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Some games freeze on startup but sound still runs in the background

Anonymous
2023-01-06T23:56:13+00:00

I use to play elden ring on my surface book 3 a couple of months back and when I reinstalled it recently, everytime I launch it it launches in window mode and then when I try to put it in full screen mode then it freezes. The issue is when it freezes there is still background audio and I can hear my noise moving around but it is not registering on my screen. It just shows a frozen screen. Can you please help?I tried updating my graphics driver. Some people told me roll back my graphics driver but non of that seems to work. What can I do?

Surface | Surface Book | Install and update

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  1. Anonymous
    2023-01-07T17:09:23+00:00

    Hi prynz Sam,

    Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you. I will be asking few questions to help us isolate the issue.

    May I know what version of Windows you are on?

    Does this only happen on this particular game app?

    Any third-party software installed on your device?

    What are those troubleshooting steps you have done in trying to resolve the problem?

    For the meantime, please try running these steps below.

    Run Surface Diagnostic Toolkit and Check Windows Updates including optional updates if available.

    See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

    To check for updates: Go to Settings >> Update and Security >> Windows updates >> Check for updates.

    Uninstall/re-install display driver.

    Open Device manager >> expand Display category >> right click on the display driver and select uninstall.

    Note: If prompted with a checkbox stating, "Delete the driver software for this device", leave it uncheck then hit Uninstall.

    Once the driver is uninstalled restart your Surface device.

    Uninstall and re-install the game app.

    1. Select Start, then select Settings > Apps> Apps & features.
    2. Select the app you want to remove, and then select Uninstall.

    Let me know how it goes.

    Kind regards,

    Lavenia

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  2. Anonymous
    2023-01-10T23:18:11+00:00

    Hi prynz Sam,

    We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread going forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

    Thank you for your understanding. 

    Respectfully,

    Lavenia

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