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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]
I guess it's just a software or firmware thing that they can fix. I didn't see the issues initially but I have only seen the occur after I fully updated the device.
But it could be that that's not related. However it does frustrate as it's a €1600 device that doesn't function as it should, which is very bad user experience for new users :-(.
Yea and mostly only when the type cover is open. I had it closed on my desk for 5 hours, occasionally opening to check if it had shut down, no problems. Then I did a test where I left it open after responding to you, shut off in maybe a minute from last touching it. Replied to my service ticket saying it is still happening, then tested again, same thing, about a minute with the cover open and it shut down. Then I figured I would time it. And it was 48 seconds with the type cover down before the screen went black, this time I had to hard reboot it.
I thought maybe it was a software glitch related to the "turn screen off after..." setting but mine can be set to 5 min or 5 hours, and it still happens after about a minute of inactivity.
The person helping me said it may be a hardware issue, I would recommend starting a claim so if it is a manufacturing error, you get it moving while still under warranty. This is definitely a real problem.
Yes it mostly seems to happen on inactivity - when I keep 'using' the screen, it rarely happens!
Also having this issue, specifically seems to happen when on battery and the keyboard open, it will randomly fully shut down without warning. It starts up fine and quickly, but somewhat frustrating as I have only gotten my Surface Pro 7 i7 16gb 256gb less than a week ago. It hasn't caused a serious problem yet, but I am concerned it is going to shut down and lose work when I step away at some point, and for what these cost, this really shouldn't be an issue at all. All updates are installed and the problem persists.
I have also encountered a complete freeze or two which I had to hard reboot with the power button, as well as regular random screen brightness adjustments when as far as I can tell I have no auto adjust settings turned on. Both of these things are pretty frustrating given I am a photographer and designer.
I have exactly the same model, with exactly the same problems. I also have it since about one week. Windows updates are all done, ran the Surface Diag Tool but didn't conclude anything. It only seems to happen while on battery, when it's charging it doesn't happen. I'm seeing either freezes or unexpected shutdowns that happen out of nowhere. I was thinking about resetting my Surface using the surface pro 7 recovery image but the device is only one week old so I'm really hoping that there will be an update or something that resolves this.
I actually contacted customer support last night after it happened again and I saw that a few people were having this issue, they walked me through all of the troubleshooting and, ultimately had me do a full system reset (I suspected it wouldn't help given it is essentially brand new, and I have approx 5 programs installed) And it is still happening, I think it might be a glitch where it is shutting down/ crashing when it should be going to sleep/ shutting off the monitor, I can't be sure, but moral of the story is that the system reset did not help.
