Windows 11 keeps crashing and freezing on MS Surface

Question

hello, I need help. I've updated my Surface drivers and done all system updates and run the Troubleshooter. Why is Windows 11 crashing and freezing so that I have to do a hard reboot? It's been going on for about 2-3 months.

Answer 1

Hi Erin,

That's great to hear that the tool found and repaired errors! It might be sufficient for now, but if the issue persists, sharing the results could help in diagnosing further.

For now, let's monitor your Surface to see if the crashes and freezes continue. If they do, you can share the results, and we can look deeper into the logs and errors.

To help other customers who may be facing the same issue, please click 'Yes’ underneath the post that had the solution for you. This highlights the information for other customers.

Thanks for your cooperation. Feel free to reach out if you need any more assistance!

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist

Answer 2

Hi Erin,

Welcome to Microsoft Community.

I'm Hahn and I'm here to help you with your concern.

I'm sorry to hear you're experiencing these issues with your Surface device. Let's try a systematic approach to diagnose and resolve the crashing and freezing problems on your Windows 11 system. Here are some steps you can take:

• Run the System File Checker (SFC) and the Deployment Imaging Service and Management Tool (DISM) to check and repair corrupted system files: Use the System File Checker tool to repair missing or corrupted system files - Microsoft Support
• Check Event Viewer for Errors

The Event Viewer can provide more details about what's causing the crashes:

1. Press Win + X and select Event Viewer.
2. Look for errors under Windows Logs > System and Application.
3. Identify any critical or error messages that correspond with the times your system crashed.

• Run the Surface Diagnostic Toolkit: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support
• Safe mode starts Windows in a basic state, using a limited set of files and drivers. If a problem doesn't happen in safe mode, this means that default settings and basic device drivers aren't causing the issue. Observing Windows in safe mode enables you to narrow down the source of a problem, and can help you troubleshoot problems on your PC. Start your PC in safe mode in Windows - Microsoft Support

By following these steps, you should be able to identify and resolve the issue causing your Surface to crash and freeze. If there is anything not clear, please do not hesitate to let me know.

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist

Answer 3

Thank you, Hahn. The tool states that it found errors and successfully repaired them. Is it useful at all for me to share the results with you, or should this be sufficient now?