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

2018-10-23T05:37:48+00:00

...for all the customers experiencing issues with their surface books and surface tablets here some good news (I know you have been waiting for it): according to this article:

...https://www.computerworld.com/article/3215089/microsoft-windows/microsoft-surface-reliability-problem-its-more-than-hardware-and-software.html

we are not alone - indeed 25% (yes, 1 quarter!!!!) of the buyers experience issues with these top-end devices. So for all people still without these shiny MS products, who have money (a lot of money) and time (a lot of time) on their hands, and (most important!) don't need these devices for work: go for it and join the club of unpaid trouble-shooters and testers and you will be rewarded with a boredom free life…(well, not all, 75% - the lucky ones - might just get a device that does what it should).
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Anonymous

2018-10-23T16:18:34+00:00

If it helps: I manually installed the GeForce Experience thing and forced the newest driver to re-install the instant I noticed the disconnection. Haven't had the issue since then, which was a few days ago.

Of course, first you'll need to go around some places where casual users shouldn't even be tempted to go to, least of all to fix issues like these.

The fix is up there^^. If that doesn't work mid-way or the first time, re-try a few times. If it doesn't work, then your machine is busted, and unless you can replace or return it for refunds, that's at least 2 grand down the drain.
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Anonymous

2018-10-23T19:28:10+00:00

Hey, they fixed this problem! The solution is, they will give you a new SB2 Laptop. Apparently the first batches of SB2's had a firmware/hardware issue that not you nor a Microsoft software update can fix.

I walked into a Microsoft store for my scheduled appointment, the tech took one look at it and gave me a brand new SB2 seriously in less than 15 minutes. Thing is they know they messed up and will do you right as long as within the warranty period (I just bought mines for 3k about 2.5 weeks ago).

So far this new SB2 has no problems. I detach/re-attach and do software updates with no issues (only been a week so holding my breath lol). I think they should put out a press release already and tell all the early adopters we're sorry bring it back and we'll make it right! Thing is they have already acknowledged this privately, they just won't do it publicly of course who would? Hopefully you get this sorted out :) I'm enjoying the newer SB2 they swapped out with me with no issues so far. GL.
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