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
    2020-02-27T08:14:40+00:00

    had the same problem (plus Blue screens), decided to start another thread because this thread was a bit long.

    followed the steps they gave me, nothing worked.

    now, my device wont turn on. Surface logo will show for 5 seconds then the device will just shut off. also tried all troubleshooting for this.

    trying to see if i can send my device in for replacement/servicing. but me being overseas its hard for me to call customer service. can they be reached by email? 

    what are the stateside operating hours for customer service for calls?

    also, I'm afraid they wont be able to send me back my device (APO address) as they do not ship to my location. thats the main reason i couldn't buy from the Microsoft store and had to buy from Amazon. I purchased an Asurion protection plan, but cant claim because its not accepting the 1866 Model number... sigh.

    hope i can get some answers here. 

    Ed

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  2. Anonymous
    2020-02-26T21:56:44+00:00

    hi, im assuming you are portuguese because your name, hope im not wrong.

    If you bought in a store you should go and trade, most likely they will say the unit is good( like they said mine was) but stay there and fight them and test the unit in store, i got lucky and in the same moment i was signing paper to get it back it started to show the problem (store was worten btw)

    I strongly suggest to anyone that as this problem to go and seek a trade in store, its hardware!

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  3. Anonymous
    2020-02-26T20:59:25+00:00

    Hi Miguel, yes, a number if us have contacted microsoft support directly for the exact same issues and ultimately were told it was a hardware issue and to send it in for a replacement. I recommend doing the same asap while still under warranty.

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  4. Anonymous
    2020-02-26T20:12:18+00:00

    My surface pro 7 i7, 16GB 256GB, has randomly powered off 3 times today when running on battery mode. In fact, overall, reliability is very poor, as seen in the attached figure.

    I often have issues when I leave it unattended for some time and it goes to sleep not in a good way (i.e. when I wake it up, all apps have closed, so it seems to be the equivalent to a power off). I have auto-update on, and today's crashes occurred after the last update check today. Crashes while using it like those experienced today (the screen just goes all black, as in a power failure while I am typing on the surface cover) were not common in the first month - I bought this unit in December. Is this likely a hardware issue?

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