Surface Book 2 GPU Driver disappears randomly after May 2019 update

Anonymous
2019-05-26T20:23:51+00:00

Hi, just recently installed the Windows 10 May update on my Surface Book 2. Now the GPU disappears randomly while in use. The only solution is to reboot the Surface Book 2, or go into the device manager and initiate a scan for the GPU to come back again. It has Nvidia Gforce GTX 1050 version 23.21.13.9140

Are there any plans for Microsoft to release an updated driver to fix this bug?

Surface | Surface Book | Display and screen

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Anonymous
2019-07-12T22:43:37+00:00

Thank you for reporting the issue. A fix is available through Windows Update.

For more information, please visit our Surface Book 2 Update History page.

Eddy

updated: 10/11/2019

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Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
2019-10-11T16:52:35+00:00

There are some updates that were pushed to PRODUCTION today https://support.microsoft.com/en-us/help/4055398/surface-book-2-update-history You do NOT need to join Insiders to get these.

October 2019 updates

The following updates are available for all Surface Book 2 devices running Windows 10 April 2018 Update, version 1803 or greater:

Windows Update History Name Device Manager Name
Surface – System – 1.75.139.0 Surface Base 2 Firmware Update – Firmware<br><br><ul><br><li><span><span><span><span><span>1.75.139.0 <span>improves battery stability.</span></span></span></span></span></span></li></ul>
Surface – Firmware – 182.1004.139.0 Surface System Aggregator – Firmware<br><br><ul><br><li><span><span><span>182.1004.139.0 resolves an issue where the CPU will throttle down to .4GHz, and <span>improves battery stability.</span></span></span></span></li></ul>
Surface – Firmware – 389.2837.768.0 Surface UEFI – Firmware<br><br><ul><br><li><span>389.2837.768.0 resolves an issue where the display adapter disappears from Device Manager.</span></li></ul>

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  1. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2019-10-08T14:58:20+00:00

    there is a firmware fix that has just been released

    can you please post a screen shot from settings, updates, update history
    showing this firmware update so that we can see the details of the version
    number, etc.?

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  2. Anonymous
    2019-10-08T14:55:14+00:00

    Hello i do want to share everyone's feeling of your SB2 not working, i love the device and depend heavily on it,  i am a Architectural 3D Designer so i now the frustration, even considered moving away from the Surface line of products.

    But to answer everyone's question there is a firmware fix that has just been released and fixes the problem, and 1909 works just fine with the SB2, so my SB2 is finally working with no issues. I stressed tested the system,  ran Photoshop, AutoCAD, 3Dsmax, Chrome with several tabs open plugged into my 36inch Ulrrawide Samsung monitor running at its highest resolution and it ran flawlessly.

    You can get the download by doing the following.

    Below is the link, go down to Eddy Atindas post he is a Microsoft Moderator and there are the instructions on how to get the firmware update. Hope this is helpful.

    https://answers.microsoft.com/en-us/surface/forum/all/surface-book-2-gpu-driver-disappears-randomly/57233544-e262-45bb-a6a6-0d04197b7498?auth=1

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  3. Anonymous
    2019-10-08T14:29:15+00:00

    Unless we contact MS via phone, not here, they will not answer our question. “Eddy” finally commented but look at the last time he showed up... It’ll be a miracle if “Eddy” replies.

    In addition, I am even surprised that “Eddy” as a MS staff representative did not even apologize to us. This is how MS is, I guess. I am not sure why MS even created “Community” site, if we do not receive a good support or answers.

    Here is my story on SB2 and its GUP problem.

    I had this GPU problem in Japan just like everybody else here. I contacted MS Support in Japan. I talked to them for about 1.5 months. MS told me that MS HQ is working on it but unsure when MS will release a new update to solve this problem.

    I was very unhappy with their answer because we all have been waiting for it for A FEW MONTHS and we all paid so much for SB2! So, I told them that this is so unacceptable and ask them to change my SB2 to a new one or return the money back at least because it just takes a few days to clean install everything again. It is just so stressful and troublesome… I just did not want to deal with my old SB2 anymore basically. But they kept repeating that they cannot comply with my requests because my SB2 is out of warranty.

    I understand fully that my SB2 was out of warranty but… I mean, MS distributed a WRONG update and basically BROKE my SB2, not me. This is NOT about a warranty issue anymore.

    After 1.5 months of argument, last month, MS Japan extended my warranty 100 days more. So that, in this case, MS could change my SB2 to a new one. So now, I got a new SB2 and it has now version 1803 and GPU works fine.

    I am not planning to upgrade to 1909 unless MS confirms 1909 has no problem with GPU. I mean, we now all know that MS does not even test their updates with their own products before distributing it to users. We all are not very sure what “quality testing” they go through…

    I hope someone tests 1909 soon and share & report us a few times how 1909 is…

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