Surface Pro 9 Crash or Freezing up when using my Surface, Forcing me to reset after 5 Minutes or so.

Question

Surface Pro 9 Crash or Freezing up when using my Surface, Forcing me to reset after 5 Minutes or so. I have already restarted and reloaded windows, Bit locker reset and installed drivers and it still happens. I need help, i bought this device with the Extended Hardware Service Protection Plan and I am unable to get assistance. I am almost at the point of sending this thing back and going back to apple.

Answer 1

Hi Nathan Kimenker,

Thank you for reaching Microsoft Community. We're sorry for the inconvenience this has caused you. Definitely not the experience we want you to have with your Surface.

I am aware of how inconvenient it may be to have such performance on the Surface pro 9 where it freezes or crashes. I am here to help and let us work on this together.

• May I know which Surface pro 9 do you have, the Intel or 5G (SQ3)?
• When did the issue started?
• What build version of Windows are you currently running?

Kindly try to run the following steps below to troubleshoot your device.

Force the device to shut down and restart.

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.

Run Surface Diagnostic Toolkit

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

Scan Surface with Windows Defender

• For info about how scan your Surface using Windows Defender, see What is Windows Defender?
• For info about how to schedule a scan in Windows Defender, see Help protect my device with Windows Security.

Run the system file checker to check if there are corrupted system files that are just looping around causing this kind of issue to exist.  See Using System File Checker in Windows - Microsoft Support.

Perform a Memory Diagnostic. Run this tool to determine whether your Surface memory is working properly.

1. Select the search box in the taskbar, enter memory, and in the search results, select Windows Memory Diagnostic.
2. Select Restart now and check for problems (recommended).
   When your Surface restarts, the diagnostic tool will run and display the test status on the screen. Although the test may appear inactive, it’s still running. Windows will restart automatically after the test is complete.

Restore or reset your Surface.

If you’re still having a problem with Windows, try fresh start, restoring, and resetting your Surface (in that order). To learn how to restore your Surface, see Restore or reset Surface for Windows.

The troubleshooting can be found at Windows doesn't respond or stops working on Surface - Microsoft Support.

Kind regards,

Lavenia

Answer 2

Hi Nathan Kimenker,

We haven't heard from you, so we assume that your issue has already been addressed. 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,

Lavenia

Answer 3

Greeting Microsoft,

My Surface Pro is also crashing. I have updated the drivers and conducted a clean install. I have also created an install from a disk since the device often froze during the installation process.