Surface Pro 7+ freezing after writing on it for X amount of time

[Xindigoh]

We've got a Surface Pro 7+ deployed to a user that's been having this issue.

 

She says the same sort of thing:

"My surface is still freezing and kicking me off the connection, only now the touch screen stops working too. I've taken it out of the case, I've done the updates but it's still causing a lot of disruption to my lessons."

"It’s frozen again, won’t let me do anything. Clicked the button at the top to turn screen off and back on again (but not powered off) it’s now working."

"Tablet froze after spending pretty much the whole lesson writing on it. It would allow me to type but not write. I left it 10 mins and then it allowed me to write. It had got quite hot."

 

We have tried the following:

Installing any pending Windows updates

Installing the SP7+ driver pack multiple times

Adding the SuperWet group policy fix to her machine

Isolating her machine from all device group policies and slowly adding them after feedback (Seemed to be okay at first but it always came back)

Taking the case off the tablet to combat it getting hot

 

We had her use a different Surface Pro 7+ that was taken off the domain at one point where we were told there were no issues. This initially sparked the "Isolating her machine from group policy". Do we keep going with this or will I be wasting my time?

 

Any similar encounters and their troubleshooting steps would be largely appreciated - this has been going on since October last year!

[WannabrewUK]

Have you been able to recreate the issue yourselves, or is it only when that member of staff is using it that the issue occurs?

 

Have you tried swapping it with another user and seeing if they have the same problem?

[Xindigoh]

Thanks for replying

 

We haven't been able to recreate it no. Sometimes it can take half an hour to happen so its not easily repeatable

 

So far this is the only user that has this issue. If we start swapping devices it can get messy so I'd rather not have to do this ideally

[p858snake]

Make sure all the latest firmware's are also applied.

 

Are you using the Microsoft preferred/provided power policies in windows? if not try swapping back.

 

Have you tried wiping the user profile from the device?

 

Do yiu have another SP7 device that the user could try that is domain joined the same as the current device? does it experience the same? (compared to one that had been removed)

 

Have you done a fresh OS install?

[Andrew_C]

Some of my colleagues suffered from problems with overheating - causing similar symptoms. Not sure which version of Surface it was affecting.

[p858snake]

Also check for battery swelling (easiest way to tell I found, especially to provide the photo evidence for warranty claims) is lay a ruler over the screen

[Xindigoh]

We've made sure the updates/firmware are updated

 

Do you mean the default power policies? we've got it on High performance at the moment. Also to lock the screen after 15 mins of inactivity

 

Yes we had her use an other device that was pxe imaged and domain joined rather than her normal surface that is autopiloted and domain joined. Both had the same issues

 

We have reset it once or twice (cant remember 100% its been a while)

 

We havent tried wiping the user profile so we can give that a go

[Xindigoh]

Had suspicions it could be related to thermal throttling

[bald_pig]

Does the user wear any jewellery? Wouldn't be the first time I've seen weird intermittent issues caused by magnetic jewellery!