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

2018-07-24T04:09:12+00:00

My issue is not resolved by any of these answers.
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Anonymous

2018-07-23T18:54:56+00:00

This works.

Well it did for me so far.
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Anonymous

2018-07-23T17:22:39+00:00
I have submitted the info to this issue to a law firm that handles consumer protection cases to review. If your also interested in contacting the same law firm. Please do so at this link:

Krohn and Moss Consumer Law Center

https://www.yourlemonlawrights.com/

I look forward to seeing if getting a firm engaged will spark Microsoft to fix the issue quickly or end up loosing big time right in the public eye.

Microsoft its time to step up and fix this issue or I can only assume that making law firms aware of this issue that specialize in specific cases like this will not end well for you. Are you ready to fix it now?

In the UK this is my latest reply from Microsoft

"I did do a Google search and checked the sites that you mentioned on the first email it was cited. Regardless of what we took from the search, it is not a recognized flaw and past the first 30 days, I cannot process a refund. Beyond that the standard support options are available as previously discussed."

I cannot understand when there are many of us experiencing this, Greg the moderator has said to watch this space we are working on this fix yet the Customer Support Services are denying there is a problem

make up your minds Microsoft! Its very very poor!
Microsoft want to close my help ticket as don't see there is a problem?!! Seriously is this an unmoderated forum ? How can they ignore so many people and when you Google the issue its on so many other forums too! This product should never have been released as not properly tested
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