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

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

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

2018-08-03T16:57:55+00:00

I'm on my second replacement - same problem. You can get as many refurbs as you want, they all do the same thing. I've spoken with people who are on their third and fourth SB2.

This is beyond an annoying problem and worst of all is how MS is handling it. I'd love to talk with a lawyer about being the leader of a class action suit. Not because I am sue-happy and not because I'm greedy, but because Microsoft doesn't seem to CARE about fixing it or making it right.

I'd MUCH RATHER just have them acknowledge the problem, say they are sorry and work on a fair fix.

If it weren't for this rather critical problem, the Surface Book 2 would be an amazing and outstanding piece of kit. But there is some fatal flaw in the design or software that causes me to spend an awful lot of time trying to get my computer to be usable for the reasons I purchased it.

Come on Microsoft - step up. Tell us what you know, tell us if there is a fix, and make things right if there isn't.

If I have to spend $2-$3k to get a decent computer to do what this one is supposed to do, I'm not going down without a fight. It just isn't right. It simply isn't right...
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Anonymous

2018-08-02T12:55:01+00:00
Have you tried the "hard restart" method to recognize the Nvidia card?

If not, the following "hard restart" procedure has worked for many (including myself) in this forum:
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.
If this procedure doesn't work, try the second solution (by Philip_Aaron) marked as an answer above.

Please let us know whether or not one of these procedures worked.

Regards.
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Anonymous

2018-08-02T06:02:25+00:00

Anyone else ever get a message like this trying to play a game on their Surface Book 2?

What is this??????????????????AAAAHHHHH!!!!!!This happened 5 seconds into running a 3 year old game I had just paid to download from the Windows Store Call of Duty: Modern Warfare Remastered and was trying out my newly purchased Surface Book 2 15" with the non-existent NVIDIA graphics card so I guess this happened from it trying to run on the integrated intel graphics card I'm not sure but it definitely wasn't running on the NVIDIA card as it wasn't even there in the performance section of task manager. So if I can't even play a simple game and this FATAL ERROR worries me as it now sounds like actual hardware problem on a brand new Surface Book 2 I paid the most I've ever paid for a computer and it's stuff like this one after another since buying it. The close this program before detaching mystery is ridiculous but a different topic.
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