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
    2020-12-04T07:51:39+00:00

    I understand your anger and I am on your side. I had the same anger in the beginning. In the meantime I have overcome most of my frustration. My next device will not be from Microsoft and I think it will be better than before. I am thinking about switching to Apple.

    Every time my device crashed in the presence of my customers, I told them that it was a known problem and that Microsoft had not been able to fix it for many months. It was Microsoft's decision not to help us customers. It is their problem to bear this bad marketing.

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  2. Anonymous
    2020-12-03T18:42:05+00:00

    Thanks Chris8004, but that is not a solution.

    Why did we pay for an i7 if we are supposed to throttle to run worse than an i5 because the device is unable to sufficiently cool it.

    This is why I say that sadly the only solution here is a class action, and the only winners are the lawyers, not the customer.

    But at least it may help Microsoft learn to do better product testing before selling worthless **** to customers and making people never buy their junk again.  Do I sound angry enough about this? Then you heard me right. Colossal waste of time and absolutely unforgivable that they do not admit a very obvious problem.  They should offer to buy them back from people that are afflicted with this problem.

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  3. Anonymous
    2020-12-03T05:32:55+00:00

    I had the same problem like you. Try to deactivate "Intel Turbo Boost" on your device. This solved the problem on my device permanently (but will reduce performance in some cases).

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  4. Anonymous
    2020-12-01T17:55:04+00:00

    There is little doubt that Microsoft is incapable of solving this defect short of a class action lawsuit which only really helps the lawyers.  My solution, don't buy anymore Microsoft hardware.  Lenovo makes some truely awesome devices that are trouble free and have excellent worldwide support for those that are international travelers.  Not sure what Microsoft's problem is but in addition to this hardware fail they are shooting themselves in the foot with the release of a new XBox gamming console that is now on short supply, with expected delivery dates in January at the earliest... making for a generation of children to associate Microsoft with disapointments come Christmas monring.

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