Microsoft Laptop Go 2 freezing many times

Question

I have used my Microsoft Laptop Go 2 for 1 year and I faced the problem about window freezing many time especially when I open window security icon. Sometime, the mouse and keyboard do not response. this causes me to restart the device many times and makes me inconvenient to use it.

From my point of view, the main problem might be software or operation system in The Microsoft surface Laptop Go2. Before I inform this information to you, I have changed the device for 3 times with Microsoft, but the problem is not disappear.

Please kindly response my doubt and provide any useful suggestion to solve the problem.

Answer 1

Hi Puntasith Charoenpanichpun,

Thank you for reaching out to us regarding the freezing issue you are experiencing with your Microsoft Surface Laptop Go 2. I understand how frustrating it can be to have your device freeze up, especially when you are trying to work on something important.

Here are some possible causes and solutions that you can try:

1. Outdated or corrupted drivers - outdated or corrupted drivers can cause your device to freeze up. You can try updating your drivers by going to Device Manager, right-clicking on the device, and selecting "Update driver." You can also manually update the drivers and firmware of the device by downloading and installing the msi driver package from this page under Manually update Surface drivers and firmware section: Download drivers and firmware for Surface - Microsoft Support
2. Malware or virus - malware or virus can also cause your device to freeze up. You can try running a full scan of your device using Windows Defender or any other antivirus software that you have installed.
3. Corrupted system files - corrupted system files can also cause your device to freeze up. Try running the Surface Diagnostic Toolkit on the device to run some system checks and repairs. See: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support

If none of the above solutions work, you can try resetting your device to its factory settings. Before doing so, make sure to back up all your important files and data. Here's how to reset your device:

1. Go to Settings > Update & Security > Recovery.
2. Under Reset this PC, click on Get started.
3. Choose whether you want to keep your files or remove everything.
4. Follow the on-screen instructions to complete the reset process.

I hope these solutions help resolve the freezing issue you are experiencing with your Microsoft Surface Laptop Go 2. If you have any further questions or concerns, please do not hesitate to reach out to us.

Kind regards,
Marrion

Answer 2

I have followed your suggestion, but the problem is still remain. It occured randomly. If you have other case ike this please share me the solution.

Answer 3

Hi Puntasith Charoenpanichpun,

Thank you for the response and sorry to hear that still the issue persists even after the steps suggested including doing a reset. It is possible that the Windows image installed on the device is corrupted already and that is why that even after doing the reset, issue persists. For this case, I would recommend doing a clean installation of Windows instead through USB Recovery using the Surface Recovery Image. This option will reimage the entire device and reload Windows including the drivers and firmware. It is the most complete form of Reset and it will wipe out everything on the device. You will need also a 16GB/32GB of flash drive that must be formatted into FAT32 prior to downloading the Recovery Image. See the steps below for guidance.

How to Download, Create and Use a USB recovery drive

To download the Recovery Image:

• You'll need another working device running on Windows.

1. Go to: Download the recovery image for your Surface
2. Sign in with your Microsoft Account
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.

 Format USB Drive:

• Note: Formatting 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. Insert your USB drive into the USB port of your PC.
2. From the desktop, open File Explorer
3. Tap and hold or right-click on the USB drive and choose Format
4. 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
5. Tap or click OK to erase the contents of the USB drive
6. Tap or click OK when the format is complete

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
2. Select the USB drive you formatted earlier for the location and click Extract.

Use a USB recovery drive to reset your Surface:

1. Shutdown the Surface
2. Insert the USB recovery drive into the USB port
3. Press and hold the volume-down (-) key
4. Press and release the power button
5. When the Surface logo appears, release the volume-down (-) key
6. Surface will start the recovery software on the USB recovery drive
7. When prompted, choose your language options and keyboard layout
8. Select Troubleshoot
9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
10. If prompted, select Repartition the drives
11. If prompted for BitLocker Key, tap Skip this Drive

Let me know how it goes.

Kind regards,
Marrion

Answer 4

I have not yet done as your recommendation as I have just upgrade Windows 11 version 23H2 lastweek. Hence, I want to wait and see the result of this.