Surface Book Freezing Randomly

Question

Occasionally, my brand new Surface Book would freeze. So far, every time it has frozen, I happened to be watching a video. 

• Keyboard functions would go unresponsive, though the keyboard is still lit up.
• Detach button works perfectly fine.
• Occasionally, I am able to use swipes on the screen, such as swiping from the right to open the action center of swiping from the left to display all tasks. - I cannot open any application or task manager when this happens. 

I can only solve this through holding the power button and forcing a shutdown and restart.

Does someone know how to fix this?

Note: 

I have Windows updated and have

Answer 1

Hi Kenny,

There are few reasons why you are getting this issue. One of which may be due to an issue with its software. We suggest that you download and run the Surface Diagnostic Toolkit as it helps fix common Surface problems.

You can also install the latest Firmware and drivers for Surface. Choose all the updates from the list.

Let us know if this helped resolve your concern.

Regards.

Answer 2

Thanks for the suggestions Jasmine!

I tried updating my firmware, and the Surface Diagnostic Toolkit didn't detect any errors for me.

Unfortunately, the problem is still persisting on my machine. I have the 1st gen SurfaceBook with Performance Base.

I also noticed that this only happens when I'm watching videos on YouTube. (Weird huh?)

If it's useful, I use Google Chrome to browse. Also, this is very definitely linked to the combo of Youtube + using Adobe programs on my machine. I've done exhaustive testing, and this combo is the only one that results in freezing for me. (Tested with Photoshop and Illustrator specifically)

All of the noted behaviors that the OP listed apply to me as well. One interesting tidbit is that if I'm plugged in when the freezing begins, unplugging from a power source always helps to buy me some time before my computer fully freezes. (time to save my work and exit programs properly) I'm not sure why, but disconnecting my power cable seems to snap Windows out of it for a few precious seconds.

Thanks in advance for reading this. If there's another place you recommend that I submit bugs too, just let me know and I'll create a formal ticket for Microsoft.

Answer 3

Hi,

We encourage you to submit your issue using the Feedback Hub. You can either vote on an existing submission or submit a new issue. When you submit a feedback item we gather additional details and information about your issue that will help determine what's causing it and address it. Feedback items regularly receive Microsoft responses on the submissions in the Feedback app so you can see what we are doing about your feedback. Please revisit frequently to see the status of your feedback items.

Thank you.

Answer 4

Wattpad frezzes all time