MS Surface 13in first Ed with Snapdragon keyboard intermittently freezes

Question

MS Surface 13in first Ed with Snapdragon keyboard intermittently freezes

Alex Langdon-Jones 10

MS Surface 13in first Ed with Snapdragon keyboard and mouse intermittently freezes. I took the first laptop back and explained the problem, and they kindly gave me a new laptop, but the problem has persisted. This issue continues to occur over multiple applications and search engines. I have tried troubleshooting, updating drivers, deleting and reinstalling drivers, checking for system updates, amending power saving options. I am heavily considering returning.

Ibrahim 0 Reputation points

2025-12-31T07:12:27.4733333+00:00

I just bought the same laptop one week ago, and I am having the same issue. Called customer support and had them live connect to my laptop. They reinstalled the drivers. The issue still persists. when I try to call them now, they keep saying they will have to take my laptop for repair and give me a refurbished laptop, even though I bought my laptop brand new last week. I have tried everything, but nothing seems to work. I don't want to return my laptop either just to get a refurbished one.
Ibrahim 0 Reputation points

2026-01-03T06:04:57.1533333+00:00

I found the solution. Press windows -> device manager -> universal serial bus controllers, universal serial bus devices, USB connector managers. Expand on each one and the right click all the options int properties and which ever one has the power management option, turn it off.
James Hayes 0 Reputation points

2026-03-03T19:23:22.57+00:00

I have the very SAME issues with a surface laptop less than ONE month of age..... I have phoned technical support, wasted hours on phone whilst they downloaded drivers to only have the SAME issues persist.... Microsoft products and technical support SUX...
Jodi Zandel 0 Reputation points

2026-03-05T20:55:57.0333333+00:00

Exact same issue even as I try to write this. Frustrating!! Is there a fix yet?
Alex Langdon-Jones 10 Reputation points

2026-03-05T21:16:56.0966667+00:00

The only thing that seemed to fix it for me is enabling unreleased windows updates.

Settings - Windows Updates - Get the latest updates as soon as they're available

Once that was enabled and the system updated I didnt get the issue again.
Jodi Zandel 0 Reputation points

2026-03-06T17:43:18.1566667+00:00

Oof. I did what you advised but still happening. I simply cannot work on this thing. I will be heading for a refund and then find another laptop that has no issues. What a waste of time this thing is...it's really too bad as it was a good value.

3 answers

Your answer

Ibrahim 0 Reputation points

2025-12-31T07:12:27.4733333+00:00

I just bought the same laptop one week ago, and I am having the same issue. Called customer support and had them live connect to my laptop. They reinstalled the drivers. The issue still persists. when I try to call them now, they keep saying they will have to take my laptop for repair and give me a refurbished laptop, even though I bought my laptop brand new last week. I have tried everything, but nothing seems to work. I don't want to return my laptop either just to get a refurbished one.
Ibrahim 0 Reputation points

2026-01-03T06:04:57.1533333+00:00

I found the solution. Press windows -> device manager -> universal serial bus controllers, universal serial bus devices, USB connector managers. Expand on each one and the right click all the options int properties and which ever one has the power management option, turn it off.
James Hayes 0 Reputation points

2026-03-03T19:23:22.57+00:00

I have the very SAME issues with a surface laptop less than ONE month of age..... I have phoned technical support, wasted hours on phone whilst they downloaded drivers to only have the SAME issues persist.... Microsoft products and technical support SUX...
Jodi Zandel 0 Reputation points

2026-03-05T20:55:57.0333333+00:00

Exact same issue even as I try to write this. Frustrating!! Is there a fix yet?
Alex Langdon-Jones 10 Reputation points

2026-03-05T21:16:56.0966667+00:00

The only thing that seemed to fix it for me is enabling unreleased windows updates.

Settings - Windows Updates - Get the latest updates as soon as they're available

Once that was enabled and the system updated I didnt get the issue again.
Jodi Zandel 0 Reputation points

2026-03-06T17:43:18.1566667+00:00

Oof. I did what you advised but still happening. I simply cannot work on this thing. I will be heading for a refund and then find another laptop that has no issues. What a waste of time this thing is...it's really too bad as it was a good value.

Answer 1

Alex Langdon-Jones 10

Enabling system updates as soon as they are available appeared to resolve this issue for me.

Settings - Windows Updates - Get the latest updates as soon as they're available - on

0 comments

Answer 2

Hey Alex,

Thanks for the update. You did a good job trying the troubleshooting. Let's try other solution.

Here are a few ideas that might be worth a shot.

Double-Check for Updates

Go to the Surface site and grab the newest stuff for your exact model. Sometimes those pesky keyboards or chipset things need a fresh installation.

Do a Clean Boot

Try also running your device in safe mode.

Run Hardware Tests. Try a deeper hardware test. If it's a Surface, you can boot into the UEFI settings and run it from there.

Shut down your Surface completely.

Press and hold the Volume Up button on the side of your Surface.

While holding the Volume Up button, press and release the Power button.

Continue holding the Volume Up button until the Surface UEFI screen appears.

You can now navigate the UEFI settings using the touchscreen or volume and power buttons.

I hope this answer is helpful, if you have any questions, feel free to reply.

Best Regards,

Noel

Answer 3

Noel Macadangdang 16,805 Independent Advisor

Hi Alex,

Thank you for sharing your issue. I understand that you are having a problem with your Surface device keyboard, let’s sort this together.

Based on my knowledge It could be due to a few things, like driver problems, power settings, or apps not being fully ready for the ARM64 setup that Snapdragon CPUs use.

Please follow these steps.

Try running the Surface Diagnostic Toolkit to check for any problems with the hardware or software.

https://apps.microsoft.com/detail/9nf1mr6c60zf?hl=en-US&gl=US

Turn off any antivirus to check if that is causing the problem.

May I also ask, does the freezing seem to happen more when you're using external displays or other devices? Are there any apps you're using when things freeze, or does it seem to happen out of nowhere?

Let me know if you have more to share or any questions.

Best Regards,

Noel

Alex Langdon-Jones 10 Reputation points

2025-10-23T20:09:29.72+00:00

Hi Noel,

Thank you for your kind instructions.

Unfortunately, after trying all of the above, it has not solved the issue.

I ran the Surface Diagnostic Toolkit and it did not identify any issues and I turned off the internal anti-virus software and the problem occurred not five minutes afterwards.

Every five minutes or so, the internal keyboard will freeze for around 10 seconds, afterwards the keys selected will display but it is with a big delay. I have used an external USB mouse and it does this both with and without the mouse connected, I am not using any external displays. The problem seems to occur across all applications I have used since buying the laptop, and as I have said previously, this exact problem occurred with the first laptop I bought and then I returned it for this one and the exact same thing is happening.

Do you have any other suggestions?

I am currently writing my doctorate application and am using it mostly for google docs and as you can imagine it is making this process very frustrating!

Thank you for your time.

Kind Regards,

Alex
flufsi 0 Reputation points

2025-11-25T09:02:40.2+00:00

I am having same issue, did you fix it?

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MS Surface 13in first Ed with Snapdragon keyboard intermittently freezes

3 answers

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