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
    2020-02-29T11:04:19+00:00

    I seems to have the problem fixed this time, and I would like to write a full summary of what I have tried, so everyone can do the same with me.

    --------------- This is a part of the post from BOBNIO dated 2020.02.26 ---------------

    In the control panel, go to System and Security -> Power Option -> Choose what power button does -> Change settings that are currently unavailable -> uncheck Turn of fast startup ->Restart.

    --------------- This is a part of what I wrote on 2020.02.26 ---------------

    I tried, not working.

    (Just want to leave my comments on the issue here and get updates when someone finally fix this.)

    My device:

    Surface Pro 7, i7-1065G7, 16GB, 256g. Bought in January 2020.

    Problem:

    Automatically (instead of randomly, since my device must shut down every time) shut down on battery mode, when inactive for around 1 minutes. No problem occurs when plugged in, nor when I keep using (typing or just simply moving the mouse) when on battery mode.

    I did not try to update the firmware, since I am not good at fixing computers and I saw the comments above said it did not work as well.

    --------------- This is a part of what I updated on 2020.02.28 ---------------

    The problem still exists after I download and install the firmware from the Microsoft website, but:

    • On battery mode, with the arc mouse:

    the device automatically shut down within 1 minute of inactive.

    • On battery mode, without using the arc mouse:

    the device automatically shut down within 3 to 5 minutes of inactive.

    • When plugged in:

    No problem occurs.

    --------------- This is the update today, 2020.02.29 ---------------

    I read a thread on this link:

    https://answers.microsoft.com/en-us/surface/forum/all/surface-pro-latest-edition-turning-off-randomly/12e99f9b-f486-45d2-a121-f8b5eff832be

    However, I didn't find the Kernel Power on my device, but still I tried to disable the Hibernate feature by:

    1. Click Start, and then type cmd in the Start Search box. ...
    2. In the search results list, right-click Command Prompt or CMD, and then click Run as Administrator.
    3. When you are prompted by User Account Control, click Continue.
    4. At the command prompt, type powercfg.exe /hibernate off, and then press Enter.

    (the above steps are from Google)

    And until now, it has not yet been any automatically shut down on my device.

    So, in summary:

    1. Update the firmware (https://www.microsoft.com/en-us/download/details.aspx?id=100419), choose the 520.2MB one, since that should be the most updated one (from my understanding)
    2. Turn off the Hibernate feature, which I do not know what it is (as my English is not that well)... But you can simply just follow the steps above.

    I will keep monitoring and testing my device during this weekend, and I will update if any incident happens again. But you may all try the above solutions first!

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  2. Anonymous
    2020-02-28T21:18:51+00:00

    Update.

    I have run windows in the safe mode without the cover keyboard for about an hour and no shutdown occurred . Then I made a reset to the windows with saving my files only, 2 days ago. Now I am testing my surface pro 7 for 2 days without the keyboard cover, only using my pen. Until now no shutdown happened after the reset. I stopped updating my windows and made no change to the default settings. Also I haven`t installed any program even google chrome.

    I will keep testing for a couple of days before installing any program.

    By the way, I am living in Egypt and have no microsoft stores in my country. That`s why I am trying with my surface.

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  3. Anonymous
    2020-02-28T20:36:31+00:00

    Quick Update from what I found today (2020.02.28)

    The problem still exists after I download and install the firmware from the Microsoft website, but:

    • On battery mode, with the arc mouse:

    the device automatically shut down within 1 minute of inactive.

    • On battery mode, without using the arc mouse:

    the device automatically shut down within 3 to 5 minutes of inactive.

    • When plugged in:

    No problem occurs.

    Conclusion:

    Maybe you can try not using the arc mouse, so as to decelerate the speed of the automatically shut down of your device when you have to use it on battery mode.

    However, I will go to the Microsoft in Paris tomorrow, to see if they can fix it, and if not, I will be asking for a replacement, and hopefully they will agree to it.

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  4. Anonymous
    2020-02-28T07:03:16+00:00

    Hi, from what i understand from my own expirience, you can, as far as i know, go diretly to a microsoft store and deal with them personaly.

    At least in europe you can buy in any country and the warranty will work on any country of the UE. Try and go talk to them.

    As i continue to say its a HARDWARE PROBLEM people its an error trough the batery and windows hello system.

    Good luck!

    I'm in Japan and I've tried searching for a Microsoft store. apparently they only have corporate offices here. :(

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