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[Surface Pro 11] Freezing/Stuttering when going in/out of Full Screen Videos

Anonymous
2024-12-29T18:01:46+00:00

Hi All,

I recently got my first Surface Pro 11 (Snapdragon X Elite, 32GB, 1TB, OLED).

The issue I am facing is that whenever I am switching in and out of full-screen mode on any video (on any browser, like Chrome, Edge, or even locally saved MP4 videos, or even apps like YouTube, Netflix, Disney+), it freezes the video and my mouse cursor for a few seconds, but the audio still continues to play just fine. Then after these few seconds, the video catches up and the system is responsive again.

Is anyone else having this issue? Windows Update is all good, and I also tried updating the video drivers to the most current reference ones. No luck so far.

Edit: the issue only happens when I am using an external monitor (Alienware 2560x1440) via USB-C connection.

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
    2024-12-30T06:41:42+00:00

    Hello Gustavo,

    Welcome to Microsoft Community.

    After fully reading everything you've posted, can I assume that you won't experience freezing issues if you use the Surface Pro 11 directly to play videos in full-screen mode without connecting to an external display?

    So in fact I think you may have found the source of the problem, but from this information alone, it is impossible to tell why this exception is occurring. After a few queries on similar issues, I found this thread:

    Win11 24H2: Fullscreen videos are freezing in all browsers, while - Microsoft Community

    Customers report similar problems only occur with activated hardware acceleration and on different monitors.

    This problem seem to stem from compatibility issues with the 24H2 update, which has been reported by a number of community users. So if you're still looking for some solutions, I recommend checking for updates in Windows Update as a priority. Some recent updates may be able to mitigate or fix the glitch you are experiencing. If the exception persists, refer to Shawn's reply message.

    If there is any progress on the issue, please do not hesitate to share it here.

    Best Regards,

    Mitchell | Microsoft Community Support Specialist

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  1. Anonymous
    2025-01-10T04:53:09+00:00

    I have the same problem with my Surface Tablet 7. I'm not sure I want to try his fix, though. Seems complex. Can you help me, please?

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  2. Anonymous
    2025-01-10T04:51:13+00:00

    I have the exact same problem on my Surface Tablet 7. I hope they find a solution quickly.

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  3. Anonymous
    2025-01-01T01:50:56+00:00

    Hi Gustavo,

    I am very glad to know that this scheme is effective. I will record this scheme and share it with other customers who encounter similar problems.

    If you have further questions about using Microsoft products in the future, please feel free to post a new thread here.

    Happy New Year.

    Best Regards,

    Mitchell | Microsoft Community Support Specialist

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  4. Anonymous
    2024-12-31T20:32:09+00:00

    This solved my issue with an external monitor on Surface Pro 11. Thanks a lot!!

    Here's the solution:

    Press WIN+R and type regedit.

    Navigate to the following path:

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Dwm

    Create a new DWORD (32-bit) value named OverlayTestMode.

    Set the value of OverlayTestMode to 5

    When finished, close the Registry Editor and restart the computer for the changes to take effect.

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