Surface Laptop Studio Freezing

Question

Hi I have a Surface Laptop Studio...just arrived this week.

11th Gen Intel(R) Core(TM) i7-11370H @ 3.30GHz 3.30 GHz

16 GB

It is freezing a lot. The screen Just freezes and sometimes hozontal (1cm) black lines appear

If if turn off/turn on the computer it keeps working like normal...but 5 minutes later it will Freeze again

If im working with an external monitor, The other monitor will keep working during the freeze as normal. Only the laptop monitor freezes which makes me think is not a System freeze.

Also if i write characters, they appear when the computer is back on.

Working at 60 or 120 hz I get the same error

Its really annoying to have this kind of problems on a 2k+ computer.

Are you aware of other computers with this behaviour?? do you have a fix for this?

Answer 1

Hi IsmaelCabral2, 

Greetings!

Thank you for posting in Microsoft Community.

I understand that it's important to use the Surface devices without freezing issues so that it can serve it's purpose. I appreciate the effort in performing the troubleshooting methods.

May I confirm the details of the operating system of the device? Go to search > search for Winver. Please also perform the methods below:

• For the lines, try to check if they are also present in UEFI settings. Go to settings > System > Recovery > under Advanced Startup, click restart now.
• Run the Surface Diagnostic Toolkit and check the settings for new Windows Update.
• Run the System File Checker.
• Install the drivers package. Check the specific OS build of your Windows Settings> System> About. Download the driver and firmware for Surface, choose Surface Laptop Studio and click download on the next page. Please choose the .msi file that matches your current OS Build and click Next. After the download, runand installthe .msi then Restart the Surface Device.
• Set device power option to Best performance. Go to the battery icon on the lower right > then use the slider to change to Best Performance. This may drain the battery of the device easily so make sure to set it back to Recommended.
• Try checking the task manager > processes tab to verify what app is spiking in terms of CPU usage.

Let me know how this goes.

Answer 2

Hi IsmaelCabral2,  We have noticed that you have not responded to our last message. We would like to know whether the issue you have raised with us is still ongoing? If yes, please let us know so that we can continue our conversation.

Answer 3

Hi IsmaelCabral2, 

We have not heard anything from you in the last 72 hours. Please do not hesitate to create a new thread if you have new concerns. We hope that the issue you reported to us has been resolved. We personally understand that finding time to work on this matter can be a little difficult to manage.  Thus, we would like to let you know how much we appreciate your patience and most importantly the time you've dedicated to getting a resolution for this issue of yours.