Surface Pro 8 freezes when using Zoom, then forces a shutdown

Question

Pro 8 freezes using Zoom. Every time. Then it forces a shutdown. Upon restarting, I notice that it's overheated as well.

I've tried all the updates recommended, both on Zoom and MS. Still freezes and shuts down.

I've tried running it with 0 other applications running, although that's not a solution since I need at least a PPT and few webpages running when I'm hosting Zoom meetings. Still freezes and shuts down.

I've tried using an external camera, though that's also not a solution since I should be able to use my integrated camera in the very expensive Pro 8. Still freezes and shuts down.

Switching to MS Teams is NOT a solution.

Here are my specs

Processor 11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz 2.42 GHz

Installed RAM 8.00 GB (7.84 GB usable)

System type 64-bit operating system, x64-based processor

Pen and touch Pen and touch support with 10 touch points

Edition Windows 11 Home

Version 23H2

Installed on ‎5/‎23/‎2023

OS build 22631.3296

Serial number ************************

Experience Windows Feature Experience Pack 1000.22687.1000.0

Answer 1

Hello CV30,

Thank you so much for posting in Microsoft Community.

I appreciate you raising this concern to us and sorry to hear that you're experiencing issues with your Surface Pro 8 when using Zoom. Overheating and freezing can be caused by a variety of factors, including software conflicts, outdated drivers, or hardware issues.

Here are some troubleshooting steps you can try:

1. Check for updates: Make sure that your Surface Pro 8 is up to date with the latest Windows updates and firmware updates. You can do this by going to Settings > Windows Update > Check for Updates > Install > Restart.
2. Run Surface Diagnostic Toolkit. Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support
3. Run a system file checker: Using System File Checker in Windows - Microsoft Support
4. Download Drivers and Firmware: Download Surface Pro 8 Drivers and Firmware. from Official Microsoft Download Center

If none of the steps work, I recommend doing a Reset to your device. This will remove all files so make sure to backup before doing so. Restore or reset Surface for Windows - Microsoft Support

Please let me know how it goes and hopefully it helps!

Best regards,

Rolando S.

Answer 2

Hello CV30,

We haven't heard from you, so we assume that your issue has already been addressed. 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 (microsoft.com)

Thank you for understanding.

Regards,

Rolando S.