GPU not detected in Surface Book 2

Anonymous

Hello MS support,

I bought surface book 2, 256 GB, NVIDIA GeForce 1050, 2GB model in November, 2017 and it worked pretty well until recently. I don't know why it stopped detecting the GPU. It's not showing up in the display adapters. I tried detaching and attaching the screen it gets detected for a moment and goes off again. I tried one solution offered in the Microsoft page to uninstall the driver (checking the delete software ) and restart the PC but with no luck.

Is it a hardware problem or a frequent software problem ? I will be really glad if you can provide me a solution to this.

Thanks,

Rajeev

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Anonymous

Hi Robert_at_lane,

I had the same problem as you the last days and I also tried the different solutions posted here in the community I nearly gave up but today I tried it the last time on a different way and it seems like it is working now. Graphics card is still there and isn't switching off anymore even if I use programs which need a lot of performance, also waking up is working super fast again without any problem and the power button is working as well. (I guess there is some issue with the power management because when my power supply was plugged in the power button and the startup worked, unplugged I could press what I wanted, only the detach button was waking up the device and the Nvidia cards always disappeared after a short time except when I was using Rhino3D plugged in with best performance)

Maybe my solution helps you as well....

Make sure that all windows updates are made and the latest firmware is installed, also the latest Nvidia driver (397.64)
Put the power settings to best performance (plugged in and in battery mode)
Open the device manager and keep it open
Unplug your SB2
Detach the tablet and wait for ~10-15sec until the system updated the connected devices (the device manager should flicker once or twice until it stops, maybe there is a sound as well)
Reattach and wait until the Nvidia card pops up in the device manager
Quickly make a normal shutdown as long as the card is still visible in the device manager
When the device is off, do a hard reset by pressing the volume up button and the power button for at least 20 seconds (Press and hold the volume up button before pressing and holding the power button)
The UEFI interface might appear, just exit and let the system restart.

These steps seemed to work in my case...I hope they help you as well...if there are any changes during the further use of my SB2 I will inform you.

Best regards.

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Anonymous

Thank you for your feedback. We have completed our investigation and have published a set of drivers and system updates which includes a fix for this issue. This is now available in Windows Update.

We recommend that you install the latest updates to keep your Surface performing its best. You can get updates now by checking Settings > Update & Security > Windows Update.

Update 8/1/2018: New drivers are available for Surface Book 2 15” PixelSense™ Display with NVIDIA® GeForce® GTX 1060
Update 11/28/201 8: New drivers are available for Surface Book 2 13.5” PixelSense™ Display with NVIDIA® GeForce® GTX 1050

You can find the details of the latest update on our Surface Book 2 update history page.

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495 additional answers

Anonymous

2018-04-06T00:10:30+00:00

I just did as you requested above. Thank you for the tip. As a follow up doing a "Fresh Restart" that windows does supply instructions for did help me to fix this issue. I have a 13 inch Surface Book 2 with all the upgrades and the GTX 1050 GPU. I highly recommend trying a "Fresh Restart" by following the instructions at this site windows site:

Microsoft Supplied Instructions:

https://support.microsoft.com/en-us/help/4036280/surface-force-a-shut-down-and-restart-your-surface

Customer Steps are included below that talks about the setting screen that pops up in the notes below. I just exited this setting screen and then everything restarted and was fine.

https://answers.microsoft.com/en-us/surface/forum/surfbook-surfrepair/how-to-force-a-restart-of-the-surface-book/a2838d44-1c31-42e4-a20c-95d967443dae

1. Hold the Power button for 30 seconds and then,

2. continuing to hold down power, press the volume up side of the volume button for 15 seconds.

During this procedure, about 10 seconds into step 2, the screen changed, the "SURFACE" screen appeared and soon we got back to a screen that was responsive; apparently a setting screen showing system information. Exiting this screen was successful and the computer apparently rebooted.

I tried to "fresh restart" it and it worked! I haven't had GPU disconnection for a day of use! It even solved a side issue that typing Chinese characters in Microsoft Edge is painfully slow.

Highly recommend everyone try this method see if it helps. Be noted: Microsoft's official force restart doesn't work at all. Use customer supplied restart instruction
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Anonymous

2018-03-27T18:53:59+00:00

Tried the Nvidia driver 391.35 released today, 3/27/2018. Still no fix. GPU drops off Device Manager after a few minutes.
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Anonymous

2018-03-25T19:10:27+00:00

This did not help me and I am having the same problem. I have recently noticed this issue within the last few weeks. I have not been able to get the card to stay on the device manager or being used. I can actually tell when I load up a game and its very slow, so the first thing I do now is check the device manager and it's not there. I have to either did-attach the top from the bottom several times or including maybe some restarts a few times to eventually get on there. Then I leave it up so I can see if it drops off. So far I have not personally witnessed it fall off the display manager list directly during the game play or not. Only, when I boot the PC or come back after it has been asleep its it not there anymore.

Please we need an update on this. I too also used Mac often and this is not what I had hoped fore after years of not using Microsoft. I have already spent hours on support on another issue that was left unresolved. I paid for 3rd party support that did find a work around but that still was not 100%. So I rebuilt the whole install of Windows 10 just after getting the device. Now this? I am seriously regretting spending $3200 on this laptop. Not to mention the "DOC" that will not keep the laptop charged under "Best Performance" mode in the battery settings. You need to resolve this soon. I am outside my return window on this device under normal circumstances but if you are not able to deliver a product that cant deliver on its designed and marketed purposes. Thats fraud if bluntly ignored. We need a new "DOC" NOW and this issue resolved for good with a more stable system. This is actually making me reinforce my decision to leave windows years ago. This is your answerer to the MacBook Pro? If Apple builds a more powerful system then there is no comparison is my opinion in the quality of software and support received. No comparison at all. Honestly the level of poor support I have received and for me to be forced to go to 3rd party to find a work around on a brand new device less than 1 week old... is just not excusable and you should be ashamed. I was stuck on with support an entire night of no sleep then to have to work all day. I just cant say anymore I am still mad a month later now dealing with this just makes this whole device a giant waste of money to me.
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