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Surface Book 3 13" occasionally disconnects dedicated GPU

Anonymous
2021-03-24T16:07:28+00:00

I have a Surface Book 3 13" with Nvidia GeForce 1650 Max-Q. It was purchased in August 2020 and since then occasionally a blue screen has been appearing with an error nvlddmkm.sys

After searching Microsoft forums, I have been able to finally fix this issue as it has been related to outdated Nvidia drivers. Currently I have latest Windows 10 with all drivers up to date, and blue screens stopped appearing.
However, whenever I put computer into sleep / hibernate or when laptop is heated, dedicated GPU get's disconnected (a "device disconnected" sound is played, and then in task manager Nvidia GPU stops to appear; even though Nvidia GPU still appears in device manager). Restarting PC, or simply switching to tablet mode and connecting the keyboard module back fixes the issue - but this is only a temporary fix up until this happens again after a few hours.

I was wondering if this is an hardware issue since all drivers are up to date and I've already tried doing a clean Windows installation. Searching Microsoft forums, I have not found a solution to this issue.

Many thanks!

Surface | Surface Book | Power and battery

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  4. Anonymous
    2021-03-26T21:36:00+00:00

    Hi DarthFed,

    Thanks for reaching out to Microsoft Community and posting your inquiry. We're sorry to hear that you're having this issue on the graphics of the device. 

    May we confirm the version of the driver for NVIDIA GeForce GTX - Display adapters? Please go to device manager > Look for the NVIDIA GTX > Right click the driver > Go to properties > then go to driver tab.

    We suggest to perform the methods below:

    - Check the power mode slider. Go to the battery icon > Slide to Best performance and observe if the issue still persists. Setting the Power mode higher than Recommended will impact battery life, remember to lower the slider when no longer need the CPU performance boost when on battery.

    - Set GPU as graphics processor. Go to search box > Open Nvidia Control Panel > Go to Manager 3D settings > Under Global settings > Choose "High-performance NVIDIA processor" as the graphics.

    • Download and install the driver's package. Download the driver and firmware for Surface, choose Surface Book 3 and click download on the next page. Please choose the .msi file that matches your current OS Build and click Next. After the download, runand installthe .msi then Restart the Surface Device. 

    Keep us updated by replying on this thread.

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