Surface Book 2 GPU Driver disappears randomly after May 2019 update

I did not have such an issue when I first got the SB2. Now the Nvidia GPU frequently dissapears. The SB2 can just be sitting on my desk not being touched, I hear the disconnect audio, look and the Nvidia GPU is gone. This was not an issue on 1703/1709. I do not know exactly when it became an issue but I think it was introduced around the time of 1803/1809 updates and when I loaded the latest SB2 driver/firmware package. It became so frequent that I did a fresh install of windows. That did not help so I got a replacement SB2 because I thought the connection/hinge was faulty. It happens all of the time now. Since I see it happening while the SB2 is not being touched, that to me rules out hardware/hinge issue and instead something software-wise is causing the issue. I can search for hardware changes in Device Manager and it usually reconnects. Damn it Microsoft.

Hi mysteryyy,

Thanks for bringing this up to Surface Community. We greatly appreciate your efforts in trying to fix the NVIDIA on your Surface book 2. We apologized for the inconvenience that you need to proceed on an exchanged on this matter. This is actually a known issue on the Surface book 2 but already provided a resolution through updates.

Just to further isolate the issue, we do have some few questions and recommendations that you can use aside from the steps that you already did.

What is the current OS version and the OS build of your Surface book 2?

(You can check the build by going to Cortana search box> Typed there “Winver”> Press Enter.)

Recommendation/Steps:

• Please make sure that you have the latest updates. (Windows settings> Update and Security> Check for updates)
• Please try to go to the Device Manager and check if currently you have the NVIDIA Driver. If yes, try to uninstall it and perform Restart then observed.
• Detach the keyboard of the Surface book 2 then connect it again. Then Try to check if the NVIDIA shows up. Kindly Observed it if still frequently disappear.

If this steps and recommendations won’t help. I highly suggest to proceed on doing a **RecoveryImage**on your Surface device.

Please keep posting and let us know if this recommendations help.

Regards,

Edd

Thanks but I have done about 40 hours of troubleshooting on the Surface Book 2 in the past month. I even installed Windows 1903 and the new SB2 driver/firmware package a few days ago, hopeful Microsoft wouldve fixed the issue in recent updates. Unfortunately its still happening.

Hello,

Thank you for responding to the thread. Please contactsupport so they can check any hardware issue on the surface device. The issue might have been resolved by the troubleshooting steps that you have done specially you were able do the USB recovery.

Sincerely, 

Gen 

Microsoft | Community Team

PS. I did try the "hard" reboot. Got a new BSOD upon reboot

Stop code: Video_TDR_Failure

What failed: nvlddmkm.sys

Couldve been the surface dock that had something to do with that but who knows.

I did not have such an issue when I first got the SB2. Now the Nvidia GPU frequently dissapears. The SB2 can just be sitting on my desk not being touched, I hear the disconnect audio, look and the Nvidia GPU is gone. This was not an issue on 1703/1709. I do not know exactly when it became an issue but I think it was introduced around the time of 1803/1809 updates and when I loaded the latest SB2 driver/firmware package. It became so frequent that I did a fresh install of windows. That did not help so I got a replacement SB2 because I thought the connection/hinge was faulty. It happens all of the time now. Since I see it happening while the SB2 is not being touched, that to me rules out hardware/hinge issue and instead something software-wise is causing the issue. I can search for hardware changes in Device Manager and it usually reconnects. Damn it Microsoft.