Surface Studio Laptop Fans not running and computer overheating

Question

hi my surface studio laptop which is only 1 month old is constantly overheating and the fans are not operating.

Answer 1

Hi Rhett Dixon,

Thank you for reaching Microsoft Community. Apologies for the inconvenience this has caused you.

Do you also experience a drop on the performance of the device whenever it gets warm or heated like it gets lags or freezing?

Does it happen only when the device is plugged in or also when running on battery?

Does the behavior change if you'll change to a different location? For example: outdoors and indoors.

Please try first running these steps below then see if the behavior improves:

1: Run Surface Diagnostic Toolkit

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

2: Check for Windows Update

Go to Windows Settings > Update & Security and select Check for updates

Make sure all updates need are installed including Optional updates

3: Run System File Checker Tool

See: Using System File Checker in Windows (microsoft.com)

It is normal for the Surface to become warm when under normal use with several applications running for extended period but the device should still be running fine.  It complies with the user-accessible surface temperature limits defined by the International Standards for Safety (IEC 60950-1 and IEC 62368). If the temperature will reach above the standards, the Surface would automatically turn off also giving you a thermal sign warning. Here are some guidelines below also to reduce heat related concerns (see: Product safety warnings and instructions (microsoft.com)):

• Use CAUTION when operating your device with a pillow, blanket or other soft material in contact with your device, because the material can block the airflow which may result in the device overheating.
• If your device gets uncomfortably warm, remove it and take a break.
• If your device is used for long periods, its surface can become very warm. While the temperature may not feel hot to the touch, if you maintain physical contact with the device for a long time, your skin might suffer a low-heat injury.
• Never place the power supply unit (PSU) for your device on furniture or any other surface that might be marred by exposure to heat since the surface of the PSU may increase in temperature during normal use.

However if you feel that the heating on your Surface is way beyond normal even after troubleshooting, you may have the device replaced through our live support. See: How to get service for Surface (microsoft.com).

Kind regards,

Marrion

Answer 2

Hi Rhett Dixon,

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)

Thank you for understanding. 

Kind regards,

Marrion

Answer 3

I am having the same problem. My fans are not running, and my processor is stuck in overheating mode which sets my processor at 6% and 0.20 GHz max even when the SLS is cool. I tried all 3 steps above and nothing is working.

Answer 4

Same problem here.

Tried contacting the support, who advised doing a OS reinstall.

I've now reinstalled, and it didnt solve the problem whatsoever..!

Answer 5

I see the same thing. The SLS is hot and the fans don't turn on. This is the second time it has happened, the first time was right before new years.