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
    2020-02-28T05:18:48+00:00

    Just came to microsoft store in Sydney to consult about this problem. The staff said that this is the first time he got an issue like that. Finally, he gave me an option for replacement with different batch of production. Hope that no more issue for the new one.

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  2. Anonymous
    2020-02-27T19:41:06+00:00

    I have noticed when not using the type cover or the arc mouse it has NOT happened.  I took notes in class for 3 hrs with the pen and had no issue. Type cover definitely accelerates the issue.  I wouldn't use the keypad , but the onscreen keyboard doesn't always pop up when it should . this causes a whole other set of issues!

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  3. Anonymous
    2020-02-27T15:05:44+00:00

    We should keep this thread open. Atleast that way Microsoft acknowledges the issue. As I mentioned previously I am on my third piece of it and let's see how this goes.

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  4. Anonymous
    2020-02-27T14:58:04+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!

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