Surface Book 2 keeps restarting

Anonymous
2020-09-30T22:22:00+00:00

Hello,

I have been experiencing issues with my surface book 2 for the two weeks. I have the surface book 2, 15", 1 TB version. I am outside the warranty period.

It started occurring after the mid-September 2020 updates. What happens is right after my laptop boots up, within a matter of 10-20 seconds the BSOD appears.

The stop code is IRQL_NOT_LESS_OR_EQUAL

What failed is nvlddmkm.sys

What follows is the system will complete the restart and proceed to crash just as before, without giving me a chance to complete the log in. The crash will occur 3 times before coming up to the advanced system repair options. 

I have spoken with MS customer support multiple times (usually taking 15-20 minutes before talking to someone who can actually help me out). Their solution was to Reset the PC. I do this and my system works ok for 3 to 4 days. Then suddenly, as if out of the blue, the same error takes place. Yikes! This is my work laptop and I DO NOT install anything unnecessary. I am a developer and I have only my development tools installed (VS Code, SSMS, XAMPP, MS Office), along with Norton 360. These are the same programs I have had installed for over a year so I don't think the conflict is with them. 

What I have noticed from my attempts at correction is this:

  • This seems to be an issue with the dual graphics card. If I boot in Safe Mode and uninstall one of the graphics card, then the crashing stops. But, the system keeps resetting the base of the surface book, so the keyboard and mousepad become unusable every 10-20 seconds (similar to the time period before the laptop crashes).
  • If I detach the screen, then there is no crash. 
  • After I reinstall Windows 10, and after the first crash, the system starts to reset the base every 10-20 seconds. This is evident when I'm in the boot screen,  system recovery screen, or the reinstall screen.

Can anyone help me out here? I tried calling MS support again and the only thing they recommend is reinstalling Windows 10, and no other suggestions. This is my primary work device and I have lost many, many hours of productivity here over the past couple weeks and I am just about ready to throw this $2,500 brick in the recycling and switch to something else.

Thanks in advance,

Balaji

Surface | Surface Book | Install and update

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  1. Anonymous
    2020-10-01T04:37:05+00:00

    Hi BalajiAM,

    We're sorry for the inconvenience this has caused you.

    How did you reset the device? Did you use a USB recovery drive to do that? In your case, what I can initially recommend is to run the system file checker to check if the BSOD errors are due to corrupted files. To run the system file checker, please visit this link>>https://support.microsoft.com/en-us/help/4026529/windows-10-using-system-file-checker.

    Feel free to mark this post as an answer if this helps. Otherwise, don't hesitate to respond to this thread and please let me know how did you reset the device.

    Kind Regards,

    Crest

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