Surface Laptop / Windows freezes YouTube

Question

Can anyone tell me why my application freezes (Not Responding) every time I land on a page that has a YouTube Video?

It freezes (Not Responding) for a full minute or two and then plays. But if there is another Youtube video below it and I scroll down...it freezes (Not Responding) on that video as well. The problem is persistent.

Thanks for your suggestions on this

Answer 1

Hello MydFrank1,

Thanks for reaching out to Microsoft Community.

We're sorry to hear about this freezing issue on your device. We understand how frustrating this could be. Definitely, not the experience we want you to have.

In this case, it might be an issue with the device drivers or other software conflicts. So, please give these methods a try and see if it improves the performance of your device.

Force a shut down and restart your Surface

• Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

Run the Surface Diagnostic Toolkit

• In the search box on the taskbar, type Surface Diagnostic Toolkit, then select it in the list of results.
  If it's not already installed, you can download it from the Microsoft Store.
• Follow the on-screen instructions in the Surface Diagnostic Toolkit.

Update Windows. Ensure all pending updates are installed.

• Check for Windows updates. Select Start > Settings > Windows Update.

Download and install drivers and firmware for Surface

• Check what is the current OS Build of your Windows version by typing winveron the search barnear the Windows logo.
• Go to Download driver and firmware for Surface**,**choose (your Surface model) then click Download.
  Choose the .msi file closest to your current OS Build and click Next.
  After downloading, run and install the .msi then Restart.

Run the System Scan in Windows

• Follow instructions on Using System File Checker in Windows (microsoft.com).

Perform a Memory Diagnostic

• From Search, type Memory Diagnostic and run the Windows Memory Diagnostic program.

Check Windows stops responding on Surface for more methods.

Let us know how it goes. We look forward to hearing from you.

Regards,

StevenK

Answer 2

I can try these again but most of these recommendations {#1, 2, 3, 5, and likely 6} I have previously tried.

I believe we may be dealing with a defective unit. I've had repeated issues with this unit since I bought it (starting with month 1 after my purchase).

This unit should have been replaced by Microsoft, which I did request.

Answer 3

Thanks for keeping us posted, MydFrank1.

In that case, we may need to try reimaging your device. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset.  You must have at least an empty 16GB/32GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image.

Note: This removes all the files and apps on your device. You will need to back up your data and reinstall the desktop apps or run updates after the completion.

Format USB Drive:

1. Insert your USB drive into the USB port of your PC.
2. From the desktop, open File Explorer
3. Tap and hold or right-click on the USB drive and choose Format
4. 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
5. Tap or click OK to erase the contents of the USB drive
6. Tap or click OK when the format is complete

To download the Recovery Image:

1. Visit the page at Surface Recovery Image Download - Microsoft Support
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.

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it
2. 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.

Perform USB recovery image:

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 Recover from a drive or Troubleshoot > Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.
   Be sure to select the Troubleshootoption 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.

Answer 4

We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

Answer 5

Hello,

I understand that you may not see this post as the thread won't be monitored.

The steps you've outlined are dramatic, although they may be necessary.

What is the anticipated success level if the recommended steps above are taken?

I purchased the laptop in June 2021 from Best Buy and have experienced issues with it almost every other month, including having a Geek Squad tech come to my home to troubleshoot the unit in January 2022. (I have the documentation validating the numerous times I've contacted "the Geek Squad" and taken the device into the store for "tune ups", etc.)

Is this possibly a bad unit?

Based on the ongoing issues with I requested a new unit in early 2022 prior to the expiration of my Total Tech Support package (which I purchased with the unit). I also requested a new unit again in mid-2022 and was then told "well now since your total tech package has expired, we cannot consider a replacement."

When deciding on which laptop to purchase, I made the decision to not buy another HP Laptop and because of all the "noise" around application compatibility, I steered clear of Mac products. It appears that I made a crucial mistake in "trying" a Microsoft Laptop for the first time.

Disappointed.