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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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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Answer accepted by question author

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

2018-07-30T01:48:56+00:00
Problem

The symptoms have been noted by several others, but I will voice what I have regularly observed as follows:
- SB2 15" will have difficulty turning on (sometimes must detach)
- SB2 15" will experience "hardware" failure and require a reboot in order to be able to detach
The problem can be duplicated by observing the aberrant behavior in the device manager.

Attempts

I have a SB2 15". I am on Windows 10 version 1803 and I regularly update. I have also attempted to manually install the Nvidia driver to the latest to solve the issue, but Windows 10 fails to recognized the GTX 1060 Nvidia card. The only current fix (which is a hack) is to detach the tablet and then reattach. All other "fixes" as indicated by others do not work well.

Summary

I believe that Microsoft should be, at best, embarrassed by this. This issue has been persistent (just use Bing search) for at least 8 months and Windows 10 software should work as intended on Microsoft hardware. This is an expensive product and also supposedly the "show case" model. At worst, Microsoft is showing neglect and disregard of it's users by not rendering software services for an payment rendered. This is clearly a firmware issue and makes using the product not easy, to put it politely. Buyers looking at SB2, beware. Those experiencing this issue, please continue contacting Microsoft in hope that someone somewhere is listening.
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Anonymous

2018-07-29T18:16:19+00:00

so as I won't accept a second hand machine - with still a risk of failure and they wont take the machine back and give me my money back this is the response I now get from Microsoft support!

"I am going to set this ticket to inactive as I cannot assist you any further."
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Anonymous

2018-07-26T22:16:20+00:00

I had this problem about 2 weeks ago. Basically, my Surface Book 2 would not power on with the power button unless I detached the screen and either powered it on then or reattach and then power on. Once it turned off or went to sleep, the problem returned.

My fix was to uninstall the device for the GPU in the Device Manager, for good kicks I ran sfc /scannow and then rebooted.

The problem has not returned but it has made me a little nervous. I paid a good amount of money for this (Core i7, 13,5", 512GB) and I don't want to settle for a refurbished model upon replacement.

I hope this can be a firmware fix so it won't return.
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