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

2014-02-07T03:15:25+00:00

Decided to factory reset my SP2 again today for the 2nd time. The 1st time was back in Dec after the failed update. Jan firmware seemed to fix the sleep issue for me. But like others here the battery gauge is still inaccurate. I don't even see values for the mWh in /batteryreport.

Anyway, it got stuck at finishing installation at 33% on the Surface splash screen for like 2 hours - which I remembered having not taking that long to finish. Pushed the power button once and it was an endless reboot loop after. Called customer support here in Norway and he offered an exchange (albeit with a refurbished unit). He said it was easier to have it exchanged because this has been going on for a while. Which makes me wonder how bad this problem really is, and MS just keeping mum about it.

Will be testing the replacement once I get it and offer my feedback here. Any suggestions what steps to take for those who got replacements and fared well with a new or refurbished slate?

By the way, do any of you have problems with Touch Cover 2 not having sound feedback during typing? I saw on Device Manager > Other devices that there was an audio driver for the cover that just doesn't install successfully. I used online search and the Jan driver pack but it still fails to install.

Surface Pro 2 is a great device when it works the way it should. When it doesn't, it's the most frustrating thing for consumers. Do you hear us Microsoft???

I have 2 Type Cover 2's and I also get no sound feedback on either of my pro 2,s a 512 and a 256 version-- is this normal?

Jack
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Anonymous

2014-02-06T22:28:07+00:00

Decided to factory reset my SP2 again today for the 2nd time. The 1st time was back in Dec after the failed update. Jan firmware seemed to fix the sleep issue for me. But like others here the battery gauge is still inaccurate. I don't even see values for the mWh in /batteryreport.

Anyway, it got stuck at finishing installation at 33% on the Surface splash screen for like 2 hours - which I remembered having not taking that long to finish. Pushed the power button once and it was an endless reboot loop after. Called customer support here in Norway and he offered an exchange (albeit with a refurbished unit). He said it was easier to have it exchanged because this has been going on for a while. Which makes me wonder how bad this problem really is, and MS just keeping mum about it.

Will be testing the replacement once I get it and offer my feedback here. Any suggestions what steps to take for those who got replacements and fared well with a new or refurbished slate?

By the way, do any of you have problems with Touch Cover 2 not having sound feedback during typing? I saw on Device Manager > Other devices that there was an audio driver for the cover that just doesn't install successfully. I used online search and the Jan driver pack but it still fails to install.

Surface Pro 2 is a great device when it works the way it should. When it doesn't, it's the most frustrating thing for consumers. Do you hear us Microsoft???

I received a replacement (refurbished) SP2. It works. It seems to only have about 3 1/2 hours of battery life. [Correction EDIT and UPDATE: The short battery life is only when it is NOT in Airplane Mode. Uploading to Skydrive is really using my battery; in Airplane Mode it shows 7+ hours of battery!]

I have had it for about 3 weeks now. Two days ago, it overheated, the display went black, the fan was running. I tried to shut it down repeatedly. Finally got it to do a forced shutdown by holding the power button down for a long time. Then it finally cooled off. It wouldn't restart for a day. Now it's back up and working fine as if nothing happened. It's scary. I didn't pay $3000 for a SP2 500GB with ALL ACCESSORIES to have this thing not work. I need to contact MSFT about this latest crash... but after waiting 1 hour and 45 minutes to get it replaced the first time. I haven't been in a hurry to camp on the phone again. I have backed up and am keeping my fingers crossed that it keeps working.

BTW, I posted on this forum the Serial Number of the device I returned... so some hapless soul could see what that one was doing if they get it. I do not believe the refurbished are truly fixed yet. I keep watching this forum for the final green-light that MSFT has the firmware fixed. Meanwhile, I keep my auto-update turned to OFF to keep it working in its present condition. When they do figure it out, I'll update.

Also, regarding the Type Cover 2 type clicks sounds... I turned mine "OFF" in Charms>PC and Devices> Typing>Touch Keyboard ... (Play sounds as I type) = OFF
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