Surface Pro 7 Memory Management Error and BSOD

Hello again,

It didn't work. I have created a log file and made photos of the screens I saw. I have also performed a chkdsk check. 

It seems to be a problem with the kernel when I look at the log files, and I think I cannot solve this by myself.

Thanks anyway.

HelloEruantalisse  ,

Thank you for reaching out Microsoft Community. We really appreciate all the efforts that you did just to possibly resolve the issue.

we will gonna test your ram to see if there a bad sector on that we can use our tool to test it.

1. click start and type Windows Memory Diagnostic click enter
2. you will be prompted to choose between

• Restart now and check for problems
• Check for problems the next time I start my computer

This will help us determine the if there is a problem with the RAM

if the issue persist you need to reinstall windows

note: please save all important files or documents for backup

here are the steps to reinstall windows on your Surface:

To download the recovery drive, you'll need:

·     A PC running Windows 7 or later.

·     A USB drive with a storage capacity of 8 GB or larger (16 GB or 32 GB for Surface Pro series)

Important Creating a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery drive.                                                                   

1.     Visit the page at https://support.microsoft.com/en-us/surfacerecoveryimage

2.     Sign in with your Microsoft Account (this is the email address we asked you for at the start of the call)

3.     From the list of Surface devices available, select the device that you need a recovery image for

Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device

4.     Download the recovery image using the button on the page

5.     When the download bar pops up at the bottom of your screen,

save the file in a location you will be able to find it.

6.     Create a recovery drive:

a.     Insert your USB drive into the USB port of your PC.

b.     From the desktop, open File Explorer

c.     Tap and hold or right-click on the USB drive and choose

Format

d.     Select

FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start

e.     Tap or click

OK to erase the contents of the USB drive

f.        Tap or click

OK when the format is complete

g.     On your PC, open recovery image that you downloaded by double-clicking it

h.     At the top of the window tap on

Extract and then Extract all. Select the USB drive you formatted earlier for the location and click

Extract.

Use a USB recovery drive to reset your Surface (Cannot load Windows):

1.     Make sure your Surface is turned off and plugged in, and then insert the USB recovery drive into the USB port.

2.     Press and hold the volume-down button while you press and release the power button.

3.     When the Microsoft or Surface logo appears, release the volume-down button.

4.     When prompted, select the language and keyboard layout you want.

5.     Select Troubleshoot, and then select Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.

Note: Be sure to select the

Troubleshoot option on this screen. Don’t select the Use a device option. If you select the Use a device option, your Surface will reboot from the USB recovery drive again and the reset process will start over.

6.     Choose either Just remove my files or Fully clean the drive. 

The option to clean the drive is more secure but takes much longer. For example, if you’re recycling your Surface, you should clean the drive. If you’re keeping your Surface, you just need to remove your files.

7.     Select Recover. 

Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.

Hope this will help!

Please keep us posted.

Regards,

Jonas_T

You can certainly try a wipe and reimage from a downloadable recovery image

https://support.microsoft.com/en-us/surfacerecoveryimage  but if it were me and

I had this issue on a brand new Surface, I would return for full refund and

repurchase. If you are in the US you should go to the closest physical retail

Microsoft Store (there are also 5 stores in Canada and 1 each in London, UK and

Sydney, AU)

https://www.microsoft.com/en-us/store/locations/find-a-store - they can handle

this at the stores.

HelloEruantalisse,

Thank you for reaching out Microsoft Community.  I appreciate that you perform other troubleshooting steps in your Surface device and I am sorry that it didn't resolved the issue, Since this device is new you can go to any local Microsoft store to perform another diagnostics and if the device needs to replaced and the store has available stock they can replace the Surface in the same day.  You may call the store first before coming in to check the availability of the device.

Thank you!

Please keep us posted.

Regards,

Jonas_T

Dear Jonas,

Thank you for your reply. Before I perform the actions, I am wondering if that is really needed. After all, I received it last Monday, so I own it for only 2 days and I didn't install any different software than I installed on my laptop, which doesn't have the problem.

Anyway, I performed the following actions for now:

• I scanned the memory with the MS Windows Memory Diagnostic tool (twice). It gave no errors.
• I performed the sfc/scannow action in the command prompt. It showed some damage, but it should be repaired (or so it said).

I hope that helps. If not, I will contact the local Microsoft service center for further assistance.

Kindest regards.