My SURFACE BOOK 2 cannot detect GTX 1060 if I do not use it (GTX) for a while

Question

My SURFACE BOOK 2 cannot detect GTX 1060 if I do not use it (GTX) for a while unless I restart and detach/attach the tablet. 

So like I said, after I use GTX 1060 (like PUBG games), I turn the power mode into 'battery life' and after 20-30 mins I open the task manager and there is no 'GPU1 GTX 1060' anymore which can be seen when PUBG was running.

After some troubleshooting moves, I found that only if I restart PC and detach/attach the tablet, the GPU1 will show up in the task manager.

Does anybody have the same issue? I deeply doubt the system designing of SB2's GPU working on different modes, cuz I've exchanged one which has the same issue but cannot be detected permanently.

Answer 1

Hi Chunyang,

There's a possibility that the problem you experience is due to outdated drivers. We recommend that you ensure that your Surface Book has the latest updates installed, and run the Surface Diagnostic Toolkit. The SDT resolves common problems with your Surface and the diagnosis may take 15 minutes or less, but can take an hour or longer and depending on your internet connection speed and the repairs that the tool needs to do to fix the problems.

You can click here to run the Surface Diagnostic Toolkit.

Give us an update, and let us know if you have any additional concerns.

Regards.

Answer 2

All of my drivers are updated. Download directly from MS website. All updates are install in the windows update window. The problem still persists even after the SDT. This is annoying because I need to redock the tablet everytime I want to use the GPU. This is not expected from a $3000 device at all, after just 2 months of usage.

Answer 3

Hi Jason,

To help you rectify the issue and to have your Surface Book 2 checked, you may visit the store where you purchased your device or the nearest local Microsoft Store. If you are located in the United States, you may avail our free 15-minute consultation by setting an appointment here. You also have an option to get in touch with the Microsoft support team or our Global Customer Service team.

Regards.

Answer 4

I have the same issue and spoke to Support yesterday about it. Apparently it's a known problem, experienced by many people and was caused by a recent Windows update. I was then re-assured that Microsoft were working closely with NVIDIA to find a fix and that it would be resolved by October.

Yep, a Windows update broke our Microsoft Laptops and it'll take 3 months to fix. It's an absolute farce. Premium hardware costing many thousands crippled by software from the same company. You think someone would have tested the update before rolling it out? It's not a small bug and is pretty obvious if you do anything that tries to use the graphics card. Software that downloads, installs and does harm to your computer used to be called malware but it just seems to be the norm nowadays.

Rolling back the update would work but support don't advise it. I tried manually uninstalling just the updates but apparently you only get 10 days before Windows hard commits them. It's looking like a whole re-install then.

I'm a video editor and VFX artist and now I've got deadlines I now cannot meet. Instead of doing work I'll be spending the day getting my old Windows 7 desktop PC up and running. Incidentally I built that PC myself, researched the components, drivers and compatibility and in the 6 years that it was my main machine never had the problems I've had with the Sur-farce Book 2. Don't get me started on the blood boiling adaptive brightness setting that can only be changed by downgrading the Intel graphics driver in order to access the control panel. Another half day wasted fixing that. 

If indeed the SB2 is aimed at creative professionals, video editors, photographers, come to think of it anyone that would usually buy a Mac then it's a glorious swing and a miss from Microsoft. Who signs off on a laptop aimed at creatives when the brightness of the entire screen changes every time you adjust curves in Photoshop?

Stop with the detachable screen gimmicks and concentrate on a machine that's reliable for people who require performance and portability.

Now, where's that receipt...

Answer 5

Same issues as above. I got a replacement back in April, only to have the same issues again.

Problems I've noticed:

• Painfully long start-ups at times
• system sometimes only charges one of the batteries at a time
• adaptive brightness issues like mentioned above
• GTX 1060 goes missing

I'm also in the same line of work (editing, motion graphics, vfx) and this is a real pain. Love the idea and concept, but a big disappointment in terms of reliability.

Anyone from Microsoft listening? Any acknowledgement planned? Fixes? Anything? I've been dealing with this on and off since January of this year.

-dp-