Surface Pro 7 randomly freezes while using the Zoom app

Anonymous
2020-03-27T22:55:07+00:00

Brand new surface pro for about 2 weeks and I've experienced some random freezes while using the Zoom teaching app. For some reason, each time this happens the audio continues to work but nothing on the surface screen or keyboard is responsive and I'm forced to shutdown and restart each time. Support recommended that I run a recovery tool but that didn't do anything to fix my problem. Does this sound like more of a Zoom problem or a surface problem?

Anyone else have a similar issue and fixed it?

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2020-07-02T15:46:32+00:00

    Yes - I have bad news for you.  Due to having a personal contacts in Microsoft, I was able to have the situation escalated to a local MSFT store and the manager allowed me to get a refund and swap the machine for a the 'Business' version of the Surface, which has an Intel processor and not an AMD - This fixed it immediately and I am very happy with it.

    My concern is that the AMD version clearly has issues (Because I got the replacement and it had the same issues).  Taking the time to get the replacement putme out of the 30day returns window, so I am just very fortunate that I had contacts that could ensure the right thing was done.  Now that MSFT retail stores have all been closed down I am not sure how you will get a remedy.

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  2. Anonymous
    2020-07-02T17:22:44+00:00

    Thanks so much for the response. Not great news for me but at least I can stop wasting time trying various fixes because it sounds like there aren't any. I'll probably just get myself a Kindle to use for video calls because it's cheap and seems to work well.

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  3. Anonymous
    2020-07-03T03:02:19+00:00

    Yes - I have bad news for you.  Due to having a personal contacts in Microsoft, I was able to have the situation escalated to a local MSFT store and the manager allowed me to get a refund and swap the machine for a the 'Business' version of the Surface, which has an Intel processor and not an AMD - This fixed it immediately and I am very happy with it.

    My concern is that the AMD version clearly has issues (Because I got the replacement and it had the same issues).  Taking the time to get the replacement putme out of the 30day returns window, so I am just very fortunate that I had contacts that could ensure the right thing was done.  Now that MSFT retail stores have all been closed down I am not sure how you will get a remedy.

    Aren't all the stores closed?

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  4. Anonymous
    2020-07-16T19:17:40+00:00

    I am having same issues with surface pro 7 given to me by my school. I use it to teach in zoom and need it because of the write on screen feature. However it freezes a few times in a lesson. My Macbook air and an old desktop do not have this issue. I have taken to joining the zoom with two computers to avoid the situation but this is taking a toll on my wifi capability . ( We have 4 people working from home.) It is a nerve wrecking situation when you suddenly realize your students cannot hear or see you.

    I am thinking of ditching the surface pro to get an ipad pro but cannot wrap my head around MS not fixing this issues with a signature not cheap computing device. The fix needs to be beyond the stock answers given.

    Thanks

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  5. Anonymous
    2020-07-16T19:18:52+00:00

    It is not happening with other devices.

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