Ethernet connection keeps dropping on my Surface Book 3

Hello Jim E. Morrison,

Thanks for reaching Microsoft Community. We're sorry to hear about this ethernet connection problem on your device. Definitely not the experience we want you to have though.

May I know what version of Windows your device has?

Does this issue happen after an update?

Does this issue also happen when you're only using the Dock 2?

In the meantime, for us to isolate this issue, you might want to try these methods and observe your device:

Run the Surface Diagnostic Toolkit

• In the search box on the taskbar, type Surface Diagnostic Toolkit, then select it in the list of results.
  If it's not already installed, you can download it from the Microsoft Store.
• Follow the on-screen instructions in the Surface Diagnostic Toolkit.

Update Windows. Ensure all pending updates are installed.

• Select Check for Windows updates. Or select Start > Settings > Windows Update.

Manually install drivers and firmware for Surface

• Check what is the current OS Build of your Windows version by typing winveron the search barnear the Windows logo.
• Go to Download driver and firmware for Surface**,**choose (your Surface model) then click Download.
  Choose the .msi file closest to your current OS Build and click Next.
  After downloading, run and install the .msi then Restart.

Take note that devices connected to Dock 2 and using ethernet cable should ensure Surface Net component in device manager is up to date; with version 10.13 or higher.

Follow the following instructions to update Surface Net manually:

1. Open Device Manager, Press Windows key + X and select Device Manager.
2. Locate Surface Net component under Network Adapters.
3. Select Properties > advance to Driver tab and confirm if driver is 10.13.. or higher
4. If version is not 10.13 or higher version, in the same tab click Update Driver.
5. Then select ‘Search automatically for drivers’ and follow on-screen prompts.

Otherwise, try running these network commands to manually reset the TCP/IP stack, release and renew the IP address, and flush and reset the DNS client resolver cache:

Select Search on the taskbar, type Command prompt. The Command Prompt button will appear. To the right of it, select Run as administrator> Yes.

At the command prompt, run the following commands in the listed order, and then check to see if that fixes your connection problem:

• Type netsh winsock reset and selectEnter.
• Type netsh int ip reset and select Enter.
• Type ipconfig /release and select Enter.
• Type ipconfig /renew and select Enter.
• Type ipconfig /flushdns and select Enter.

I hope this helps. Feel free to respond on this thread to let us know how it goes.

Kind regards,

StevenK

thanks for your fast reply!

Answering your questions:

May I know what version of Windows your device has? Windows 11

Does this issue happen after an update? not sure, could be

Does this issue also happen when you're only using the Dock 2? Yes, that is the main issue

proposed methods:

Run the Surface Diagnostic Toolkit > done already, nothing changed

Update Windows. Ensure all pending updates are installed **** > done already, nothing changed

Manually install drivers and firmware for Surface > done already, nothing changed

Locate Surface Net component under Network Adapters > I don't have an entry named "Surface Net" but Surface Ethernet Adapter. Is that what you mean?

I ran the CMD commands already and reboot the machine directly after. Nothing changes

See this thread Windows 11 - Surface Dock ethernet issues - will not stay connected - Microsoft Community - there are others reporting issues with Realtek drivers.

ok, I read through it. So, I hope I understand correctly, but 2 things to do:

1. Turn off "QoS Packet Scheduler"
2. Download driver here: Realtek USB FE / GBE / 2.5G / Gaming Ethernet Family Controller Software - REALTEK

Correct?

See this thread Windows 11 - Surface Dock ethernet issues - will not stay connected - Microsoft Community - there are others reporting issues with Realtek drivers.

ok, I read through it. So, I hope I understand correctly, but 2 things to do:

1. Turn off "QoS Packet Scheduler"
2. Download driver here: Realtek USB FE / GBE / 2.5G / Gaming Ethernet Family Controller Software - REALTEK

Correct?

oh, I see; QoS can be on. I was able to roll back to 10.49.20.1102

So far so good!