Issues with a Surface Pro 9

Good day,

It occurred to me that perhaps a member of the community might be able to assist me, or MS might see this, and help.

Here are the relevant issues:

I am a masochist; sorry, too hard to resist, as I have a Surface Pro 9. Third machine in 3 years. The first two did not work really out of the box, and because I had bought the accessories, I continued with the product.

I transferred the data on to the new machine November 2025. All fine.

January 2026, WiFi drives just disappear. I am logical, and I reinstall the drivers. All good.

End of February, I have a very specific crash at boot up. Turn on the machine, camera turns on, scans face, pop sound, camera turns off; a second later, camera turns on, and I am let into the machine. I call a techie, who tells me about Event Viewer, where I see a Kernel-Power 41 critical message. 

He tells me that the machine is bad, hardware failure. I call other techies who tell me the same. I think that this cannot be, and find it odd that it only happens in one specific situation.

Go online, and see that KP 41 is common. I try the solutions such as turning off fast start. None of this helps.

Turn to Ai agents, who help me to read logs. 

Turn to CoPilot, and I find two faulty drivers: Front IR Camera, and Surface Radio Monitor. Delete, and reboot. All good. For a week or so all is good.

KP41, and nearly a dozen KP 219 cluster return.

CoPilot looks at logs and says that it has to do with Modern Standby. Do the tweaks that it suggests. All good. A few days later, KP41 returns.

Feed logs to CoPilot, it says that there so something not right with biometric software; it is causing timing delays, which is causing crashes at boot; had 3 crashed on Sunday the 30^th of August. I uninstall biometric. All good. 8 clean boots. Feed logs to CoPilot every day after boot.

Today, another crash at boot.  Too hard to deal with such madness. 

I see one error message in the events log of a driver, which to me does not feel right. Fed this to CoPilot, which says to leave it be; says that today’s crash, etc is just a “quirk” of Surface. Utterly mad. By the way, when I feed the error of this driver to Claude, it says that I should delete, and allow a new driver to be installed, and all will be well.

To be knowledgeable is grand, but it is trumped by experience.

I have written to MS, but no response. Cannot get anyone on the phone, and let us be honest, the first layer is not there to deal with such issues. I could be wrong but that has been my experience.

I am writing to see is anyone could assist me. I am writing, with the hopes that someone at MS will notice, and get a human to assist me.

Many thanks.