Surface laptop keeps crashing

Question

I bought a new surface laptop in October 2019, after the latest update the computer won't stop crashing and freezing..

I have run diagnostics but nothing is coming up. After a few hours of use it will stop crashing, but for the first few hours it does it constantly.

Sad for this to be happening as it cost a lot of money.

Any help will be much appreciated,

Thanks.

Answer 1

Hi craigmeechan,

Thank you for reaching out to Microsoft Community. I'm sorry to hear about the issue you are having on your Surface Laptop 2.

Please follow these steps to troubleshoot the issue:

1: Check Reliability Monitor

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

                   Please check for critical events listed if what may have caused these freezing and crashes

                   If it is an app, please troubleshoot on the specific app like uninstalling/re-installing. If otherwise, proceed to step 2.

2: Run System File Checker Tool

                   Please see this page for the steps in Using the System File Checker Tool in Windows 10

3: Scan for virus, spyware or other malware

Windows Settings > Update & Security > Windows Security > Virus and threat protection

                  If you have a third party antivirus installed, try also disabling the antivirus and see if the crashing persist.

If after those steps above and still issue persist, please check if a Restore point is created on the device before the updates happened or you may try Uninstalling updates. Please check this page for the steps in Recovery options in Windows 10.

If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

Kind Regards,

Marrion Y.