This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(128, 8%, 22%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EA%3C/text%3E%3C/svg%3E)
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]
I run a small company and everyone uses older versions of Surface except me, I have a version 7 and I am the only one experiencing this problem. So it definitely seems to be a version 7 problem.
I hope Microsoft will wake up and address this problem soon. I know mistakes are made and they need time to diagnose the problem but does it really take this long to respond?!
Is there any way we can flag this problem up to the right team at Microsoft so they can respond? Obviously many customers are having this problem and whilst other people on here have spoken to Customer Support clearly they have just been running through the standard response of diagnostics, reinstalling Windows etc.
Microsoft need to be made aware they have a serious problem with this new release and they need to at least give us some information about what the hell is going on!
These are exactly the same issues I have had. Reinstalling windows hasn't helped, but I did notice when in the boot drive menu that it didn't do it, so it must be something related to windows internally I think? But I am hoping the same thing in terms of fixing it.
Can I ask what sort of software you have installed? I am wondering if it is a glitch caused by interaction with 3rd party software.. personally I only have google chrome, adobe creative cloud, photoshop, lightroom, fresco, and illustrator installed, do you have any overlaps with those?
I just purchased my SP7 about a week or two ago. I've been having this same issue. I haven't really tried to identify whether it's when I'm on battery versus plugged in, but I'll definitely be paying attention to that moving forward.
For me, if I'm using the device and then stop doing anything for like 30 seconds to 1 minute, then it just shuts off. Black screen. I can hit the power button and it boots up like everything is fine, but I've lost all the windows I had open and any work I had done. I have tried reboot the operating system, made sure I had updates done, I've run the diagnostic toolkit (no issues). Nothing has fixed it thus far.
Another issue I've had pop up a few times is that occasionally I will be working and then stop for a minute. Just like when it shuts off, except some of these times the brightness gets cranked up to 100% and then the whole thing freezes up and I have to hold the power button for 20 seconds to get the device to shut down and then restart.
At one point, it was having some problems with the brightness adjusting a bunch (going up and down, repeat, repeat). I turned off the "change brightness when lighting changes" function and that seems to have stopped for now.
I've never had a Surface Pro and I really loved the functionality, feel, etc. Hopefully this issue can be fixed and I don't need to return it for a refund and go with a different device.
Reliability Monitor results included below.
No pattern that I can see..
