GPU not detected in Surface Book 2

Anonymous
2018-01-26T04:42:59+00:00

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

Surface | Surface Book | Install and update

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Anonymous
2018-05-21T18:09:16+00:00

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....

  1. Make sure that all windows updates are made and the latest firmware is installed, also the latest Nvidia driver (397.64)
  2. Put the power settings to best performance (plugged in and in battery mode)
  3. Open the device manager and keep it open
  4. Unplug your SB2
  5. 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)
  6. Reattach and wait until the Nvidia card pops up in the device manager
  7. Quickly make a normal shutdown as long as the card is still visible in the device manager
  8. 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)
  9. 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
2018-03-19T23:28:32+00:00

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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  1. Anonymous
    2018-02-11T18:42:46+00:00

    Same problem here on a SB2 15'' with the 1060,

    It seems like it's the same issue as https://answers.microsoft.com/en-us/surface/forum/surfbook2-surfperf/surface-book-2/c55fb901-ffe1-4198-b397-c8986bee2498 and https://www.reddit.com/r/Surface/comments/7vnwx3/surface_book_2_major_graphics_card_problems/

    I got the laptop replaced at my local Microsoft store two days ago. Unfortunately less than 48h later I had another BSOD about nvlddmkm.sys. Same message as the one I was constantly having before replacing my sb2.

    Here's a list of what I've experienced so far on the previous unit.

    • Surface Detach : Detached while the screen is obviously attached to the base
    • Surface Detach : Hardware failure
    • Nvidia Control Panel disappearing in the desktop context menu
    • dGpu disappearing from the device manager
    • dGpu re-appearing after detaching/re-attaching until next reboot, sleep or BSOD
    • BSOD SYSTEM_THREAD_EXCEPTION_NOT_HANDLED nvlddmkm.sys, usually after re-attaching and having the dGpu magically reappear.This would happen most of the time while using the dGpu but also randomly
    • "Error : Dtx failed to enumerate DGpu" for the SurfaceDtxService in the Event Viewer, usually followed by a "Critical. The system has rebooted without cleanly shutting down first"

    I only experienced the two last one since I received the new unit, but it similar enough to think that it's the same issue.

    And here what I've tried so far on my previous machine without success.

    • Restore point
    • Installing all available update and new firmware
    • Uninstalling recent updates including the security spectre/meltdown one that seem to have cause problem to a lot of users
    • Uninstalling Nvidia drivers with and without DDU
    • Power / Volume button reboot
    • Hard reset / Reinstalling windows
    • Brand new unit

    The fact that most other threads talks about this as a recent problem (after months of working properly) makes me hope of a software issue instead of an hardware defect.

    This is my third SB2 and I would love to not have to get it replaced one more time (the first one had an unrelated issue).

    (Edit: Updated links)

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  2. Anonymous
    2018-02-09T18:21:50+00:00

    Bump,  any info on this firmware update?

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  3. Anonymous
    2018-02-05T00:29:48+00:00

    They had me download the latest firmware update from:

    https://www.microsoft.com/en-us/download/details.aspx?id=56261

    and then reboot twice.

    I then used the dock updater tool from:

    https://www.microsoft.com/en-us/download/details.aspx?id=46703

    which was a bit involved as it has you disconnect/reconnect the dock several times.

    Fixed the problem for me.

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