Laptop extremely slow when unplugged from charger

Question

I only got this laptop in February (2020) and it worked fast at first but i started noticing it getting extremely slow and would crash when I would use zoom but work fine when attached to the charger. then it started behaving this way more frequently and even when i would try to stream netflix or hbo it would be pretty slow unless connected to the charger. i spent a lot of money on this laptop and it is extremely disappointing that it is already inefficient less than 5 months into owning it.

Answer 1

Hi, LOluwatosin1!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn about the slow performance issues you have with your Surface Book 2 when running on battery power. Thanks for noting that it doesn't happen when plugged in. We appreciate you taking the time to let us know about this. 

Kindly run the system file checker to check if there are corrupted system files that are just looping around causing the Surface device to crash and freeze.  To run the system file checker, type Command Promp****t on the search box next to the Windows icon and run it as administrator. Once done, type and enter sfc /scannow. Let it load, detect, and repair those corrupted files. Whether it detects a corrupted file or not, restart your Surface device and please run the Surface Diagnostic Toolki****t. 

After running the Surface Diagnostic Toolkit, kindly uninstall/reinstall the display driver in Device Manager.

Open Device Manager

Expand Display Adapter

Right-click on the driver available and select "uninstall device". Please leave the box unchecked if a pop up shows up before you can uninstall the driver successfully. Once done, restart your Surface device to reinstall the driver and check if this is working fine now.

If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if you need further assistance.

Kind regards,

Janette_Z

Answer 2

Hi thanks for the prompt reply but it still didnt work!

Answer 3

Apologies for the late response, LOluwatosin1.

We're sorry to learn that the issue still presents itself. We recommend that you perform a Reset. Check these forms of Reset below: 

Fresh Start:

            Fresh Start is the least intrusive form of reset.

            You will not lose any files or personal information.

            You will need to reinstall desktop programs.

            Fresh Start also ensures you have has all available updates once complete.

            If there is an issue with Windows itself, the issue may still occur after a Fresh Start.

USB Recovery:

          This option reimages the entire device, including the partition on the hard drive.

          It is the most complete form of reset.

          You will need to back up your personal data.

          You will need to reinstall desktop apps. You will need to run updates after completion.

          If the issue occurs after a reset, then the root cause is very likely hardware related.

          You will need to download and set up a recovery image on a USB drive. Open USB recovery link to get started. The information on what size and type of drive is provided at the destination page.

If the issue still persists after doing a reset, please Contact Microsoft Support for further assistance.

Regards,

Janette_Z