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
    2020-05-26T06:30:25+00:00

    ** SEE FOLLOW-UP POST BELOW**

    Darn - it looks like they've pulled the update for Surface 7, as I got this: 

    Taking me to this link: here.

    I've tried all the solutions and nothing has worked. Once my Surface goes to sleep it crashes, so it does a full startup when I turn it back on, losing current state and work in progress. My only solution has been to completely disable sleep, whether on battery or external power which means a slow startup, but at least I can leave work open.

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  2. Anonymous
    2020-05-26T09:20:55+00:00

    Woah - please ignore my previous reply. Although I failed to update Windows 10 to the May edition, the latest firmware updates did install:

    And now I've turned Standby back on and my sleepstudy report has gone from this:

    to this:

    ie, the device which could never sleep without crashing has been sleeping and waking up fine for the last few hours. From my perspective the latest firmware updates have fixed the problem. However, for now, I will keep the latest Intel graphics driver and display refresh settings the same, in case setting back to default breaks things again.

    Of course I'll keep everyone updated if I find new problems, or the fix proves not to be permanent.

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  3. Anonymous
    2020-05-28T06:22:46+00:00

    If the device stays ideal 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?

    My brand new SP7 is also doing this. I should now have time to resolve this problem, because I have finished spending the last 2 weeks of my life resolving this other issue with this brand new product: 

    https://answers.microsoft.com/en-us/surface/forum/all/surface-pro-7-flickers-with-every-external-monitor/060ae670-8c18-47df-ae7b-f52e5845cfa9?page=2

    Why on this planet, was my Surface Pro V3 1000% more reliable than this 7th generation product.

    Kim

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  4. Anonymous
    2020-05-28T08:24:18+00:00

    from the Windows 20-04 compability issue list:

    Errors or unexpected restarts for some devices using Always On, Always Connected

    Some devices using the Always On, Always Connected feature might have compatibility issues with Windows 10, version 2004 (the Windows 10 May 2020 Update). Affected devices will have more than one Always On, Always Connected capable network adapter, such as the Microsoft Surface Pro 7 and Microsoft Surface Laptop 3, and might receive errors or unexpected shutdown or restart.

    To safeguard your update experience, we have applied a compatibility hold on Windows 10 devices with affected drivers or firmware from being offered Windows 10, version 2004.

    Affected platforms:

    • Client: Windows 10, version 2004

    Next steps: We are working on a resolution and estimate a solution will be available in mid-June.

    NoteWe recommend that you do not attempt to manually update using the Update now button or the Media Creation Tool until this issue has been resolved.

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