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Surface 7 Freezes after about 30 minutes of screen share in All conference programs

Anonymous
2021-03-24T21:19:57+00:00

I have a surface 7 that when I am using Zoom/Teams/Skype it freezes after 30 or 40 minutes. I am always writing with my surface pen. The screen will go dark. I can still here my students and they can hear me after the screen goes dark. I can not get it back up unless I re-start my surface. Of course that kicks everyone off the meeting and they have to re-join since I am the host. 

I have all current windows update, and drivers from Microsoft install. Using windows 10 Pro, and domained joined. My IT department has been able to figure it out. But they did make sure everything was up to date. There is a similar post located here: https://answers.microsoft.com/en-us/surface/forum/surfpro7-surfdrivers/surface-pro-7-randomly-freezes-while-using-the/ca822f99-62d1-4e90-a368-0d67a401abd2?page=1 

Several users on that post having this issue with a surface 7 pro and there are no solutions from Microsoft. My warranty just expired in December. I had no issues teaching with this surface last semester. This just started happening a couple of months ago. I need a solution, my students are getting very frustrated.

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2021-03-27T16:20:08+00:00

    Hello JasonRichards,

    Thanks for reaching Microsoft Community and posting your concern here. We're truly sorry for the inconvenience this has caused you.

    When the device freezes or hangs, this may be due to a driver issue, corrupted OS, third party antivirus software, or possible malware. In this case, we suggest to do these methods to isolate the issue:

    In any event, the issue persists after performing the above mentioned, we would highly recommend that you reset the Surface using a USB Recovery Image. 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 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.

    To download the Recovery Image:

    1. Visit the page at http://www.surface.com/support/warranty-service-and-recovery/downloadablerecoveryimage
    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.

    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

    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. Turn the Surface off by pressing the power button
    2. Insert the USB recovery drive into the USB port
    3. Press and hold the volume-down (-) rocker
    4. Press and release the power button
    5. When the Surface logo appears, release the volume-down (-) rocker
    6. When prompted, choose your language options and keyboard layout
    7. Select Troubleshoot
    8. Select Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.
    9. If prompted, select Repartition the drives.

    Hope this helps. 

    StevenK

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