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

2018-10-05T16:18:54+00:00

As far as anyone can tell it's not a hardware fault. The thread has been pretty quiet since MS released the driver and system updates in August.

However, I did end up doing a hard reset (wipe everything) since my SB2 exhibited some minor oddities after those updates. It seems to be ok since the reset.

The problem is that since the problem only occurs every few months (assuming you do the hard restart (not reset) as mentioned in several of the entries, then it's difficult to know if these drivers have fixed the problem or the problem will come back in a few months.

For me, the hard restart (which only takes a couple of minutes) every few months is no big deal. The sad truth is that all laptops exhibit issues, I've known people with HPs, Apples, Lenovos, all with strange things that never really get sorted.

Not sure why MS have pulled the driver pack though, that's odd. I wonder if it will be incorporated in the October Update.
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Anonymous

2018-10-05T17:08:06+00:00

As far as anyone can tell it's not a hardware fault. The thread has been pretty quiet since MS released the driver and system updates in August.

....

Not sure why MS have pulled the driver pack though, that's odd. I wonder if it will be incorporated in the October Update.

Guess they either caused another issue with the 13" or don't think it's an issue for us.

Glad I only spend a few grand on the top line 13" to not get any driver updates in 6 months when the 15" seems to have had patches for flaws in bios, amongst other things.

How reassuring.
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Anonymous

2018-10-05T17:29:47+00:00

As far as anyone can tell it's not a hardware fault. The thread has been pretty quiet since MS released the driver and system updates in August.

....

Not sure why MS have pulled the driver pack though, that's odd. I wonder if it will be incorporated in the October Update.

Guess they either caused another issue with the 13" or don't think it's an issue for us.

Glad I only spend a few grand on the top line 13" to not get any driver updates in 6 months when the 15" seems to have had patches for flaws in bios, amongst other things.

How reassuring.

I was told they pulled it due to issues with bitlocker. A shame that 30 drivers were pulled when likely only one is to blame. And of course no communication with customers.

I was hoping that an MS laptop would have tigher Windows integration..... sadly it doesn't. My X1 Thinkpad has had some other annoyances, but driver issues are not one of them.

I won't make the comparison to apple as they have their own issues, but they do tend to fix things when enough users scream. For the price of the SB2, I would think MS would be more responsive, and offer an Apple like level of customer support. I haven't seen it.

I do know that the problem is not hardware, but if enough users kept taking in the base when the GPU disappeared, MS would have to do more then they are doing.
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