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

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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
    2020-10-10T14:43:48+00:00

    and what about the Surface pro 4?

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  2. Anonymous
    2020-10-09T15:23:02+00:00

    I suppose to a lazy reader you can reach that conclusion...

    BUT if you look at the 465 replies to that Microsoft 'Answer; you would conclude otherwise.

    I can tell you that I applied his 'Fix' and continued to have problem.

    They machine has either a design or manufacturing flaw. I don't think it applies to all models but certainly the Surface Pro 7 with the i7 processor.  It just can't handle the heat and it seems they foolishly offered this processor when the system is incablable of coooling it.  Pay for a fast processor and being told to run it like a slow processor because of overheating problems sound like a steak dinner for a lawyer... i mean a class action.  Wish Microsoft would just admit the problem that they know they have and just recall these machines.  I would have some respect for them for doing that and would then consider purchasing Microsoft hardware again.  For now they can suck it and I will buy Lenovo or, if necessary, even Dell.

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  3. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2020-10-09T15:02:46+00:00

    DO let us know. It seems obvious that Microsoft thinks they fixed the issue (see
    https://answers.microsoft.com/message/91e838aa-9067-408a-8617-9eb1fdd17def?threadId=070429f1-ad5e-48eb-acaa-6daca59739b0
    ).

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  4. Anonymous
    2020-10-09T14:44:06+00:00

    Like I wrote in my previous post, Microsoft said that the Surface Pro 7 firmware updates from June 2020 would address the issue with random shutdowns, but the issue remained for me long after the updates were installed.

    Now there's a light at the end of the tunnel!

    Out of desperation, I tried option 4 here https://twitter.com/barbbowman/status/1237759529854664704 and it does seem to have made things better. Sadly, I've read elsewhere that option 4 doesn't work for everyone.

    I have limited time outside of work and family, so it's too early for me to claim that it surely resolved my issue, but I'll reply to this post after a week or two of trials.

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