Surface Pro 2 - Surface cover telemetry driver / blank screen after putting tablet to sleep

Anonymous
2013-10-23T05:19:56+00:00

Hi, 

I just picked up my Surface Pro 2 256GB today and it ran into problems right after applying the firmware update that seemed to have been released just today on Windows Update.  I confirmed this problem was caused by the firmware update because I restored the tablet and the wireless was working fine and I applied the firmware update and that broke the wireless.

After the update, the Marvell AVASTAR Wireless Composite Device stopped working...meaning, the tablet does not recognize the wireless card.  This is confirmed by going into the Device Manager and seeing 2 unknown devices (one of them was the wireless card, the other unrecognized device I will explain in the next paragraph) When I tried running the update driver function, it tried to reinstall the driver but returned the following error.

Windows encountered a problem installing the driver software for your device

Reinstall the drivers for this device (Code 18)

I had to go the manual route and there were 2 Marvell drivers listed and one Microsoft driver listed for the Marvell card.  The 2 marvell drivers listed had exactly the same name.  However, only choosing and applying the second one worked.  So, the wireless was working again.

The other "unknown device" turned out to be something called "Surface Cover Telemetry".  However, trying the same troubleshooting process for the wireless card did not solve the problem and the devices still remains "unknown" in the device manager.  I just left it and carried on with installing my other software and apps as the tablet and the Type Cover 2 seemed to be functioning properly.

However, when I put the tablet to sleep by closing the Type Cover (while on battery power but charged up to 100%), the screen remained blank even though I opened up the cover again and tried to wake the tablet.  I knew that the tablet was still on but the screen remained blank even after I tried touching it, typing on the keyboard as well as briefly tapping the on/off button.  When I touch the Windows icon on the bottom frame of the tablet, I can feel a slight vibration and that told me that the tablet was on but the screen somehow is totally off.

I decided to do a soft reset of the tablet by holding on the on/off button for more then 10 seconds.  However, the screen only worked properly after many attempts.

My questions are, could it be that this "unknown device" that needs the "Surface Cover Telemetry" driver is causing this blank screen problem?  And if so, where can I download a driver that works?

Thanks.

Surface | Surface Pro | Install and update

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  1. Anonymous
    2013-11-20T08:50:38+00:00

    I also have had the same problem with my Surface Pro 2, I telephoned Microsoft Surface support and sent them as requested screen shots and explanations. That was on Monday Morning19th Nov, they promised to ring me back with a solution. So far have heard nothing from Microsoft, chased them Tuesday , but still no answer.  I personally think they have a problem with their Firmware update and at present not owning up to it. but I wish they would keep their customers advised on progress of their problems.

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  2. Anonymous
    2013-11-19T20:15:32+00:00

    I'm in the same boat with the Unknown Device problem although that is the only issue I am experiencing after resetting the SP2. Honestly, after dropping $1,500 I'm not that inclined to jump through all the hoops mentioned as resolutions... wouldn't that kind of money buy me a working device? MS has a little more time until my return time limit expires, if no fix is pushed than rest assured that my SP2 will be returned with all the over priced accessories. I really enjoy the Surface but not at this cost - this problem is an experience killer. Although I was happy to see that 8.1 brought usable Miracast. As they say, the ball is in your court MS.

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  3. Anonymous
    2013-11-19T19:59:42+00:00

    That is not the only problem I'm having with my Surface Pro 2. There is also the problem with the random reboots waking up from sleep. I don't know if this is related to the 'unknown device'. If this is a hardware issue then I want Microsoft to tell us that and  give us a new device. Its not happening with all devices so maybe there is a bad batch. But now I'm stuck with a machine that I cannot trust because I can loose my work when it goes into sleep!?

    I hope I can still get my money back from Best Buy or else they can send it back to Microsoft and let them give me a new device which hopefully doesn't have a issue. But from now on I'm going to send all devices back that are giving me a issue. I'm sick of this, I love the device, but I want a machine that just works as it should be, I paid a lot of money for it.

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  4. Anonymous
    2013-11-19T18:10:04+00:00

    You're welcome.

    I guess we just saved MS hundreds or thousands of device returns.

    I'm glad you have resolution.   But, why do you think everyone does not have this problem?  I've factory Reset.  I've not seen this issue.  I've done it a couple of times...never an unknown device.  I've seen threads with 128g models and 256 models and 512g models.  So, it obviously impacts more than just 1 model.  But why not everyone?   Maybe lots?  Or user issues?  Any thoughts?

    There you have answer for your question:

    http://systemsadminguy.wordpress.com/2013/11/16/how-to-update-surface-pro-2-recovery-image-drivers/

    BTW - I just can imagine that MS QA team didn't catch this problem earlier in any of test cases (if there were any).

     I'm disappointed that MS support is not helpful at all. From what I heard from support representative - they work on tickets ONLY when they are on the phone with Customer. Once call is disconnected - ticket is postponed. It seems like MS helpdesk is only to collect Customer data (phone number, device SN etc.) and send you link to Surface Pro 2 user manual. I can prove this with ticket number.

    Summary:

    Next problem with this $1.3K toy (Sp2 + typing cover 2 + screen protector + protection case) - and I'm returning it to Best Buy.

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