the display from the keyboard, or going through the dock. It is not satisfying and I would like to connect the drive to the usb-c directly and that it works.

I would love also to get the GPU detected any time, even if I do not use it on a daily basis.

Thank you for your help.

Surface | Surface Book | USB-C

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  2. Anonymous
    2024-09-03T08:12:17+00:00

    Hi Frederic,

    Welcome to Microsoft Community.

    I'm Hahn and I'm here to help you with your concern.

    It seems like your Surface Book 3 is experiencing an issue where the USB-C port is not properly recognizing your external drive, and the discrete GPU (RTX 3000) also disappears when the drive is not detected. The fact that both the drive and the GPU are recognized after detaching and reattaching the display or when using the Surface Dock indicates a potential issue with the connection between the base and the tablet portion, or possibly with how the system manages the USB-C port and the GPU when attached.

    USB-C ports can handle both power delivery (PD) and data transfer. If your external drive requires a specific PD profile or power level, the Surface Book 3's port might not be providing enough power. On the other hand, the Surface Dock is designed to provide enough power to the connected devices, which can be confirmed by the fact that your external drive works fine.

    Since your device is Surface Book 3 for Business (owned by an organization), see Surface service options for Business and Education.

    Sincerely hope that your question will be dealt with appropriately after contact the correct department. Thank you for your understanding! 

    Your Sincerely

    Hahn. W - MSFT | Microsoft Community Support Specialist

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