Microsoft Surface Frame Drop

Question

Hello,

I'm running Windows 11 where there were no annoying bugs before, but in the past month when I opened the type cover to continue using from standby, my surface experienced a frame drop and I took the initiative to close all windows so that it became normal again. I thought this was a bug from windows and I did some updates until it was up to date, but this incident repeated itself when getting up from standby.

One week later, I downgraded to windows 10 because I thought windows 11 still had bugs, and it was still the same. After waking up from standby, I had to close all previously open windows to avoid frame drops. Is there a solution to this problem? Even though I asked this question, my windows has been updated to the latest version, but it's still the same. Thanks for the answer!

Answer 1

Hi Bowoadis

We value your contribution to the Microsoft Community. I'm sorry to hear that your Surface device is exhibiting frame drops. Numerous things, such as out-of-date drivers, software incompatibilities, or hardware problems, could be the source of this problem.

In order to confirm that this is not a software-related problem, we will download and install the recovery image on your Surface device if you have downgraded to Windows 10 and the problem still exists. The recovery image is a fresh Windows installation specific on your Surface device.

To Download USB Recovery Image -Surface Recovery Image Download - Microsoft Support 

REQUIREMENTS:

To ensure compatibility with your Surface device, it is recommended to use a USB flash drive with a minimum storage capacity of 16 GB to 32 GB and format it to FAT32. If the storage capacity exceeds 32 GB, it is not possible to format it to FAT32 as only XFAT and NTFS options are available. Please note that if a USB flash drive is formatted to XFAT or NTFS, it will not be detected on your Surface device.

NOTE: Creating a recovery drive will erase all existing files that are stored on the SSD drive. Make sure to transfer any important data on your USB flash drive to another storage device before you proceed.

Once the download is complete, create a folder on your desktop and rename it to ‘recovery’. Extract the recovery image to the folder you created on your desktop. After the extraction is complete, select all the files in the folder and copy and paste them directly to your USB flash drive. Do not copy the folder directly to the USB. Once the copying is done, remove the USB and connect it to your Surface.

When you are ready, please click this link Creating and using a USB recovery drive for Surface - Microsoft Support to follow the step on how to use the recovery image.

If none of the above step's work. Despite of all the troubleshooting we have tried, it would be more beneficial for you to reach out our assisted support team so they can further check your device remotely. You may reach them by following the instructions below.

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You can also check this forum article for a more detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

You can also click this link for the phone number. Global Customer Service phone numbers - Microsoft Support

Thanks again for choosing Microsoft. Hope this helps!

Kind regards

Christopher.

Answer 2

Hello Bowoadis

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 (microsoft.com) Thank you for understanding.

 Regards,

Christopher