Surface Pro 7 Freezing and Restarting

Anonymous
2019-12-06T00:10:46+00:00

I just purchased the Microsoft Surface Pro 7 and have only been using it for one day. In that time it has frozen and completely restarted itself 4 times. It is brand new and I probably only have an hour or two or screen time. There is no specific thing that causes it, the screen just randomly freezes until the surface restarts on it's own. Any solutions or help would be greatly appreciated.

Surface | Surface Pro | Power and battery

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  1. Anonymous
    2019-12-29T21:52:30+00:00

    I am having the exact same issue with my SP7 i5 256gb.  The interesting thing is that I don't think the computer is actually freezing its the display that is freezing.  When I have a second monitor connected through the surface dock the mouse pointer and keyboard keep working on the second monitor but will freeze on the SP7 screen.  Its very strange.  I can even touch the SP 7 Screen and it will move on the second monitor but not the SP screen.  Actually as I am typing this right now, what I typed stopped updating on the SP7 screen up at "its very strange"  but I am still typing on the surface keyboard and its updating on my second monitor with no lags.  After about 10 -20 seconds the SP7 screen will catch up.   I will probably try exchange it at Best Buy tomorrow.

    Update.  I exchanged mine for a replacement which has been working flawlessly.  It definitely was a hardware problem.

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  2. Anonymous
    2019-12-26T22:00:22+00:00

    I have the same issue and have updated the drivers and ran windows update.  This has not fixed the problem. I purchased my Surface Pro 7 2 days ago.  Is there any further advice on this issue, or should I just return it?

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  3. Anonymous
    2019-12-06T00:31:01+00:00

    Hi TuckerRobertson,

    Thank you for reaching out to Microsoft Community. We are sorry to hear about what happen to your Surface Pro 7. Definitely this is not the experience that we want you to have.

    May we ask if you already installed some applications on the device?

    On the moment that the device freezes then restarts, were there multiple applications opened on the device?

    You may try these steps to troubleshoot the issue and then observe if issue persist after these steps:

    1: Run Surface Diagnostic Toolkit and check Windows Update

    2: Update drivers and firmware

                                   Check what is the current OS Build of your Windows version by going to Settings > System > About.

                                   Go to Download driver and firmware for Surface, choose Surface Pro 7 then click Download on the next page.

                                   Choose the .msi file that matches your current OS Build and click Next.

                                   After downloading, run and install the .msi then Restart.

    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.

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