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

Anonymous
2013-12-10T19:14:53+00:00

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.

Surface | Surface Pro | Install and update

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
2013-12-19T06:53:02+00:00

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
2014-02-15T00:49:31+00:00

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
2014-02-13T22:35:08+00:00

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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  1. Anonymous
    2014-01-10T21:12:54+00:00

    ......Microsoft's service and support is abysmal and they obviously do not care about their customers.........

    I've never had anything but satisfactory customer experiences with Microsoft both on the phone and in WIndows Stores.  Haven't had to return anything and the customer reps I've spoken to haven't always had all the answers but I found them knowledgeable, going out of their way to be helpful, and always very courteous and patient with me even if I was upset about something.  I mainly called them about power issues with my Surface RT tablet such as unexpected battery discharges while in Connected Standby mode and used the toll-free number that used to be given in the This Computer Properties window (seems to have disappeared in Windows RT v8.1!!  On the calls using that number, I always seemed to get a U.S.A. rep (and I'm calling from the U.S.) and all the reps I  spoke with had a very detailed knowledge of the Surface RT hardware and software properties.  So maybe service quality changes with the times or the device but I was impressed how much support I got for the Surface RT device.

    Same with me... MS support has always provided the best insight to problem resolutions with absolute grace. However, this is the season of MS playing zero announcements. Both the botched firmware and CPU upgrade. Open Google and type in "Surface Pro 2 Firmware" and tons of news (no pun) regarding MS yanking, pulling, jerking, etc... firmware and how the fixes are or aren't coming. 99% of these news information actually come from this Forum. There were a few writers however who did follow up and managed to contact Microsoft regarding the issue which made up the 1% of the real updated news.

    I think you probably have the right of it.  There is no denying a problem exists. But one must remember the reality of coming to a community support location. You will only receive other users feedback, and, filtered 'official' information. People do not come here for tea. They come with problems. Many/most problems are extremely valid. But I draw a line, or try to draw a line saying Microsoft support is horrible.  Compared to what or who else? If Microsoft support is horrible, then all support is horrible. If you Google this support and see this forum, Bing Google support and see the same type results.

    We are quick to proclaim Microsoft stupid. We all know this to be true. Just like apple with their ipad/iphonr/ipod problems. Just like Samsung with their exploding Galaxy issues..  Just like Asus, Lenovo, Sony... you complete the list.

    I too have the SP2 that has been compromised by not only the last update, but the last 3.  But I have had the Samsung, Asus and apple, oh and moto's tablets, and had similar issues.  There have always been some workarounds and some failures. I stay with Surfaces because the problems are minimum in comparison.

    If your tab is overheating, send it back. If your tab needs a software/firmware update, then sending it back may not fix the issue.  But whatever you choose to do, don't make the choice based on the stupidity of Microsoft. You can't win there.

    For the record, I do not think we'll see a fix next week. If it was a simple fix, it would be done already. I believe this issue is bigger than Microsoft originally thought. It might be a couple more weeks to resolution.

    Like I said before. I have an impacted sp2. I hope to see a fix soon. But there is no other tablet out there that gives me any greater confidence than the Surface's line. So I bide my time and wait...

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  2. Anonymous
    2014-01-10T20:40:46+00:00

    ......Microsoft's service and support is abysmal and they obviously do not care about their customers.........

    I've never had anything but satisfactory customer experiences with Microsoft both on the phone and in WIndows Stores.  Haven't had to return anything and the customer reps I've spoken to haven't always had all the answers but I found them knowledgeable, going out of their way to be helpful, and always very courteous and patient with me even if I was upset about something.  I mainly called them about power issues with my Surface RT tablet such as unexpected battery discharges while in Connected Standby mode and used the toll-free number that used to be given in the This Computer Properties window (seems to have disappeared in Windows RT v8.1!!  On the calls using that number, I always seemed to get a U.S.A. rep (and I'm calling from the U.S.) and all the reps I  spoke with had a very detailed knowledge of the Surface RT hardware and software properties.  So maybe service quality changes with the times or the device but I was impressed how much support I got for the Surface RT device.

    Same with me... MS support has always provided the best insight to problem resolutions with absolute grace. However, this is the season of MS playing zero announcements. Both the botched firmware and CPU upgrade. Open Google and type in "Surface Pro 2 Firmware" and tons of news (no pun) regarding MS yanking, pulling, jerking, etc... firmware and how the fixes are or aren't coming. 99% of these news information actually come from this Forum. There were a few writers however who did follow up and managed to contact Microsoft regarding the issue which made up the 1% of the real updated news.

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