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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
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.
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]
hi again, so i insisted with the store and they gave it another go, went there now and as soon as i was getting ready to bring back de same faulty surface, the thing shut down in front of then and they gave me a new one... wish me luck on this on (3rd surface ina week, 1st one was a surface go and was faulty as well not connecting to internet and ports not working)
i really hope Microsoft sort this problem because it really is a great problem..
Good luck to everyone
Contact surface support directly online or by calling, that's what I did, it took a week of back and forth with troubleshooting, but they took me at my word and had me send it in for an exchange.
Contact customer support, as far as I can tell it's a minor hardware issue that is trigger by some power saving feature, if it's under warranty, they will have you do troubleshooting and all of that to make sure it is a hardware issue but ultimately will offer to replace it. I just shipped mine in for a replacement after that. It seems to be a not totally uncommon issue obviously we wouldn't all be here if it was, but it's not purely software because not everyone is encountering the issue.
There seem to be some workarounds, but if you are having this issue, it is faulty hardware as far as customer support is concerned and you should have it replaced. How or why it is happening is on microsoft to figure out internally. And hopefully when they do they will issue a recall for affected units. Until then, if you have this issue, take advantage of your warranty, in my experience they are willing to accommodate, even if it required some persistence.
Thats the problem the store i bought done test and said that everithing was good and the unit didtn had a problem.. so they gave back the device...
Contact customer support, as far as I can tell it's a minor hardware issue that is trigger by some power saving feature, if it's under warranty, they will have you do troubleshooting and all of that to make sure it is a hardware issue but ultimately will offer to replace it. I just shipped mine in for a replacement after that. It seems to be a not totally uncommon issue obviously we wouldn't all be here if it was, but it's not purely software because not everyone is encountering the issue.
There seem to be some workarounds, but if you are having this issue, it is faulty hardware as far as customer support is concerned and you should have it replaced. How or why it is happening is on microsoft to figure out internally. And hopefully when they do they will issue a recall for affected units. Until then, if you have this issue, take advantage of your warranty, in my experience they are willing to accommodate, even if it required some persistence.
