Surface 3 isn't playing videos

Microsoft Australia

Sydney (Head Office)

1 Epping Road

North Ryde, NSW 2113

Subject:  Surface 3 …          Serial No.  004574151352

Service No. 1352867964

Dear Microsoft,

I am a pensioner who has spent the majority of my life working in third world places helping people. I cannot afford to go out and buy another Samsung or Ipad nor do I want to as they will not run Watchtower Library. I love the functionality of a working Surface 3. The 10” size is ideal to carry around and is light enough to hold in your hand for extended periods.

BUT I now on my 5^th^ replacement. I tried to put the below information on the return site but the tablet kept on stopping before the message was complete. I also went to your online message centre but same thing.

I have been a customer since the early 80s and have used all your programs from the old “basic” through to w10. I have never had so many problems as I have had with w10 on my Surface 3.

After using a Samsung 10.1 tablet for five years I was excited to hear that there was a new 10.1 tablet that would be compatible with my programs. I bought the first series Surface 3, I think that was May 2015, and was very happy with it until ……. An upgrade to W10.

Within a short period problems started. I use JW Library daily to help people learn the bible. I downloaded JW Library from STORE and it worked so well for a month or so. I was so happy!

Then I realised that the tablet had stopped downloading updates. Checked STORE and found a whole list of updates that would not down load. I rang Microsoft and had fantastic service. After your technician had spent a few hours he asked me to return it. Within days I had a new Surface 3. I was stoked. Fantastic service!

1.    After a month or so …. Same problem ….. Same result …. Same quick resolution with a new Tablet.

2.    After a month or so …. Same problem ….. Same result …. Same quick resolution with a new Tablet.

3.    After a month or so …. Same problem ….. This time I asked to talk to a Supervisor as I don’t really want another Surface 3, I want a working tablet.

The Supervisor asked me to wait while another section within Microsoft tried to work out what was going on. The technician had tried for a couple of hours to fix the problem on line. He downloaded Tweaking dot com but could not resolve the problem. I have been using this program to try and get things working and got to a point where it seemed to be downloading again.

I had to wait some time for a follow and the Tablet was driving me mad. I was chairman for our weekly training meeting. Prepared everything on the Surface and when I got to the lectern to start.. The blue screen of death appeared again so I was adlibbing for a period before it came on again and after 30 minutes it again happened. This is the second time this had happened while I was on the platform.

Then along with the problems associated with STORE and downloading the following is happening.

Daily doses of Blue screen for a number of reasons

Regular messages of “an app default was reset”

Short battery life 3 hrs

Very slow screen recognition … have to wait for some time before anything happens after tapping a command.

Heat on the back even with the tablet in sleep mode

I was going to our Regional Conference on the 7^th^ and need a working Tablet!

Had to use my 1520 Lumia and not happy.

Two weeks ago, Wednesday evening,  I received my 5^th^ replacement and after spending most of Thursday uploading all the updates for Defender and W10 along with my two working programs I left on Friday morning for Tasmania again. {JW Library for w10 and Watchtower Library}. I opened the tablet to prepare for the weekends activity and guess what? It would not work.

I contacted your support people who again tried valiantly to get it to work but no success. They then said send it back for repair at which I said that was a futile exercise.

So I have again asked for a replacement. I am more than willing to pay the difference for your latest Surface 3.

Microsoft Support eventually agreed to refund me the value of the Surface 3 so I could purchase the latest one with 4g ram. They are not permitted to replace with an upgrade.

That was last Wednesday (I think). Today is the 3^rd^ October, Tuesday so I rang to find out what is going on and am told that this not happening as I do not have an original Invoice. How do they think I got the unit?

I present this information to you so that you understand what customers have to put up with and why we are forced to buy else where. I am now getting enough to buy a tablet 2.in.1 from Kogan.

By the way my lap top has been fine on upgrade to w10. Happy with it.

My 1520 phone was been a disaster on the upgrade. It was an old 3g  phone set to work on w8 so presume it will not work properly on a newer system. I have bought a new 1520 with 4g and it has I downloaded w10 on it .Works very well

Edge browser on Surface 3 will not play YouTube video. Neither will it play video on Microsoft channel9 https://channel9.msdn.com/

Neither will it play mp3 files or podcasts.

The browser is up-to-date:

Microsoft Edge 38.14393.0.0

Microsoft EdgeHTML 14.14393

All updates are present:

Your device is up to date. Last checked: Today, ‏‎19:36

I checked in the device manager but all video and audio drivers are up to date.

Is there any solution for this?

The Surface tablet will also not play mp4 video or mp3 audio that is stored on the disk using the native video player app:

Can't play - error 0x800705aa

Restarting the browser and/or the tablet does not help.

Is there any solution for this?

Hi,

Have you tried a different browser? or opening the page in IE?

Regards.