Microsoft Surface Laptop 3 (freezes and stops working)

Question

Good day

Microsoft Surface Laptop 3, stops working, the screen freezes. 
And you have to turn it off extensively. But when turned on, he does not want to turn on the first time. 
I have to press the power button of the laptop undermine (As if I ask him about it so that he turns on). 
Once a blue screen appeared where it was written that there was a problem with "igdkmdn64.sys". 
I returned the updates back. It got better, but the problem remained. 
I don't use Skype if anything. I don't even have it. 

Please advise what to do? 

Thank you

Moved from Russian forum.

Answer 1

Hi Den_Gran,

Thanks for reaching out to Microsoft Community and posting your inquiry.   

We suggest the methods below:

• Run Surface Diagnostic Toolkit and check Windows Update.
• Run the System File Checker.
• Check the CPU usage on the task manager.
• Set the device performance to Best Performance. Go to the Battery Icon > use the slider to slide to Best Performance.
• Install the drivers package. Check the specific OS build of your Windows Settings> System> About. Download the driver and firmware for Surface, choose Surface Laptop 3 and click download on the next page. Please choose the .msi file that matches your current OS Build and click Next. After the download, runand installthe .msi then Restart the Surface Device.

If the issue still persists, please re-image the Windows System using USB recovery. This process will wipe everything out on your device and install a fresh operating system. Please make sure that you have back up your files and data either in an External Hard drive or use your OneDrive app. You’ll need a USB (USB stick) with at least 16GB/32 GB and format it clean (make sure that you have chosen FAT32 as the file system while formatting the USB). You'll need a PC running Windows 10 or Surface Device to download the system files/recovery image on the Microsoft Website.    Note: USB/Flash drives are the only required device for you to perform the follow steps below successfully.• Download the System Files or Recovery Image:1. Go to the Download a recovery image for your Surface.2. If you’re signed in with your Microsoft account, you will be prompt to choose the device from the list of devices on your Microsoft Account. If you’re not signed in, choose a product on the drop-down menu and provide the Serial Number of the device.3. Once the download is finished, go to the file, right-click and choose Extract all then choose the USB/Flash drive.

• Perform the USB recovery: 

1. Shutdown the device by pressing/holding the power button for 10 seconds until it’s off.2. Insert the USB recovery drive into the USB port. 
2. Press and hold the power button for 15 seconds.
3. Choose your language options and keyboard layout. 
4. Select Troubleshoot. 
5. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC. If prompted for BitLocker Key, tap Skip this Drive. 
6. Select “Recovery”.

Keep us updated by replying on this thread.

Answer 2

Good day.

Thank you very much for the advice.

And if I reinstall (do a system restore). My files are lose? And will the Windows 10 license disappear?

Thanks in advance for your reply

Yours faithfully, Den

Answer 3

All files will be deleted if you re-image the Windows system, Den_Gran. It should not affect the Windows 10 license of your device.