Surface Book 3 Randomly Freezing

Anonymous
2020-06-12T01:11:42+00:00

As im working on my new $3500 Surface Book 3 i can't help but be extremely annoyed because the screen/mouse just randomly freeze, usually for about 5-10 seconds then its back to normal.  Sometimes it will freeze and i have to hit the power button and that seems to unfreeze it.  Very annoying, not to mention the screen dimming and getting bright on its own even though the option for it to do that is turned off.

Surface | Surface Book | Display and screen

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Anonymous
2021-03-30T21:59:02+00:00

A fix for this issue is now available through Windows Update. Please review the Surface Book 3 Update History page.

Eddy.

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  1. Anonymous
    2020-10-03T11:39:51+00:00

    That may be true that turning off Bluetooth avoids the problem. But its kind of bad design/testing for a $3000 computer (my situation). And how can you not use Bluetooth? No pen, no surface mouse, no surface keyboard??? I finally gave up and shipped mine back to Microsoft this week for a refund. How do you conduct a WebEx or zoom business call when the PC freezes in the middle of the call.

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  2. Anonymous
    2020-10-03T16:10:23+00:00

    I even told MSFT tier 2 support to look in this issue for me, but they told me this was not a widely reported issue :(

    For me, surface pen uses NFC. When Bluetooth is on, one of my usb ports always works.

    Think I am just too lazy to ship back and experiment a new writing device.

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  3. Anonymous
    2020-10-13T20:25:29+00:00

    I have same issue here randomly. I don't know if this is related to the display or graphic card. The symptom is firstly the keyboard is not responding and then mouse stops. However, network and microphone/speaker are still working as my teams meeting can be still carried on via talking.

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  4. Anonymous
    2020-10-13T21:10:51+00:00

    I got online and navigated through support and finally got a real tech to help.  He loaded updates and diagnostic tools to see if he could find the problem.  It seemed better, but did not solve it.  They followed up a few weeks later and decided to offer a full replacement and deemed it a 'hardware' problem.  The problem has NOT returned on the new SB3.  The return process through UPS worked fast and it's all completed.  It only cost me the time to transfer files and load software (there's probably a quicker way to do it than I did).  Hope this helps.

    Ben

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