System Firmware Update - 12/10/13 fails to install

Anonymous

Got the updates on todays patch Tuesday, but the firmware update failed to load. Rechecking for an update does not give the opportunity to try and reinstall.

Anyone else having this problem? I do notice that my telemetry driver is now loaded. so not sure what is going on here.

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous

Josh,

We are working through the holidays to deliver a fix for the small number of customers that have experience decreased battery life and booting/sleeping problems as a result of the December update. We took the update down to prevent additional customers from ending up in this state. All hardware failures, none of which are known to be caused by the December update, are being handled promptly through our warranty exchange policy.

The UEFI firmware that we released in the December update prevents some devices from entering sleep mode (and other low power states) properly during periods of inactivity. In order to release an updated version of the UEFI firmware we need to test the new version with the other drivers in the set to make sure we are not releasing yet another unknown state to customer machines. We certainly feel your pain and assure you that we are doing everything possible to make this right, as quickly as we can.

Thank you,

Tim

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Anonymous

Greetings all,

We understand that the February Firmware Update has fixed the Battery gauge issue and the Firmware showing as failed. However we can see that there are some customers who are still experiencing issues with their Surface Pro 2 going into Sleep mode and Hibernate.

So we can better track those particular issues, we have decided to close this thread off. We encourage you to create a thread related to your Surface Pro 2 not going to sleep or not going into Hibernate. Please give as much detail as possible to your scenario.

We understand that the February Firmware update did not resolve the issue with waking from Sleep or Hibernate, as it was not intended to fix that particular issue. We are continuing to work to deliver a high quality solution. More updates will become available as this effort progresses.

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Anonymous

The February update has resolved all issues for me. The firmware installed with no issues. Prior to this, I had all sorts of problems with the December firmware. Sleep and hibernate issues were rampant. The January update helped a bit, but the battery meter was always getting off calibration.

With the February update, all issues have been resolved and my Surface 2 128gb is working as it was prior to the December updates. Very solid and all is back to normal.

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997 additional answers

Anonymous

2014-01-10T16:01:39+00:00

I shipped my sp2 back at the beginning of the week. I went online to check the status of the order and all it says 4 days later is "received". After four attempts at chat I was finally able to chat with a support person (outside the U.S. and was told that it takes 5-7 days to process my order and another 5-7 days to ship it back FedEx ground. Really? Your service facility is in Texas, not overseas like your call centers.

Microsoft screws up our machines, can't be bothered to update their service orders to at least show they are processing the order and then will send it back to me via the slowest method. Funny they sent me an overnight label to send it back. Apparently it is not a priority to get a replacement machine back to me, after all they have my money from the purchase so I am not a priority.

I then tried to call tech support to talk to someone. All of the calls are routed to either India or the Philippines. Each time I asked the call center person to provide me with a customer support number in the U.S. and each time they either routed to another oversea calls center or gave me the same phone number each time telling me they had no U.S. number. Again. Really? A U.S. based company has zero support staff in the U.S.

Microsoft's service and support is abysmal and they obviously do not care about their customers. If they did they would update their support status regularly, provide customer support that was responsive (and understandable) and get affected purchasers their replacements via overnight delivery.

Hey, at least they didn't hang up on you. When I asked if this was a U.S. center (and I knew the answer) they hung up.
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Anonymous

2014-01-10T15:41:24+00:00

I shipped my sp2 back at the beginning of the week. I went online to check the status of the order and all it says 4 days later is "received". After four attempts at chat I was finally able to chat with a support person (outside the U.S. and was told that it takes 5-7 days to process my order and another 5-7 days to ship it back FedEx ground. Really? Your service facility is in Texas, not overseas like your call centers.

Microsoft screws up our machines, can't be bothered to update their service orders to at least show they are processing the order and then will send it back to me via the slowest method. Funny they sent me an overnight label to send it back. Apparently it is not a priority to get a replacement machine back to me, after all they have my money from the purchase so I am not a priority.

I then tried to call tech support to talk to someone. All of the calls are routed to either India or the Philippines. Each time I asked the call center person to provide me with a customer support number in the U.S. and each time they either routed to another oversea calls center or gave me the same phone number each time telling me they had no U.S. number. Again. Really? A U.S. based company has zero support staff in the U.S.

Microsoft's service and support is abysmal and they obviously do not care about their customers. If they did they would update their support status regularly, provide customer support that was responsive (and understandable) and get affected purchasers their replacements via overnight delivery.
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