Brand new Surface Laptop 3 reboots randomly

Question

Hi,

Got brand new Surface Laptop 3 with AMD CPU, 16GB RAM and 256GB SSD yesterday. Problem is laptop reboots randomly, no BSOD, just reboots. In event log system there is a lot of errors with 'SurfaceSystemManagementFrameworkDriver', but details tab has not a lot info, just 'Invalid input. Type - 1849326800, Instance 509, Value 2894'.

I've this laptop connected to Dell 27" monitor via USB-C. I though maybe something to do with this, so also connected external power supply, still

reboots.

There are few similar threads about closing lid/sleeping, but in my case I don't close lid or put to laptop to sleep.

Any ideas what is going on before I return for replacement? Thanks in advance!

Answer 1

Rebooted 5 times during 1 hour this morning, loosing my work, is there any solutions at all??

Should I do factory reset and reinstall Windows even if it was a fresh install in the factory?

Answer 2

Hello ernisj,

Thank you for reaching out Microsoft Community. We really appreciate all the efforts that you did just to possibly resolve the issue. we will be reinstalling the operating system in your Surface Laptop here are the steps below:

Download and create a USB recovery drive

To download the recovery drive, you'll need:

·     A PC running Windows 7 or later.

·     A USB drive with a storage capacity of 8 GB or larger (16 GB or 32 GB for Surface Pro series)

Important Creating a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery drive.                                                                   

1.     Visit the page at https://support.microsoft.com/en-us/surfacerecoveryimage

2.     Sign in with your Microsoft Account (this is the email address we asked you for at the start of the call)

3.     From the list of Surface devices available, select the device that you need a recovery image for

Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device

4.     Download the recovery image using the button on the page

5.     When the download bar pops up at the bottom of your screen,

save the file in a location you will be able to find it.

6.     Create a recovery drive:

a.     Insert your USB drive into the USB port of your PC.

b.     From the desktop, open File Explorer

c.     Tap and hold or right-click on the USB drive and choose

Format

d.     Select

FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start

e.     Tap or click

OK to erase the contents of the USB drive

f.        Tap or click

OK when the format is complete

g.     On your PC, open recovery image that you downloaded by double-clicking it

h.     At the top of the window tap on

Extract and then Extract all. Select the USB drive you formatted earlier for the location and click

Extract.

Use a USB recovery drive to reset your Surface (Cannot load Windows):

1.     Make sure your Surface is turned off and plugged in, and then insert the USB recovery drive into the USB port.

2.     Press and hold the volume-down button while you press and release the power button.

3.     When the Microsoft or Surface logo appears, release the volume-down button.

4.     When prompted, select the language and keyboard layout you want.

5.     Select Troubleshoot, and then select Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.

Note: Be sure to select the

Troubleshoot option on this screen. Don’t select the Use a device option. If you select the Use a device option, your Surface will reboot from the USB recovery drive again and the reset process will start over.

6.     Choose either Just remove my files or Fully clean the drive. 

The option to clean the drive is more secure but takes much longer. For example, if you’re recycling your Surface, you should clean the drive. If you’re keeping your Surface, you just need to remove your files.

7.     Select Recover. 

Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.

Please keep us posted.

Regards,

Jonas_T

Answer 3

Hi ernisj,

Thank you for reaching out to Microsoft Community. We are sorry to hear about what happen to your Surface Laptop 3. Definitely this is not the experience that we want you to have.

This issue might be due to out dated drivers of the device considering that you just bough this device.

Please try these steps to troubleshoot the issue.

Method 1: Run Surface Diagnostic Toolkit and check Windows Update

Method 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 Laptop 3 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.

If this helps your concern, 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 4

Spoke too soon, AMD Audio trick didn't fix random reboots. Also, my Windows Updates are up to date, there is nothing else to install.

Answer 5

Hi Marrion,

Did all the steps as per your reply, still laptops reboots randomly. Any other ideas or should I return for replacement?

I'm thinking maybe should be getting one with Intel CPU, as looks like most problems are with AMD?