Surface pro 7 fan isn't working

Question

My surface pro 7 fan isn't working or cooling down the device which makes it very hot.

It is lagging so much and the screen gets froze suddenly.

Answer 1

We're sorry to learn about this, Ad Hawsa.

Let's try to run the system file checker, kindly type Command Promp****t on the search box next to the Windows icon and run it as administrator. Once done, type and enter sfc /scannow. Let it load, detect and repair those corrupted files. Whether it detects a corrupted file or not, kindly restart your Surface device and re-run the Surface Diagnostic Toolki****t. 

If you did a reset via Surface USB Recovery Image (https://support.microsoft.com/surfacerecoveryimage) and the issues still occur, kindly Contact Microsoft Support****for replacement options. 

Regards,

Janette_Z

Answer 2

Hi, Ad Hawsa!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn you have thermal issues with your Surface Pro 7 and it lags. Thanks for taking the time to let us know about this and allowing us to help you out. By the way, what is the Surface Pro 7 model that you have, is it i3, i5, i7?

In the meantime, please do these steps to troubleshoot performance issues:

• Force shutdown the device and restart.

1. Press and hold the power button until the screen turns off (about 10 seconds), then release the power button.
2. Press and release the power button to turn your Surface back on. You should see the Microsoft logo.

If that doesn't work, here's how to make sure your Surface turns off completely:

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

• Run Surface Diagnostic Toolkit and make sure to complete the tasks.
• Check for Windows Update:

Go to Settings > Update & Security > Windows Update > Check for Updates

Please restart your device to apply the updates.

• Check the Power mode slider. ·        For best battery life, the slider should be set to Recommended.

·        If you need to use the device for an extended period of time while on battery, the slider should be set to Battery Saver.

• Free up spaceGo to Settings > System > Storage, select Free up space now.

For further steps, you can check this page to help when Surface runs slower: https://support.microsoft.com/help/4023507/

We hope this helps you out. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

Kind regards,

Janette_Z

Answer 3

Thank you for your reply, and I hope we'll solve the issue. 

• My processor is i7.
• When my screen froze, I tried to force shut down the device by pressing the power button for about 10 seconds, and nothing happened. But when I pressed the power button and the volume up button for about 15 seconds, it worked and it restarted.
• I did the Surface Diagnostic Toolkit, the device passed all the tests except the multi-touch screen test. I put my 10 fingers on the screen one by one. The detection started counting up until 7 then it started lagging again and got froze.
• My device is always updated up to date.
• Also, my battery is always on battery saver mode.
• I reset the device yesterday, which took about 4 hours to complete, then when I'm in the setting up procedures, it lagged.
• The fan is still not working or cooling down the device.

Thank you.