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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Anonymous

2018-01-21T03:17:27+00:00

I have the most powerful Surface Book 2, have never had an issue. Occasionally i will play a game (Forza 7) which is pretty intensive on the GPU, rarely do i play it but sometimes i like to. Tonight i went to play it and it was taking forever to load and looked a mess, mouse was locking up and when i went into Task Manager i noticed my GPU was at 100%. I went to Nvidia's site thinking i could just re download the drivers but when i had it auto detect it said i didnt have any Nvidia hardware??

When i go into device manager under display adapters it just shows the integrated Intel, not my Nvidia??? Its like it just disappeared. Nothing has went wrong with this laptop, it has been working perfect.

Any ideas?

Moved from: Surface / Surface Laptop / Display and screen
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Anonymous

2018-06-26T16:40:29+00:00

Guys, I know it's really frustrating but are you trying the hard restart mentioned several times in this thread?

It takes a couple of minutes at most and fixes the problem for a time.

I'm not remotely suggesting this lets MS off the hook!

However, given the first time I did it, I didn't experience the problem again for a few months, I personally can handle one hard restart every few months.

(NOTE: This is not a 'refresh' of any kind, it doesn't affect your files or reinstall Windows, it's just a hard/forced restart which for some reason fixes the problem.)
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Anonymous

2018-04-30T14:04:01+00:00
Nice to see that I am not alone in this MS world suffering same problem as dozens of new Surface Book 2 owners. Lot of so called "specialists" propose you to solve the problem with different types of curious manipulations ... all are failing. Problem remains or comes back again. So, what I am doing is to wait a definitive Windows 10 update from MS Tech spt. But, my patience could reach a limit . I am not far to return my unit for reimbursement.

Hi Marc,

I can't speak for the "specialists" as I'm just a user, but I can say that fellow user jketola and a few others have posted instructions on doing a "hard reset" that I tried back on April 7th. I'm pleased to report that my dGPU(GTX 1060) has not had the "disappearing" issue since. If you are interested in trying the hard reset follow these instructions:
1. Unplug the power cord.
2. Shut down the machine properly
3. Press and hold the volume up button and then the power button simultaneously for about 30 seconds. You've held them down long enough when the machine boots into the UEFI settings screen.
4. Just exit the UEFI settings screen and let the system restart.
5. Check device manager or task manager to verify that the dGPU has reappeared.
jketola has a post that I and someone else have voted as a solution. If this works for you please do the same. You can find their post at the bottom of page 16 of this thread. Just click "yes" to the question, "Did this solve your problem?" If more and more of us click that then we're drawing attention to the solution that has worked for most of us I believe.

I still don't know what caused the problem initially and I'd like to see an official response from Microsoft. It was either an update or a poor reattachment, but I'm not sure which. I bought the Surface book because it is the only detachable 2-in-1 on the market that has a dGPU, so I was very displeased when it wasn't working.

The solution seems to be having the UEFI "rescan" or "resync" all the hardware during the hard reset. I'm not an engineer so I'm just speculating, but it has worked for me and I'm happy with my device again!

Hope it works for you!
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