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.

0 comments
Answer accepted by question author
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]

Was this answer helpful?

8 people found this answer helpful.
0 comments

510 additional answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2020-10-07T19:49:30+00:00

    Just like our orange orangutan president, they never admit any wrongdoing.

    But I did call support a couple of months back and they were quick to offer a replacement unit. Gave me the impression that they are well aware that they have a defective design or at least a defective product run given how quickly they offered to replace it.  The suggestion to reduce system performance as a solution was just insulting.  Why pay for an i7 if you have to run it like an i3, lol.

    When offered the replacement I asked if I could remove the internal drive to swap it into the replacement system so I would not have to reinstall any software.  They said no, that I would have to wipe my product before sending it in and reload all my software from scratch on the new system.  My boss didn't want me to waste the time doing it so he is holding on to this defective machine as-is.  Pitiful.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2020-10-07T19:21:58+00:00

    Surface model: Surface Pro 7 Model 1866 i7

    • Version Information
      • SAM: 14.104.139.0
      • UEFI: 8.123.140.0
    • I'm still having the issue with random shutdowns although the June 2020 updates are installed. Power management profiles does not seem to matter, as the Surface shuts down (improperly, according to the Reliability Monitor) when idling for 1-2 minutes.

    I can see entries for OS start up messages in the Windows System event logs, but nothing about shutting down.

    When I start the computer I'm at the mercy of the applications to have auto-saved whatever I was working on, so this is a bit of a problem for me. I'm sure other customers feel the same.

    Even if there's no sure-fire fix for this issue, could someone from Microsoft please shed some light over what was done to mitigate the issue in the June 2020 fix? What seems to be causing these issues?

    Was this answer helpful?

    0 comments
  3. Anonymous
    2020-10-07T10:37:06+00:00

    The problem is still there.

    Please test it using zoom, Ms Teams... any time I use a videoconference system I get a BlueScreen.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2020-08-31T02:17:12+00:00

    Hi, 

    My problem is not connected to zoom at all. 

    Thanks

    Was this answer helpful?

    0 comments