Surface Book 2 not detecting GPU in keyboard dock

[suicidalfranco]

Own a Surface Book? Payed for the GPU keyboard base to move up from that paltry intel UHD 620? Well be warned cause your fancy 2 in 1 may not be able to see it and MS is staying shut on the matter.

 The first was first posted by a Surface Book owner back in January in the MS answers forum, and he wrote:

Quote

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.

Two months after the initial post he receives the first answer from a MS agent:

Quote

Thank you for your feedback and the great information you’ve shared about the NVIDIA driver missing experience. We understand the concern, and are currently investigating a possible root cause and solution. Please continue to check for Surface and Windows Updates to ensure your device has the most current firmware and software available.

Marking as "Answered" to raise visibility for now. We will update this response once the fix has been published.

And he hasn't given a answer or posted a solution ever since. Four months on hold and still nothing.

Right now the thread as amassed 37 pages with more and more users encountering the same issue as the original poster.

Among them a users has received this repply from MS UK:

Quote

It is not a recognized flaw and past the first 30 days, I cannot process a refund. Beyond that the standard support options are available as previously discussed

 

The thread as gone from seeking help for the precious new toy to considering taking legal action against MS for a total what amounts to 6 months of ignoring the issue.

 

So the dices are set, will MS answer to this as they should are they going to try to beat their 1 year record of ignoring issues in their product in the flickergate issues that affected surface pro 4 owners?

Forget the i9 throttlebook pro! This right here is how a company should always treat their prosumers who spend 3k+$ on one of their devices when they face issues with it. Ignore it. And maybe it will go away. 

  

source: https://answers.microsoft.com/en-us/surface/forum/surfbook2-surfupdate/gpu-not-detected-in-surface-book-2/774e1993-4bd4-4e5b-a0b6-0b3197fedb42?messageId=534f88ea-96c8-4939-9fce-80e647a477b5&auth=1

[PlayStation 2]

This has been a problem for, at least half a year?

Good on ya, Microsoft!

[mynameisjuan]

I literally just tabbed back to this adding a Surface book 2 to my cart

[D13H4RD]

Trying to out-Apple Apple, eh Microsoft?

[ScratchCat]

44 minutes ago, suicidalfranco said:

Marking as "Answered" to raise visibility for now.

Yes, the visibility of Microsoft's failings, lack of QA, poor design choices and general ignorance of anything which doesn't paint them as the next deity..

[DrMacintosh]

Did consumer reports ever start recommending the Surface products after they pulled it that one time? 

[captain_to_fire]

53 minutes ago, suicidalfranco said:

The thread as gone from seeking help for the precious new toy to considering taking legal action against MS for a total what amounts to 6 months of ignoring the issue.

Is this an isolated case or widespread among Surface Book 2 owners? But it's stupid it took very long to have a response. Tbh I already find the Surface Book's design problematic like how the gap allows debris to enter easily. 

38 minutes ago, D13H4RD2L1V3 said:

Trying to out-Apple Apple, eh Microsoft?

If this issue is widespread, it will make Apple's response to the i9 MBP throttlegate better. In fact, Apple did it better since they asked Dave how he did his testing and replicated it. The OP in the Microsoft forum should've just made a video about it just like Dave2D. 

[suicidalfranco]

3 minutes ago, captain_to_fire said:

Is this an isolated case or widespread among Surface Book 2 owners? But it's stupid it took very long to have a response.

If this issue is widespread, it will make Apple's response to the i9 MBP throttlegate better. In fact, Apple did it better since they asked Dave how he did his testing and replicated it. The OP in the Microsoft forum should've just made a video about it just like Dave2D. 

looks widespread, managed to fill the entire first page of google results.

[RotoCoreOne]

Obviously, they are using it wrong. /s

[suicidalfranco]

Just now, RotoCoreOne said:

Obviously, they are using it wrong.

probably didn't even try to restart it 

[captain_to_fire]

2 minutes ago, suicidalfranco said:

looks widespread, managed to fill the entire first page of google results.

Well at least MBP's throttlegate woes can be significantly improved by a software update. Looks like a problem at the hinge or at the connector. Too bad the Surface Book 2 isn't as popular as the MBP to receive the same media backlash.

[suicidalfranco]

8 minutes ago, captain_to_fire said:

Well at least MBP's throttlegate woes can be significantly improved by a software update. Looks like a problem at the hinge or at the connector. Too bad the Surface Book 2 isn't as popular as the MBP to receive the same media backlash.

well hopefully there's enough affected people for a classaction. then we'll be able to praise them for doing the right after a year or more as passed 

 

[GoldenLag]

Microsoft dissapoints in how they handle their failures..........

[mynameisjuan]

3 minutes ago, GoldenLag said:

Microsoft dissapoints in how they handle their failures..........

Beautiful well made hardware but they are still a software company, they dont tend to provide fixes.

 

I was about to purchase a Surface book over a Surface pro because the surface pro failure rates are over 50% and next to every own says you must buy the warranty or youll have a bad time. But, this keyboard issue is a big problem.

[GoldenLag]

1 minute ago, mynameisjuan said:

Beautiful well made hardware but they are still a software company, they dont tend to provide fixes.

 

I was about to purchase a Surface book over a Surface pro because the surface pro failure rates are over 50% and next to every own says you must buy the warranty or youll have a bad time. But, this keyboard issue is a big problem.

Buy a Huawei Matebook X Pro

 

It offers what the Surface book does if you can give up some GPU power and detachable keyboard. It is overall a better laptop.

 

Ive scouted the matebook for a while, though ive had no good reason to throw money at it

[mynameisjuan]

11 minutes ago, GoldenLag said:

Buy a Huawei Matebook X Pro

 

It offers what the Surface book does if you can give up some GPU power and detachable keyboard. It is overall a better laptop.

 

Ive scouted the matebook for a while, though ive had no good reason to throw money at it

Its been the second runner in my lineup. I am just really looking for a 2 in 1, especially in my line of work. As a laptop the Matebook is the most beautiful design I have seen. 

 

My problem is I am looking at using my best buy card for it and its one of the laptops not available at best buy. 

 

After matebook is Lenovo 920

[GoodBytes]

I don't know... I am quickly reading online and seems some people found different solutions, from updating the Nvidia drivers, to doing a factory reset to hard reset the system (special button combination to do with the power and volume button).

 

But definitely Microsoft needs to provide a reply to this. Perhaps some guide, or update to ensure it works again.

 

But personally, MS Answer is the worst place to go for anything. You have MVPs which quickly reply with generic copy & paste responses to problem that doesn't apply to the problem that the person experiences, complaints and report of issues just goes in a black hole, and so on... UNLESS you are lucky and a "Microsoft Staff" actually comes in. Those are the only thing that matters.

 

In the thread you posted, the worthless moderator marked as answer which some cheap excuse for visibility, so now, it lost all attention from a potential Microsoft Staff to actually see and report the problem internally and anyone else.

 

As for the person who didn't return his device within the 30 day period. Honestly, I would have just returned it right away, re-buy another in the chance that it was a faulty unit (and restarting the 30-day return period, hence why I never do exchanges), and if that one still has the issue, then return and look for another device as clearly that device doesn't deserve its price tag with issue like this, until fixed.

[BuckGup]

37 minutes ago, mynameisjuan said:

Its been the second runner in my lineup. I am just really looking for a 2 in 1, especially in my line of work. As a laptop the Matebook is the most beautiful design I have seen. 

 

My problem is I am looking at using my best buy card for it and its one of the laptops not available at best buy. 

 

After matebook is Lenovo 920

The Matebook is sold out until 9/4/18

[rawrdaysgoby]

I am sure there is atleast a 1 year warranty on this stuff...

[suicidalfranco]

13 hours ago, rawrdaysgoby said:

I am sure there is atleast a 1 year warranty on this stuff...

Managed to download entire thread and search for "warranty" in notepad, MS will replace it under warranty. But if 30 days have passed after purchase the refund option is no longer available.

Problem is that the replacement unit given under warranty is affected by this anyway.

 

going to leave the extract of the thread here if anyone's interested

ms answers.txt

[Christophe Corazza]

Between this, the flicker gate, the power problems and the CU finding of poor reliability of Surface devices, I don’t see why anybody would buy a Surface device over other more capable competitors.

[suicidalfranco]

36 minutes ago, Christophe Corazza said:

Between this, the flicker gate, the power problems and the CU finding of poor reliability of Surface devices, I don’t see why anybody would buy a Surface device over other more capable competitors.

because MS, that's why!

 

I'll never understand the fanboy mentality around corporations.

[ExplodingTNT]

21 hours ago, GoodBytes said:

I don't know... I am quickly reading online and seems some people found different solutions, from updating the Nvidia drivers, to doing a factory reset to hard reset the system (special button combination to do with the power and volume button)..

Own a Surface Book 2, DDU and reinstall Nvidia drivers seemed to fix it for me. Using Display Driver Uninstaller was the secret sauce to making it work.

[rawrdaysgoby]

7 hours ago, ExplodingTNT said:

Own a Surface Book 2, DDU and reinstall Nvidia drivers seemed to fix it for me. Using Display Driver Uninstaller was the secret sauce to making it work.

I actually more tend to believe that it is Nvidia drivers fault then microsoft cause these problems I had the same ones on my laptop and desktop before for not recognizing the gpu and the computer defaults back to intel graphics or something...  I always reinstall back the nvdia drivers to solve the problem updating windows never helped lol.  Actually more like when I actually up date nvda drivers on both windows itself and nvda own app that is when problems starts happening 

[Curufinwe_wins]

I have yet to see this issue on my 15" SB2, but I manually installed the nvidia experience drivers, which seems to be a better deal than the stock microsoft drivers