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Surface System Telemetry Driver, device manager Code 31

Anonymous
2025-02-01T22:33:20+00:00

Hello,

I've recently bought a new Surface Laptop 6. I have an issue with the Surface System Telemetry Driver. In the device manager it shows an exclamation mark, in the details it tells me: "This device is not working properly because Windows cannot load the drivers required for this device. (Code 31)". I do have the latest drivers installed (10.105.32.0). Does anyone know how to fix this?

regards,

Bennie

Surface | Surface Laptop | Install and update

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  1. Anonymous
    2025-02-02T02:19:53+00:00

    Hello, Bennie.

    Welcome to Microsoft Community!

    What I would like to confirm with you here is that you went to the following site to get the driver and firmware installer for Surface Laptop 6?

    Download Surface Laptop 6 for Business Drivers and Firmware from Official Microsoft Download Center

    If we have the correct drivers installed, this will not be a problem.

    If the problem persists after installing the correct driver, we can suspect a hardware problem causing the driver to be unrecognized.

    Given that this is a newly purchased unit, I don't think the impact of any product quality issues should be borne by the consumer. I would encourage you to contact your sales representative and inquire about a return or exchange.

    If you wish to troubleshoot this device further, I recommend contacting the Surface Technical Support team for direct hardware service. I'm sharing the steps for creating a service order with you here:

    Open the Surface App (usually built into your Surface device, or you can download it from the Microsoft Store if you don't have one) and follow the procedure below:

    1. Click "Help and Support" and then click "Get Help".
    2. Briefly describe your problem in the text box, such as "Surface device issue causing driver not to be recognized", and then press Enter.
    3. Click "Contact Support" at the bottom.
    4. Select "Technical Support" and click "Confirm".
    5. You will see "Chat support" and "Phone support" options, please contact them during working hours, you will get one-to-one support services.

    I wish you all the best.

    Best Regards.

    Leo.L - Microsoft Community Support Specialist

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