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Surface Book 3 screen clicks and then crashes

Anonymous
2023-11-06T03:00:37+00:00

After updating to Windows 11 Surface Book 3 will make clicking noise, as if the screen is being disconnected and then crash/shutdown. This mostly happens after using the laptop for anything longer than 30 min. Once this has happened it can continue to happen and the laptop will will not finish booting up before crashing again, getting into a repeating cycle till it won't start. Other times that the laptop will crash are when the screen is reattached to the base. After turning the laptop back on it can show a recovery screen. The connection between the base and tablet is clear off any debris and isn't loose when the pieces come together.

I've checked the drivers and made sure they are up to date, made sure to install the latest updates for windows 11. Is this a hardware issue between the base or the screen?

Surface | Surface Book | Performance and maintenance

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2023-11-06T15:13:55+00:00

    Hi N1CKL 809,

    Thank you for reaching Microsoft Community. I understand that you're experiencing issues with your Surface Book 3 where the screen keeps on detaching and causing the system to crash. Based on the symptoms you've described, it's possible that this could be a hardware issue with either the base or the screen. However, before we jump to any conclusions, let's try some troubleshooting steps to see if we can resolve the issue.

    First, let's try resetting your Surface Book 3. To do this, press and hold the power button for 30 seconds, then release it and wait for a few seconds before pressing the power button again to turn it back on. This will reset the device and may resolve any software issues that could be causing the problem.

    If resetting your Surface Book 3 doesn't resolve the issue, kindly try these steps below:

    1. Check for updates: Make sure that your Surface Book 2 is up to date with the latest software and firmware updates. To do this, go to Settings > Update & Security > Windows Update and click on Check for updates. Install any available updates including Optional updates.
    2. Run the Surface Diagnostic Toolkit: The Surface Diagnostic Toolkit will run some system checks and repairs on the device. See: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support
    3. Uninstall and reinstall Surface DTX: Follow these steps below:

    Open Device Manager

    Expand System devices

    Right-click on Surface DTX

    Select Uninstall device

    After uninstalling, restart the Surface to reinstall the driver

    Let me know how it goes.

    Kind regards,
    Marrion

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  2. Anonymous
    2023-11-14T19:28:16+00:00

    Hi N1CKL 809,

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

    Thank you for understanding. 

    Kind regards,
    Marrion

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