Surface Pro 7 shutting down randomly

Anonymous
2019-12-20T02:39:27+00:00

If the device stays idle for a minute it directly shuts down. I have checked all the sleep and power settings and that's not an issue. I see this was an issue in previous versions too. **Any fix?**There are some answers to this which might have worked for some (marked as answer), but definitely not for everyone. If you face it, I strongly recommend returning it as the stress during this whole process is ridiculous and not worth it.

UPDATE:

After going through returning and rebuying 4 surface pro 7 devices (thanks to Costco). I decided to ditch it. The worst part is that Costco has essentially banned me from buying any laptops from them, even though I repeatedly told them that the devices were having issues.  I just loved the device for its utility and I really wanted it to work out. Microsoft and Costco should beashamed** of this.

The first 3 devices were returned in <1-2 months. The 4th one stayed longest (3 months), not because it was perfect but because of the pandemic. I loved the device in general. I was hoping I would not have problems with the 4th device. I did not have the random shutdowns but I started having

  • sudden blue screens with faulty_hardware error
  • the display would just temporarily turn off even though the machine is working(happened during a zoom call, when they could still see and hear me but my screen was black)
  • The s creen had a 2cm square with distorted pixels (picture), out of the blue while I was working. It went back to normal automatically 
Surface | Surface Pro | Display and screen

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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Anonymous
2020-06-30T19:12:55+00:00

Hey Everyone,

A fix is now available for the unexpected device shutdown through Windows Update:

Surface Pro 7 June 2020 update, https://support.microsoft.com/en-us/help/4526363/surface-pro-7-update-history

Surface Laptop 3 with Intel processor June 2020 update, https://support.microsoft.com/en-us/help/4526150/surface-laptop-3-update-history

Thanks,

BryanH [MSFT]

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  1. Anonymous
    2020-06-09T14:35:49+00:00

    Hello BryanH 

    im still having this issue where if my microsoft pro was in ideal for a little but the computer shuts down. Please advise on whag i can do.

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  2. Anonymous
    2020-06-08T21:01:58+00:00

    Yeah, thanks I already did that and it shut down on me again so I downloaded the new display drivers from intel and rebooted. Hopefully, that works. Thanks for your help

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  3. Anonymous
    2020-06-08T20:53:43+00:00

    Hi Matthew,

    First things first, here is the direct link to the App that you need to install from the Windows Store: https://www.microsoft.com/store/productId/9NMR79ZTJFTC. Just click on the link, it should open the Windows Store App direct at the right place, from where you can download this Intel App.

    Then maybe these screenshots help.

    This is what the App looks like when it's installed and ready to launch (my computer in French...):

    When you launch the App, click first on the left where I've put a "1", then click on the top of the screen on "Power". When done, you have to set the "Panel Self Refresh" to "Off" for both "On Battery" AND "Plugged In". When done, just reboot.

    I was running crazy since weeks with my brand new Surface Pro 7 i5 / 8GB / 256GB stopping anytime abruptely. I applied the procedure described here above, and now this SF Pro 7 works like a charm :).

    Hope you'll enjoy the same result...

    Cheers

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  4. Anonymous
    2020-06-08T20:26:43+00:00

    Bryan, 

    The customer service you guys have is by far one of the most confusing and frustating process i have ever dealt with, really bad. I just purchased a laptop for close to 2,000 and can't get anyone on the phone?

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