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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Answer accepted by question author

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

2018-08-03T23:50:18+00:00
You should unplug the power cord after doing a shutdown and before doing the "hard restart":
1. Do a shutdown and then unplug the power cord.
2. Do a hard restart by pressing down both the volume up button and the power button down for 30 seconds (more than 20 may work, but I held them both down for 30). (Hint: Press and hold the volume up button down before pressing down and holding the power button.)
3. If the UEFI interface is displayed, just exit and let the system restart.
4. Plug-in the power cord when desired.
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Anonymous

2018-08-03T22:32:28+00:00

Thank you Philip,

One question - do you reattach the power to the base unit before rebooting, or after?

I assumed that it would be best to reattach the power cable while it is off, so that when it restarts it will have full power available to power the graphics card.

Thank you for posting this. It worked for me once before, some time ago.

I'll also throw this in for what it is worth.

I've been through this a couple of times, including getting a refurbished unit sent to me before I found this solution.

My recent success story included a strange factoid.

At some point, my Surface Book 2 assumed I wanted to detach the monitor and was complaining that I needed to turn off Steam in order to do that. I could NOT get the message to go away, nor could I detach my monitor. But, during that entire time, I never lost my Nvidia GPU.

Today I noticed something wrong and sure enough, the Microsoft Surface Book 2 had lost the Nvidia GPU. And all of the warnings about detaching the monitor were gone too. So there appeared to be some correlation between the machine THINKING that it could not detach the monitor because something was running that needed to be turned off first.

I only offer this to try and help anyone who is trying to figure this out (not Microsoft apparently) with as many details and facts as possible. I'm off now to see if your trick worked or not, or if I have a crippled laptop again.

I am so disappointed in Microsoft and the way they are handling this...

-TS
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Anonymous

2018-08-03T17:31:46+00:00

Considering how long the problem has been around, Microsoft does seem to adding insult to injury.

What surpruses me, is that MS does not acknowledge any problem in the matter. Neither the technical problem nor the - in my eyes far greater one - of reputation.

Customer problems should always - always - be taken seriously. If one does not, one runs the risk of not having customer problems for lack of customers.
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