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Surface Pro 5 (i7, 16GB, 1TB) gets so hot it becomes unusable

Anonymous
2023-05-23T07:00:44+00:00

I have a Surface Pro 5 with i7, 16GB memory and a 1TB SSD. It only runs Microsoft software, e.g., Edge, Teams, Office apps, etc.

Whether plugged into the power or not it runs very hot and becomes unusable (screen still visible, mouse can move erratically) and. In the task manager I can see that the CPU is running low (<50%). It is most frustrating when on a Teams meeting and everything just stops. I've tried everything over the past few months per advice in these forums, but nothing works.

I do have a laptop fan device that I can lean the Surface Pro on whilst at my desk which is sufficient to keep it cool and running. When I travel or move away from my desk the Surface quickly becomes unusable.

I really like my Surface but if this cannot be resolved I will be looking to swap to another device brand.

Cheers

Brad

Surface | Surface Pro | Performance and maintenance

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
    2023-06-04T19:09:55+00:00

    Hi Brad Adler1,

    We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

    Thank you for understanding. 

    Kind regards,

    Lavenia

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  2. Anonymous
    2023-05-25T06:28:18+00:00

    Rodelio,

    Hi. I will give this a go on the weekend but not confident it will fix this issue.

    If this does not work, then what are my options?

    Cheers

    Brad

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  3. Anonymous
    2023-05-24T09:30:19+00:00

    Rodelio,

    Hi. Thanks for response. To answer your questions:

    1. No, I have not done a recovery image reset. Do you mean a full factory reset?
    2. The SSD have 50% free space.

    Note: I am prepared to try a recover image reset but doubt this will make a difference.

    Cheers

    Brad

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  4. Anonymous
    2023-05-24T15:12:56+00:00

    Hi Brad!

    Thanks for reaching back to us!

    If that's the case, our last option here to troubleshoot the issue is to perform a recovery image reset. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset. Please make sure to back up all of your important documents since this reset will delete all of your files and applications installed on your Surface device. Before you begin, you must have at least an empty 16GB/32GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image.

    To proceed, please follow the detailed instructions in Creating and using a USB recovery drive for Surface - Microsoft Support.

    Please let us know with how it goes. We look forward to hear from you.

    Regards,

    RodelioP.

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  5. Anonymous
    2023-05-23T14:28:39+00:00

    Hi Brad!

    Thanks for reaching Microsoft Community. We're sorry for the inconvenience this may have caused you. We're here to help and let's work on this together.

    I understand you're having issues with your Surface device that overheats. Happy to help and provide more options here.

    To further isolate the issue please allow us to ask a few questions.

    • When you say you have done everything on the troubleshooting already, have you performed the recovery image reset already. That basically is our last option to troubleshoot the issue.
    • Have you checked if how much storage you have left?

    Before considering any troubleshooting options, please first make sure your device is up to date. To check for updates, just follow these steps:

    Start> Settings> Update & Security> Windows Update> then check for updates and install any available updates.

    We'd love to provide you more information about this however, we may need to wait for your response to the questions above to ensure that we understand your concern correctly and we can provide the necessary information.

    Regards,

    RodelioP.

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