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
    2020-03-03T11:56:02+00:00

    Hi,

    I returned the SP7 at MS store and based on their request decided to swap the product to a new one. This time I decided to choose a different lot number to ensure the testing can be done. 

    I see many posts and reply to mine which only validates that this is an issue that MS has not fixed. 

    Understood from MS that this issue will be treated as defect only when 1% of team identifies this as issue. 

    I was checking with my other friends who purchase old version of SP and they confirmed this problem. 

    I have started using this product but decided in not updating the Windows software to new version 1909.

    I want to test it if this issue persists. 

    Shall update to new version only after I see zero shutdown. 

    Shall let you know the update. Keep an watch on this thread. 

    Thanks, Suresh

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  2. Anonymous
    2020-03-03T07:14:09+00:00

    I agree, i've been watching this thread as well. Everyone who experiences this problem or blue screens should just have microsoft replace their device. If it was a software problem, it should have been fixed with an update. OP should mark a reply with "return device" as the answer.

    I gave up and just opted to call customer service and request a replacement. Hopefully all goes well and i get my replacement with nothing wrong with it.

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  3. Anonymous
    2020-03-03T07:10:06+00:00

    Hi,

    yesterday my Surface replacement arrived from Microsoft.

    My device was fully replaced and got a new serial number.

    I've installed all my tools and apps.

    THERE ARE NO ABNORMAL SHUTDOWNS ANYMORE!

    The device runs on battery power goes into sleep, when not in use and continous work there, where I left it.

    So the resumee is that this behavior is due to an hardware issue and all people who run into this problem, too should immediately open a repair case via the Microsoft website as long as their warranty is still active!

    If you don't know how, here's how to to do.

    Go to www.microsoft.com and log in with your Microsoft account.  In your account go to "devices". If not done yet register your device with its serianumber. To find on the Surface package or on the back of the device behind the Surface Stand. After the the device is recognized you could open a Support case from there. You'll get a shippment label from there to print and stick it on a parcel.

    The exchange of my device took about 4 week days.

    Best regards Patrick

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  4. Anonymous
    2020-03-02T11:04:41+00:00

    from 18363.657 (OS Build) 1903 (version) to 18363.693 (OS build) 1909 (Version). Please check if anyone have the 1909 version but still have the issue.

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