Surface Laptop 4 keeps randomly shutting down - blue scree

Question

Dear community,

I bought recently a surface laptop 4 for professional use. I have been using it only a few times over the last 2 weeks but already 4 times the system randomly shows a blue screen. What failed: dxgmm2.sys.

I already ran all updates, installed new drivers,... no solution.

What's wrong? Who can fix this?

Thanks!

Tim.

Answer 1

Hi Tim Van Kaem,

Thank you for reaching Microsoft Community.

May I know which Surface Laptop 4 configuration do you have? AMD or Intel?

Does the bluescreen occurs when you run or open a specific app or do a specific task on the device of t just happens randomly?

What are the accessories or peripherals connected to the device when the bluescreen occurs?

For now, please try running these steps on your Surface Laptop 4 then observe if still the bluescreen error occurs again:

1: Run Surface Diagnostic Toolkit and check Windows Update

2: Update drivers and firmware

                               Go to Download driver and firmware for Surface, choose Surface Laptop 4 then click Download on the next page.

                               After downloading, run and install the .msi then Restart.

3: Run System File Checker Tool in Windows 10

Answer 2

Hi Marrion,

I'm running Intel. I did already run all steps mentioned above.

Anything else I can do?

No peripherals connected except surface mouse and keyboard via bluetootk

Thanks!

Tim.

Answer 3

Same issue here. Purchased this Surface Laptop 4 after having terrible luck with 2 different Dell XPS 13s. The Surface locks up some times for a few minutes and then resumes. Sometimes it locks up and it doesn't resume and the only option is to hold the power button down. And, it also blue screens from time to time. Surface diag tool says all if fine. All Windows update and Surface updates applied. CEO is about to string me up. Need a solution.

Answer 4

Hi Tim Van Kaem,

Thank you for the response.

"dxgmm2.sys" is a Windows files that is associated with the graphics rendering capabilities of the device. Kindly try these steps below in updating, uninstalling and re-installing the graphics driver of the device.

1: Update driver

Open Device Manager, expand Display adapters

Double-click on Intel Iris Xe Graphics, go to its Driver tab

Take note of the Driver version first then share it with us here

Select Update driver then choose Search automatically for updated driver software

2: Uninstall/re-install driver

Open Device Manager, expand Display adapters

Right-click on Intel Iris Xe Graphics

Select Uninstall device

Note: Leave box unchecked to Delete the driver software option

Restart the device after uninstalling

After doing the steps, please observe if still the issue persist.