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

2018-07-25T15:52:48+00:00

I had the same problem with the same model. First the "detach hardware failure" sign started appearing on the bottom of my screen and after some days the device wouldn't turn on unless I detached it from the base. After a few more days it wouldn't detach and turning it on was a matter of luck.

I went to a MS store and, after spending 2 hours of my time with one of the techs trying to fix it (trying hard restart, reset, updating/reinstalling NVIDIA drivers) they decided to replace it. The problem is that they have "special units" for replacement, which aren't completely new (they are refurbished units, but they don't really tell you that unless you ask!). So now I have a refurbished item in place of a brand new computer which will probably run into the same problem within a few weeks/months. And that's not to mention all work time lost trying to fix this issue.

This problem has been known for some months now and we still don't have a clear answer from Microsoft. Nothing effective has been done to address this situation.

As harmed consumers we should start considering class action litigation as we are clearly facing the case of a defective product. Microsoft agent's response was on March 19 and since then there has been no new update. Really? Am I missing the updated response? What has Microsoft been doing for the past 4 months? Are they waiting for the 1 year guarantee to be over?
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Anonymous

2018-07-25T15:38:31+00:00

For me the issue appeared after an automated OS update that occurred in early May 2018. I recall noticing after that update that the NVIDIA card was no longer being displayed in the Performance page of Task Manager. I wasn't all that concerned about it until July when I opened ArcGIS Pro and experienced significant reduction of graphics performance compared to what I had observed with this app before the May update. So I'm not convinced the Surface Book 2 was shipped with the problem. Appears to be a problem caused by the May 2018 automated OS update. But I agree that it is frustrating that Microsoft and NVIDIA have apparently not acknowledged the problem. They are probably still in that phase of blaming each other.
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Anonymous

2018-07-25T15:23:36+00:00

If the procedure described by Podsnafu does not work add step 1a, disconnect the power supply. Then do the remaining steps while being powered with the battery. In Step 5, click the option to Restart.
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