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
    2020-03-02T10:14:03+00:00

    I replaced my SP7 on Friday and got a new one. But the technician just gave my new SP7 this morning because he wanted to make sure that my device is ok. By looking at the reliability report, I think he has done reinstalling all the drivers and the updates. I noticed that my windows 10 version is changed from 18363.657 (OS Build) 1903 (version) to 18363.693 (OS build) 1909 (Version).

    I have been using my SP7 from 100% until 32% without turning off my device. Just flipped off the keyboard when im not using it. The problem seems completely disappeared completely, no issue until now.

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  2. Anonymous
    2020-03-02T00:36:28+00:00

    So, has anyone been able to confirm that trading in for a new device will stop the random shutdowns?  I purchased a SP7 at Best Buy a few days ago, and EVERY day, it has shut down unexpectedly after a minute or 2 idle time.  All updates have been installed.  They are finicky on returns, so I'd like to do it ASAP if that's the case.

    I got mine via the Microsoft store, I want to know as well if getting a replacement fixed the issue, because its kinda hard to do anything if its just gonna shut down randomly.

    yes,a trade is what you need to do, this is my 3 SP7(all the others add diferent issues) sinse then nothing as happend on this device works amazing with no bug at all

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  3. Anonymous
    2020-03-02T00:29:08+00:00

    So, has anyone been able to confirm that trading in for a new device will stop the random shutdowns?  I purchased a SP7 at Best Buy a few days ago, and EVERY day, it has shut down unexpectedly after a minute or 2 idle time.  All updates have been installed.  They are finicky on returns, so I'd like to do it ASAP if that's the case.

    I got mine via the Microsoft store, I want to know as well if getting a replacement fixed the issue, because its kinda hard to do anything if its just gonna shut down randomly.

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  4. Anonymous
    2020-03-01T21:36:21+00:00

    So, has anyone been able to confirm that trading in for a new device will stop the random shutdowns?  I purchased a SP7 at Best Buy a few days ago, and EVERY day, it has shut down unexpectedly after a minute or 2 idle time.  All updates have been installed.  They are finicky on returns, so I'd like to do it ASAP if that's the case.

    Was this answer helpful?

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