GPU not detected in Surface Book 2

Anonymous
2018-01-26T04:42:59+00:00

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

Surface | Surface Book | Install and update

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Anonymous
2018-05-21T18:09:16+00:00

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....

  1. Make sure that all windows updates are made and the latest firmware is installed, also the latest Nvidia driver (397.64)
  2. Put the power settings to best performance (plugged in and in battery mode)
  3. Open the device manager and keep it open
  4. Unplug your SB2
  5. 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)
  6. Reattach and wait until the Nvidia card pops up in the device manager
  7. Quickly make a normal shutdown as long as the card is still visible in the device manager
  8. 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)
  9. 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
2018-03-19T23:28:32+00:00

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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  1. Anonymous
    2018-07-08T09:05:40+00:00

    I totally agree!  It is shameful of Microsoft to not acknowledge this fault which renders the machines useless for most!  These are meant to be top of the range laptops which I too bought for graphics design yet haven't used it now for 3 months whilst I am waiting for Microsoft to actually acknowledge they are at fault for releasing these not fully tested.  It is not fit for purpose so they should take it back - end of!  I think it is time us disgruntled customers went public with this as Microsoft have had more than enough time to fix this and take us seriously.  I find the arrogance of the company intolerable and offensive and temporary workarounds just aren't satisfactory.

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  2. Anonymous
    2018-07-08T08:26:18+00:00

    I need to know!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! in the next week or less!!!!!!! if I need to return these products if this cannot be fixed? I will not allow my employees to use a defective product, I can't give them defective products, how embarrassing. I cannot believe I'm sitting here with 6 defective surface books 2's ready to handout to my employees to upgrade my business and this was a HUGE business decision and could break me if it goes bad mentally after spending THOUSANDS!!! of dollars on 6 of those plain graphics card 15" surface books for my small business. I'm in the graphics design industry and it's crucial to get the best performance from our tools of the trade and a laptop that can go to the art with it's portability has to be a powerhouse in the graphics department, so I ask is this going to be recalled, fixed, patched, updated, whatever I will call the dealer I purchased theses from arrange to have these returned in the next 5 or so days before I have a major project lined up for the fall and need at least four people to have these to make it happen.

    The result of this graphics card fiasco is messing with my business and cannot believe I didn't find out about this until after messing with ne of the laptops myself and then searching online so Microsoft is doing a good job of covering this or hiding it from public as my dealer did not mention this in the complaints about the machine from business customers. How this is being handled is or will be determining if I will ever use or recommend Microsoft in the future, for business or personal. I'm talking 20k$ with the protection plan I spent, so yeah, can't believe it. I will have one of my tech friends build me 6 laptops that perform the same but actually have a graphics card just not in the neat package  the surface is selling without the NVIDIA graphics card, but save 15k$ for my business,,.... I just asked him how much, he said about 5k$ to get 6 laptops with the same maybe better capabilities/performance that the surface was suppose to have but does not.

    "I wrote Linus Tech Tips (www.linusmediagroup.com) please all here do the same we have to wake up this company!"

    The Surface Book 2 is a great machine and you can fix the issue with the solution here in this thread. But I expect swift action from Microsoft or at least a open communication. The practice of Microsoft at the moment is no way in to a successful future!

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  3. Anonymous
    2018-07-08T08:26:15+00:00

    If your business depends on your laptops I suggest that you return the Surface Books and go with a manufacture that supports business like HP.

    I really like my Surface Book but it's like buying a Mercedes instead of a Toyota. You expect luxury from the Mercedes and reliability from the Toyota.

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