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Prototype device? SKU: OEMSHP SKU DV1 i7

Anonymous
2018-06-04T18:52:24+00:00

Hi,

I bought a used Surface Book 2 15 on my local Craigslist. I'm unable to install the Surface Diagnostic Toolkit or the latest firmware as it says it's not a Surface device. I also can't register it the serial number can't be found. Is this a prototype device? Is this a normal SKU (OEMSHP SKU DV1 i7)? It doesn't have the "Prototype Not For Resale" etched on it like other devices seem to have. 

 - tom

Surface | Surface Book | Safety and security

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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  1. Anonymous
    2018-06-05T22:09:35+00:00

    Hello tomdotw,

    Thank you for reaching out. Let's sort this out. However, to be able to understand the issue better, can you give us more details by answering these following questions:

    • Were there any error messages when you attempt to register your Surface Book 2?

    • Since you mentioned that the device is a prototype, can you send us an image of it so we can have it checked on our end?

    Also, to know the serial number of the Surface, you can check this link for more information.

    Keep us posted at your most convenient time.

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  2. Anonymous
    2018-06-06T04:12:45+00:00

    This is the error I am getting. I've tried for a week now.

    We’re sorry, but something went wrong on our end. Please try again later. (pzg4viXvjEuScxu/.24)

    The serial number in the Surface app matches what's on the bottom of my Surface Book 2. What pictures do you need?

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  3. Anonymous
    2018-06-07T22:28:15+00:00

    Hi Tom,

    The error may be due to a software problem or there may be underlying issues with the Windows Update components. What is the current Windows version and OS build of the Surface? You can check it by going to Settings > System > About.

    See if you'll be able to install the firmware udpate after resetting Windows Update. Go here for your reference in performing the suggestion.

    If there are no changes, you may need to reset the device using a recovery image. For further information, open this link.

    Let me know if you need more help.

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  4. Anonymous
    2018-06-08T04:38:13+00:00

    It's running Windows 10 Pro. Version 1803. OS build 17134.81.

    The problem is the firmware stops and says "This hardware platform is not a SurfaceBook2. Please install on a SurfaceBook2. Aborting this operation...".

    Also, I am unable to register my SurfaceBook2.

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  5. Anonymous
    2018-06-10T21:31:10+00:00

    I appreciate the information. Can you try downloading and installing the Surface Book 2 drivers and firmware from this page?

    If you get any errors, please update the post.

    Thank you.

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