Surface book screen freezes after unplugging the charging cable

Question

I have a Surface book 1 device. When I unplug the charging cable, the screen freezes with the last image however the computer and even the speakers keeps working. After plugging the cable, putting the computer on sleep mode and waking up back again it starts working normally again. Same thing happens after detaching the screen too. After detaching I can only use on tablet mode by plugging the charging cable to the screen, putting on sleep mode and opening again. Because of this issue I can't use the device unplugged whether as a laptop or a tablet.

I chached device manager, battery setting and found no issue. I have the latest firmwares. Even I run surface diagnostics toolkit, even thought during the check the screen freezed and I had to wake up pc again and resume the test, it couldnt find any issue. How can I solve this?

Answer 1

Hi Korhan Sarıcaoğlu,

Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you. Let me ask few questions to further isolate the issue.

When did this issue started?

What version of Windows are you on?

You may also try these steps below.

Force the device to shut down and restart to clear hardware cache.

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.

Kindly view Critical events listed to gain problem insight.

Use Control Panel > Security and Maintenance > Maintenance > View reliability history.

If events are app specific, troubleshooting should be performed on the app (remove and reinstall and/or contact publisher).

Check Device Manager if an audio driver is having a yellow triangle with an exclamation mark. You can post a screenshot of the error.

The issue could also be related to the Display drivers. Try updating the Display Driver.

Open Device manager >> expand Display adapters >> right click on the display driver and select Update driver >> Search automatically for driver.

If issue persist, do the same process and uninstall the display driver. Then restart your Surface.

If none of these steps works, I recommend resetting your Surface using a USB recovery drive. Make sure to back up all your files prior doing this step. See Creating and using a USB recovery drive for Surface - Microsoft Support.

Kind regards,

Lavenia

Answer 2

Hi Korhan Sarıcaoğlu,

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 going 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)

Thank you for your understanding. 

Respectfully,

Lavenia