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
    2018-05-28T15:10:18+00:00

    I'm beginning to wonder if this problem is caused by a timing problem (which would help to explain why it has been so difficult to fix).  

    Yesterday, I interrupted my surface book's process of locking and putting itself in sleep mode by moving my mouse.  There was a slight pause as it switched from lock screen image back to my desktop.  Then, I heard the dreaded chime indicating that the GPU was no longer detected.

    I checked device manager and sure enough it was gone.  I then checked the event log and found the following entries:

    Surface HotPlug ACPI Notify Error: NotifyCode=82

    Surface Serial Hub Driver get response timeout, CanceledID = 12626, TargetCategory = TCL, CommandID = 10.

    The tablet detach-attach procedure restored the GPU for a few minutes.  When the GPU again disappeared I found a cascade of error messages in the event log beginning with

       Surface HotPlug ACPI Notify Error: NotifyCode=82

    and followed by a dozen or more invalid checksum and/or signature failures for the surface serial hub driver.

    I restored the GPU by doing the hard restart sequence (without the GPU being detected):

    1. Shutdown
    2. Unplug surface book 2
    3. Hold volume + button down and then press power button for 30 seconds and then exit

       from UEFI so system will restart. (Note: My system rebooted to UEFI twice because I kept holding both buttons down. I exited when the UEFI was displayed the second time)

    I'm running Windows 1083, build 17134.48.  The last update was about a week ago and my surface book has been shutdown and powered on many times since that last update.

    Regards, jketola

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  2. Anonymous
    2018-05-24T14:16:32+00:00

    I had the same symptoms and used the following procedure to fix the problem:

    1. Do a shutdown and then unplug the power cord.
    2. Do a hard restart by pressing down both the volume up button and the power button down for 30 seconds (more than 20 may work, but I held them both down for 30).  (Hint: Press and hold the volume up button down before pressing down and holding the power button.)
    3. If the UEFI interface is displayed, just exit and let the system restart.

    If this procedure doesn't work, try the second solution (by Philip_Aaron) marked as an answer above.

    Please let us know whether one of these procedures worked (and which one). 

    What version of Windows are you running?  (I was on 1709 when the problem appeared and was fixed by the above procedure.  I'm now on 1803 without problems.)

    Regards.

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  3. Anonymous
    2018-05-16T19:37:49+00:00

    I'm not sure which version of the firmware and drivers you upgraded to, but others in this forum have reported that windows build 1803 fixes the problem.  Also, I've seen news articles stating that Microsoft thinks they have fixed the problem.  

    I'm still on build 1709.

    The following procedure fixed the problem for me and others in this forum:

    1. Do a shutdown and then unplug the power cord.
    2. Do a hard reset by pressing down both the volume up button and the power button down for 30 seconds (more than 20 may work, but I held them both down for 30).  (Hint: Press and hold the volume up button down before pressing down and holding the power button.)
    3. If the UEFI interface is displayed, just exit and let the system restart.

    Please let us know whether this fixed your problem.

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