New Surface Pro 6 Constantly Freezing

Question

Hello,

I recently purchased a Surface Pro 6.  I opened the box, plugged it in for a few hours and turned it on for the first time last night.

The startup process began like normal, and then at a certain point the screen froze while loading.  I waited about 20 minutes and it was still frozen, I could not interact with anything still so I held the power button to shutdown.  I turned it back on, the process made it to the connect to a network part this time, and then the same issue occurred.  This happened 3 more times during the process before finally completing the initial startup.

After completing, I made it to the desktop, checked a few settings and then opened MS Paint to check my stylus, after drawing a couple lines it froze once again forcing me to restart.  I gave up for the night.

This morning I turned it on again to see if anything changed.  This time I even connected a mouse to see if maybe it was the touchscreen causing issues.  I log in, make it to the desktop, no issues.  Then I open a browser.  After typing in google and preparing to go to the website the Surface freezes yet again.

Have any others had this freezing issue, am I doing something wrong/is there a way to fix this?  Every time it's frozen up has been only after a couple minutes of turning it on which is ridiculous and makes it pretty impossible to use.  Disappointed and will probably return.

Answer 1

Hi foxypigeon,

Thank you for reaching out to Microsoft Community.

Please run these steps on your Surafce Pro 6v first then observe if still the freezing issue persist:

1: Run Surface Diagnostic Toolkit and check Windows Update

2: Update drivers and firmware

                               Check what is the current OS Build of your Windows version by going to Settings > System > About.

                               Go to Download driver and firmware for Surface, choose Surface Pro 6 then click Download on the next page.

                               Choose the .msi file that matches your current OS Build and click Next.

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

3: Run System File Checker Tool in Windows 10

If still the issue persist, you do have an option to return the device for refund and repurchase. You may contact support through our Global Customer Service phone numbers for assistance or the retailer if the device was bought through a 3rd party retailer.

If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

Kind Regards,

Marrion Y.

Answer 2

I attempted to follow the steps listed multiple times, but it's impossible because the Surface still freezes every single time I get to the desktop and do anything.

Literally seconds after powering it back on and it just freezes again.  Open the start menu, freeze, shut down, restart.  Try to use the search box instead? Freeze, shutdown, restart.  It's not a momentary thing either.  I have let it sit multiple times to see if the it would eventually start functioning again, but nope... just stays frozen.

Looking like I'll be returning it.