A fix for this issue is now available through Windows Update. Please review the Surface Book 3 Update History page.
Eddy.
Surface Book 3 Randomly Freezing
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Anonymous
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
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Anonymous
2020-12-17T18:46:09+00:00 After yesterdays post I'm back at the office, 60 degrees (F) here, just turned on my Surface Book 3 with Nvidia GTX cards... Using Logitech G700s mouse, and here we go again, mouse freezes from time to time. Microsoft, do you hear us? please tell us if this issue can be fixed on your end, or if this is a hardware issue that you can not fix.. Don't ignore us, we are extremely loyal customers.
Thank you,
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Anonymous
2020-12-17T19:02:57+00:00 I started posting in the summer when I got my SB3 and experienced the freezing. After working with MS tech support to download diagnostics and updates (they did that virtually by taking control of my SB3), mine behaved better but was not cured. They called back to see how it was doing and after we determined nothing else could be done, they just sent me a new replacement SB3. No problem since. My takeaway is that it's a hardware problem. They are willing to stand by their product and replace it, you just have to spend time with tech support.
benpdx
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Anonymous
2020-12-22T17:56:30+00:00 Hello, I already had 1 replacement. The issue still persists. I think these are the important variables to consider:
CONFIGURATION
Surface Book 3 with Nvidia RTX3000
32GB or ram
1GB SSD
SD Card installed as means of 2nd backup storage
external Wireless Logitech keyboard and Wireless Fast Polling Logitech G603 mouse
Surface Dock 2.0 (latest firmware etc.)
Does your config match the above?
I still suspect that using an SD card causes issues with USB. Using a bluetooth mouse and bluetooth keyboard does no cause mouse or keyboard freeze. But using external wireless Logitech Keyboard and Mouse does cause freezes since 2 receivers needed for them to operate plug into Surface Book 3 USB ports.
I have tried several different brand new SD cards from Sandisc. Extreme versions, so they are fast. With SD cards out the freezing issue does not exist. I have also tried removing and replacing SD card drivers to no avail. So, if SD card shared the USB bus with external USB connectors this would explain the issue. In fact, a simple experiment of doing a checkdisk on the SD drive will always freeze USB mouse and keyboard momentarily every few seconds.
Im pretty sure Microsoft Engineers are aware of this.
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Anonymous
2020-12-22T18:13:40+00:00 Mine is the basic 15 inch model, 16gb ram, 256gb ssd no other options installed. Sorry that even replacement didn't solve the problem for you.