Surface Book Gen 1 Freezing

Question

Hello,

I have a surface book generation 1 that is consistently freezing. I have updated windows to the latest version, updated the drivers, restarted etc. I've ran the diagnostic tool as suggested previously, none of this has stopped the problem. 

Looking for a solution, please advise.

Answer 1

Hello andyreynolds5,

Thanks for reaching Microsoft Community and posting your concern here.

We suggest to try these methods:

• Run Anti-virus. Go to Settings > Update & Security > Windows Security > Virus & Threats protection > Scan options > choose Full Scan > select Scan now.
• Updatedrivers and firmware Check what is the current OS Build of your Windows version by typing winveron the search barnear the Windows logo. Go to **Download driver and firmware for Surface,**choose (your Surface model) then click Download.
  Choose the .msi file that matches or nearest to your current OS Build and click Next.
  After downloading, run and install the .msi then Restart.
• Run System File Checker in Windows 10.
• Perform a Memory diagnostic. From Search, type Memory Diagnostic and run the Windows Memory Diagnostic program. Check Windows stops responding on Surface for more info.

If issue persists, we would highly recommend that you reset the Surface using a USB Recovery Image. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset.  You must have at least 16GB/32GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image. 

Note: Thisremoves all the files and apps on your device. You will need to back up yourdata and reinstall the desktop apps or run updates after the completion.

To download the Recovery Image:

1.     Visit the page at http://www.surface.com/support/warranty-service-and-recovery/downloadablerecoveryimage

2.     Sign in with your Microsoft Account (this is the email address we asked you for at the start of the call)

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:

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

2.     At the top of the window tap on Extract and then Extract all. Select the USB drive you formatted earlier for the location and click Extract.

Perform USB recovery image:

1.     Turn the Surface off by pressing the power button

2.     Insert the USB recovery drive into the USB port

3.     Press and hold the volume-down (-) rocker

4.     Press and release the power button

5.     When the Surface logo appears, release the volume-down (-) rocker

6.     When prompted, choose your language options and keyboard layout

7.     Select Troubleshoot

8.     Select Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.

9.     If prompted, select Repartition the drives.

Hope this helps.

StevenK