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. 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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  2. Anonymous
    2019-10-08T13:51:28+00:00

    I want to know if it is a driver fix or firmware fix. Drivers can be

    uninstalled, firmware can not.

    Business users won't want to join a beta program and many (if not most) home

    users may not understand the risks of testing.

    There is more than one issue with the NVidia GPU and I'd want to know exactly

    which issues are targeted.

    I keep looking for "it's fixed" reports but so far, nada..

    Barb, we know at least some of the problems require an updated GPU driver. I have a feeling some also requires updated Windows 10 code (more so given the fix is available with 1909 and MS is saying spring 2020 to resolve GPU issues). I am not sure about firmware: I dont think this was introduced via bad firmware but whether they use updated firmware to try to correct who knows. This is a complete mess.

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  3. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2019-10-08T13:36:05+00:00

    I want to know if it is a driver fix or firmware fix. Drivers can be
    uninstalled, firmware can not.

    Business users won't want to join a beta program and many (if not most) home
    users may not understand the risks of testing.
    There is more than one issue with the NVidia GPU and I'd want to know exactly
    which issues are targeted.
    I keep looking for "it's fixed" reports but so far, nada..

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