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
    2020-06-15T13:39:44+00:00

    I bought a brand new surface 7 pro June 9th, immediately had BSOD issues, tried to troubleshoot myself for 2 days and finally used the chat function to report the issue.  After three different chat conversations, I finally was able to start the replacement process.  

    I can't express my disappointment with this process enough.  Not only did my techs not acknowledge that this was a known issue, I stated the troubleshooting steps that I had already done a number of times, and they continued to ask me the scripted questions.  Then, as a resolution, their response was going to be shipping me a refurb.  I had to refuse for them to realize that the product was less than a week old at that point.  Their answer was that I had to call sales instead, to start the replacement process.  Fine.  Better than a refurb for sure.  

    I called the sales number, they immediately asked for my ticket number from the tech calls.  Of course, neither the second, or the third tech gave me numbers so I had to use the number from the first tech.  She couldn't find anything for 10 minutes then finally found my case.  She started the replacement process. 

    They aren't sending me a new one until they get my old one back!!  It will be 8 business days by the time the package get there (says UPS tracking), and probably 2 or 3 more before my new one gets here!  That's two weeks without a computer, while working from home under COVID restrictions.  I had to drive in to work to get my work computer. 

    I even joked with the sales lady about upgrading me for all the issues and she just flat out said no.  Not even an attempt at helping to alleviate my frustration with the issue.  

    Terrible customer service for me on this.  Thought better of Microsoft, especially during this time.  No reason they couldn't have shipped out replacement immediately and/or provided me something for the awful experience.  I spent $800 and haven't gotten to use it yet.  They've certainly kept my money this whole time.

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  2. Anonymous
    2020-06-24T22:45:51+00:00

    Same bad customer service from Costco. At least I could get my money back. I'm buying a Macbook air. 

    I cant even leave a review properly.

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  3. Anonymous
    2020-07-01T03:23:00+00:00

    I just returned a Surface Pro 7 costing $1500 to Costco as well.  The device just died and did not start after the 29th day of owning it.  I tried everything to revive it including support articles, power buttons, volume buttons etc.  Left it overnight for charge and everything.

    No idea what happened.  Was so disappointed by this, that I called Costco immediately and returned it.  Luckily it was within the return period by 1 day.

    This is completely crazy.  I have never had any device, not even 1 $100 chromebook or $90 phone go bad like this.

    The computer just died, period.  Imagine my horror at just spending a $1500 for a beautiful paperweight and accessories.

    I am wondering if its the SKU of Surface Pro 7 that is sold to Costco based on the above customer's experiences.

    On the other hand, I am typing this on a Mac that is over 9 years old and running just as fast as on the first day.

    I bought the surface for its versatility and portability, but now I don't have a clue whether to venture back into the Surface world.

    Think I will wait for the iPad OS to be more MacOS like.

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  4. Anonymous
    2020-07-01T03:31:23+00:00

    Yet, Costco and Microsoft both had a deaf ear to this all along.

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