Surface Book 2 won't wake up from sleep. Only by detaching the screen I can wake up.

Anonymous
2018-04-06T07:18:10+00:00

Hello,

My SB2 doesn't wake up from sleep. The only way I can wake it up is by first detaching the screen, then I can press the power button and it will wake up. This takes me about 15secs, which is way too slow for a $2000+ computer.

I have read the 3-step solution Microsoft posted for this problem, and it doesn't help. The hotkeys do not respond (Control+windows+shift+B or 3 taps on up+down volume buttons), the battery is fully charged and I am not going to restart the tablet every single time the computer goes into sleep mode.

What is the solution? Everything else works fine with the surface, I don't want to send back/exchange the surface just for this problem... it seems like some software fix should be enough!

Thanks,

Surface | Surface Book | Power and battery

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  1. Anonymous
    2018-11-19T09:51:03+00:00

    you are correct, same is happening to me

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  2. Anonymous
    2018-11-19T10:14:45+00:00

    I had a session with microsoft support and they fixed my issue by reinstalling all of the drivers.

    To do this they used an application called driver booster.

    https://driver-booster.en.uptodown.com/windows

    Basic version without registering shoudl satisfy your needs. 

    Try updating all of the drivers using this app. And let me know if that helps.

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  3. Anonymous
    2018-11-19T10:16:19+00:00

    Also, if this doesnt help, go in to a remote session with MSFT. The support quality is 5/5. 

    Regards,

    Michał

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  4. Barb Bowman 80,820 Reputation points MVP Volunteer Moderator
    2018-11-19T11:50:37+00:00

    How exactly did you contact Microsoft support? Please provide the URL or phone

    number. It is not normal for Microsoft to use a third party site.

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  5. Anonymous
    2018-11-19T16:54:09+00:00

    oh that was tricky, ive got in touch with windows live support somehow, and they redirected me to another person.

    Since this is a windows s4 issue after all.

    Please install the driver booster. let it update all of the drivers and see if the problem persists.

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