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
    2020-10-07T10:37:06+00:00

    The problem is still there.

    Please test it using zoom, Ms Teams... any time I use a videoconference system I get a BlueScreen.

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  2. Anonymous
    2020-10-07T19:21:58+00:00

    Surface model: Surface Pro 7 Model 1866 i7

    • Version Information
      • SAM: 14.104.139.0
      • UEFI: 8.123.140.0
    • I'm still having the issue with random shutdowns although the June 2020 updates are installed. Power management profiles does not seem to matter, as the Surface shuts down (improperly, according to the Reliability Monitor) when idling for 1-2 minutes.

    I can see entries for OS start up messages in the Windows System event logs, but nothing about shutting down.

    When I start the computer I'm at the mercy of the applications to have auto-saved whatever I was working on, so this is a bit of a problem for me. I'm sure other customers feel the same.

    Even if there's no sure-fire fix for this issue, could someone from Microsoft please shed some light over what was done to mitigate the issue in the June 2020 fix? What seems to be causing these issues?

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  3. Anonymous
    2020-10-07T19:49:30+00:00

    Just like our orange orangutan president, they never admit any wrongdoing.

    But I did call support a couple of months back and they were quick to offer a replacement unit. Gave me the impression that they are well aware that they have a defective design or at least a defective product run given how quickly they offered to replace it.  The suggestion to reduce system performance as a solution was just insulting.  Why pay for an i7 if you have to run it like an i3, lol.

    When offered the replacement I asked if I could remove the internal drive to swap it into the replacement system so I would not have to reinstall any software.  They said no, that I would have to wipe my product before sending it in and reload all my software from scratch on the new system.  My boss didn't want me to waste the time doing it so he is holding on to this defective machine as-is.  Pitiful.

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  4. Anonymous
    2020-10-07T20:27:37+00:00

    My first surface pro 7, which I bought 6 weeks ago, kept shutting down at random times, despite the Microsoft tech's claim that the problem had been addressed. 5 week ago I bought another surface pro 7 to see if it had the same problem--luckily it did not. I ran the two surface pros in parallel for a week, and eventually gave up on the first and returned it when it completely failed to start up--it just died. They tried to revive it at Best Buy, to no avail, when I returned it.

    My new surface pro 7 is working fine, except that the battery drains quite quickly (2 hours or so) and the auto brightness adjust on the screen had to be disabled to avoid frequent and annoying changes in brightness. 

    My theory is that there are hardware problems with certain surface pro 7 models, perhaps related to defective batteries or the power management system. Watch out for these lemons!  I suggest that you stress test any new surface pro 7--I did so by running constant computations, through day and night,  for two weeks using Mathematica. 

    Good luck!

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