New Surface Pro 7 shutting down randomly

Hi, ishikaagrawal!

Thanks for reaching Microsoft Community. We are sorry to learn you have issues with your Surface Pro 7 shutting down randomly. Thanks for taking the time to let us know about this. We need to gather information regarding this.

• What is your Windows version and OS Build? Press Windows and type winver to obtain this.
• When did the issue start?
• Any changes made on the device?
• Are there accessories connected to your device (Type Cover, SD card, Surface Dock, charger, etc.)?
• Troubleshooting steps aside from the Surface Diagnostic Toolkit you mentioned.
• Does this happen on any activity on the device? Please enumerate them.
• Does it happen with and without Internet connection?
• Does it happen when running on battery power? How about when plugged into its charger?
• Have you tried to force shutdown the device and restart?

1. Press and hold the power button until the screen turns off (about 10 seconds), then release the power button.
2. Press and release the power button to turn your Surface back on. You should see the Microsoft logo.

If that doesn't work, here's how to make sure your Surface turns off completely:

Press and hold down the power button until your Surface restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

For the meantime, please follow the steps below.

1: Check for Windows Update

2: Update drivers and firmware

                               Check what is the current OS Build of your Windows version by going to Settings > System > About. 

                               Go to Download driver and firmware for Surface, choose Surface Pro 7 then click Download on the next page.

                               Choose the .msi file that matches your current OS Build and click Next.

                               After downloading, run and install the .msi then Restart.

3: Run System File Checker

                              Please check this link for the steps in Using the System File Checker Tool in Windows 10

 We hope this helps you out, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you. 

Kind regards,                                                                                                                 

Janette_Z

1. Version 1909 OS build 18363.657 (windows 10)
2. The issue started a week ago. Tried a lot of stuff.
3. No. 
4. Only type cover
5. Troubleshooting power 
6. It doesn't happen when its on charging. Last week when it started, I was doing some work when it suddenly shut down. But after making some changes, it only happens when I leave my laptop idle (basically not moving the cursor) for 2-3mins (and only when its not on charging). Also, I had this problem previously, that when I left my laptop idle for 5 mins, it used to freeze. It wouldn't work unless I did force shut down and then restarted my device. And this problem too didn't happen while on charging (this one is solved now)
7. I've tried force shutdown.
8. I cant find my exact match for downloading drivers and firmware. But I did that earlier when I had other issues.
9. I ran system file checker.

Still, the problem has not been resolved. Also, my cursor sometimes freezes on the screen (not sometimes, a lot of times). It's very annoying. 

Oh, and I bought it in Jan only!!!!!!!

Also, please do not tell me to check the power settings. All my power settings are the same for battery and plugged in. And for sleeping and shutting down, my settings are 'never'. The settings were same even before this problem started occurring.

Great! Now y'all wont reply! I'm done with Microsoft.

Hello, ishikaagrawal.

We're terribly sorry for the delayed response. Thanks for answering all of my questions and informing me the steps you have tried in the attempts to troubleshoot the issue. May we know if you did a reset on the device via USB Recovery?

          This option reimages the entire device, including the partition on the hard drive.

          It is the most complete form of reset.

          You will need to back up your personal data.

          You will need to reinstall desktop apps. You will need to run updates after completion.

          If the issue occurs after a reset, then the root cause is very likely hardware related.

          You will need to download and set up a recovery image on a USB drive. Open USB recovery link to get started. The information on what size and type of drive is provided at the destination page.

If you did, let me know so I will add this to our documentation as this thread and other threads with the random shutdown issue have been raised to our internal team. Also, I see you responded to this thread, that was included in our report as well. We still await for their response regarding this. Your patience is greatly appreciated!

Regards,

Janette_Z