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Surface Pro 11 ARM Download Speed Issues and Using Movies & TV app lags/stalls

Anonymous
2025-02-12T23:55:32+00:00

I am requesting Microsoft fix these issues ASAP. Or suggest a higher tier of support.

First Download speed and possibly upload. I have up to Down 1Gb/s and Up 40Mb/s transfer from my provider, my other systems, Macbook Pro M3 and Razer Blade 16 all max out at about 900+ Mb/s

Surface Pro 11 at a whopping:

so I do this:

  • Enable WWAN and WLAN services, these services are essential to run the Wireless and wired connection perfectly.
  • Open Services (Press Windows key + R then type in services.msc then click OK)
  • Look for WLAN Autoconfig and WWAN Autoconfig> Right-Click Properties and set it to automatic (If it's already set to automatic, right-click then click stop then start it again)
  • Restart the PC and check

https://answers.microsoft.com/en-us/windows/forum/all/windows-11-is-limiting-my-internet-speeds/bd9d0d11-c11a-48bc-9b4c-a15f952551b1

It runs perfectly I get 900+Mb/s, but if I restart/update/shutdown and turn on again.

I get the same low end download speed. Where's the true fix and no more band aids.

I watch movies on Movies & TV app. Always a disappointment, but when maximized/full screen, if I move my mouse it stalls or lags. it USED to just freeze. This issue has something to do with showing the scrolling/scrubbing, play, rewind, fast forward options when it appears (moving the mouse/trackpad).

In small windows or adjusted window it works fine.

This needs to be fixed, it's ONLY on the Surface Pro 11, Surface Pro 9 works fine and everywhere else.

Any Expert help would be great. Please do not me too reply.

Surface | Surface Pro | Network

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  1. Anonymous
    2025-02-13T02:55:41+00:00

    Hello, kenncar.

    Welcome to Microsoft Community!

    Before replying to your question, I hope you can understand that the community support has not been involved in the design of the product, and Microsoft's development team is not in the community at the moment. As an agent, we are not affiliated with Microsoft, and we are mainly interested in sharing possible suggestions or guidelines for users with real problems.

    I really appreciate your description of the problem, and it's obvious that you have a lot of knowledge about computer issues as well. You have used some network level troubleshooting methods which are worth trying.

    The slow transfer or download speeds of the Surface Pro 11, as well as the lagging issues encountered when using media apps, appear to be related to the performance of the device. For example, the RAM is not running well. So allow me to continue to narrow down the problem by sharing the following with you.

    The first step is to update and optimize the drivers, you can manually get the driver and firmware installer for your Surface Pro 11 to troubleshoot unknown driver faults and maintain device performance:

    Download Surface Pro 11th Edition Drivers and Firmware from Official Microsoft Download Center

    Please reboot your device after the download is complete to apply the driver update. This can help us troubleshoot driver issues originating from the hard disk or RAM.

    Using the above steps and the network troubleshooting you have tried, we were able to troubleshoot issues originating from the driver and the network connection.

    You can also try running the Surface Diagnostic Toolkit to see if the device still has location issues. Any results are worth sharing:

    Fix common problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support

    If the problem persists, it is necessary to consider whether this Surface Pro 11 has a hardware performance problem.

    As I am not in a position to directly assist you in debugging your device, I recommend you to contact the Surface Technical Support team for more efficient hardware service.

    I share with you the steps to create a service order 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 transfers are slow and unresponsive", 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.

    These are some of the possibilities I can share with you at this time.

    I wish you all the best.

    Best Regards.

    Leo.L - Microsoft Community Support Specialist

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  2. Anonymous
    2025-02-19T05:51:51+00:00

    Hi, kenncar.

    Thank you for your reply.

    The Microsoft community is primarily geared towards solving common practical problems for basic users, and we are also primarily geared towards providing advice to basic users. In fact this doesn't change over time.

    I also appreciate your point about how VPNs interact with the ARM architecture, in my experience I do understand part of the rationale.

    I hadn't thought of this possibility from your original question description, but the solution of this issue is beyond the scope of support in the Surface section of the Microsoft community.

    For this type of issue, I would recommend posting your question in the advanced community Microsoft Learn. This is primarily for users with advanced usage needs. There will be many amazing moderators and volunteers to share their thoughts with you.

    Thank you for your understanding and interest in the Microsoft community.

    Best Regards.

    Leo.L - Microsoft Community Support Specialist

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  3. Anonymous
    2025-02-16T11:28:05+00:00

    Thanks for your response Leo,

    Unfortunately the assistance is for basic users. I appreciate help from peeps, but I require more than basic windows troubleshooting. Also I did mention 2 issues.

    Basic:

    Surface Diagnostic Toolkit

    Microsoft Updates

    I require more in-depth troubleshooting.

    It looks like VPNs (surf shark / cyber ghost) have been effecting Surface Pro 11 ONLY.

    • so it is NOT Hardware, it's just how the software is interacting with ARM, which can be fixed by software. Possibly a TAP issue.

    No solution so far - just ARM issues.

    Movies & TV -

    This has been an issue since I have had the device and some people have reported this problem.

    Software issue - ONLY happening with Movies and TV app

    VLC and browsers play videos fine. The problem with Microsoft is that movies purchased through Microsoft can NOT be played anywhere else that does NOT work Moviesanywhere studios.

    Finally, tech support with most companies can never help me. outsourced support takes hours with no resolution and they are dishonest. Most of the time, my issues when I require help ONLY higher level techs can help. I thought I would try again on here after a few years to see if anything has changed.

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  4. Anonymous
    2025-02-16T11:25:24+00:00

    Thanks for your response Leo,

    Unfortunately the assistance is for basic users. I appreciate help from peeps, but I require more than basic windows troubleshooting. Also I did mention 2 issues.

    Basic:

    Surface Diagnostic Toolkit

    Microsoft Updates

    I require more in-depth troubleshooting.

    It looks like VPNs (surf shark / cyber ghost) have been effecting Surface Pro 11 ONLY.

    • so it is NOT Hardware, it's just how the software is interacting with ARM, which can be fixed by software. Possibly a TAP issue.

    No solution so far - just ARM issues.

    Movies & TV -

    This has been an issue since I have had the device and some people have reported this problem.

    Software issue - ONLY happening with Movies and TV app

    VLC and browsers play videos fine. The problem with Microsoft is that movies purchased through Microsoft can NOT be played anywhere else that does NOT work Moviesanywhere studios.

    Finally, tech support with most companies can never help me. outsourced support takes hours with no resolution and they are dishonest. Most of the time, my issues when I require help ONLY higher level techs can help. I thought I would try again on here after a few years to see if anything has changed.

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  5. Anonymous
    2025-02-16T08:44:57+00:00

    Hi, kenncar.

    I noticed you marked my reply as unhelpful.

    Can I ask if you ran the Surface Diagnostic Tool and found any results?

    You can let me know how your device is currently operating.

    In the meantime, it's not hard to understand that after we've tried most of the options at the system level, seeking hardware support for the Surface device would be the next reliable option.

    Your device should still be under warranty and any issues such as slow transfers caused by hardware or performance issues may be alleviated.

    I am responsible for providing the right advice for your actual problem. And I will follow your incident. So let me know of any developments.

    Best Regards.

    Leo.L - Microsoft Community Support Specialist

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