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

2018-07-12T15:03:06+00:00

I recently had this issue, having only just updated to the latest windows update (I keep it on manual download only for the surface book 2, for this exact reason).

For me, the thing that finally worked was the surface diagnostics tool, which is here.

Although other things I tried that might have made a difference included a hard restart (Power button and volume for 15 seconds till you get to the bios screen) and installing the latest driver (whilst the card was still being detected in device manager. I did this in device manager itself).

And to anyone else having this, or a variation of this problem, I would strongly urge you to turn off automatic updating until windows get this under control, as this issue has posts stretching back for at least a year, almost every time they update.
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Anonymous

2018-07-11T20:44:36+00:00

Amazing, I'm another person affected by this. I paid a lot of money for the very high end laptop which doesn't have a working GPU intermittently. I followed the instructions for the hard boot using the volume and power button and then exited from the UEFI menu and no luck, until I read the comment about ensuring the power lead isn't connected, I tried again without the power lead connected and it booted up and saw my GPU, it even offered an Nvidia driver update. I wonder if this will fix the issue? I hope this issue gets solved via software updates.
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Anonymous

2018-07-11T16:35:38+00:00

Thank you for your feedback and the great information you’ve shared about the NVIDIA driver missing experience. We understand the concern, and are currently investigating a possible root cause and solution. Please continue to check for Surface and Windows Updates to ensure your device has the most current firmware and software available.

Marking as "Answered" to raise visibility for now. We will update this response once the fix has been published.

Greg

Please update where you are with this fix Greg. Microsoft support are telling me there "is no recognized flaw with that model" however your post acknowledges the flaws we are all experiencing! Please advise as yet again being told different things from different departments of Microsoft!
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