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
    2020-11-02T17:20:44+00:00

    ****FIXED FIXED FIXED *****

    I have Tried Every Stupid Trick in the Book that Microsoft had offered me to try! I have tweaked my registry, fixed my power settings, adjusted my hibernation settings and nothing. I have updated and patched and nothing! Then By accident I found this little GEM! After battling my PC for 6 Months I found a actual Fix!

    I have the SP7 i7/16gb/512 and it works fine! so I am sure it has nothing to do with the configuration of the machine.

    A Surface Pro 7 user successfully resolved the issue by disabling the “Panel Self Refresh” option in the Intel Graphics Command Center:

    “I’ve fixed it on my SP7 i5/8G/256G by installing the Intel Graphics Command Center from the Microsoft Store, opening it, going to System>Power>Panel Self Refresh and turning it off for both “On Battery” and “Plugged In”

    This needs to be done on EVERY Account on the PC though FYI!

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  2. Anonymous
    2020-10-28T13:34:11+00:00

    There really shouldn't be any side effects, besides maybe a increase in power usage during sleep.  It can still stay asleep for a couple days without running out of battery.  I never really tested before this issue came up to see how long it could stay asleep before.

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  3. Anonymous
    2020-10-28T06:15:40+00:00

    I've been in contact with Microsoft about this, and I think it may be solved-- at least, I can't reproduce the crash like I could after making this change.

    Go to  Device Manager -> System devices -> Open properties for "Intel Management Engine Interface" -> Power Management -> Uncheck “Allow the computer to turn off the device to save power”

    This workaround currently works for me, even though I haven't know what are the side effect that could happen. 

    Thanks! Still waiting for the official fix though

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  4. Anonymous
    2020-10-28T03:23:47+00:00

    I already installed the Intel Graphic Command Center, but when I try to change the PSR on Power Tab, it only shows option "On Battery" while the "Plugged In" option are nowhere to be seen. I've reinstalled it a few times from windows store, but still no results. 

    Oh and even while on battery, with the PSR already turned off, my surface pro still shutdowns after i press the power button or closing the screen with the type cover. In any case, the Quick wake option still not working while using Intel Driver.

    Why? Because I've already tried to using microsoft basic display adapter (as in the Option 2 in the previous posts about the 4 option we could use), and surprisingly the Quick Wake is working, either using the type cover or pressing the power button. But then the camera couldn't work and some display scaling issues and also display resolution issues.

    Really hoping (and fingercrossed) microsoft or intel could come up with new driver or updates to fix this

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