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
    2019-12-25T01:21:25+00:00

    I returned mine and got a new one yesterday. This has done the same. Now the new device has auto-brightness or auto-contrast issues. The screen keeps flickering randomly.

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  2. Anonymous
    2019-12-25T10:31:12+00:00

    My Surface Pro 7 issues are seems to be solved by adjusting sleep time and screen off time. No more shutdown and freezing of the screen. 

    MS support offered to replace but I don't think this is hardware issue. Will replace if problem occurs again.

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  3. Anonymous
    2020-02-04T20:58:19+00:00

    I am having this issue too. Surface Pro 7 just shuts down randomly if not connected to a power source.

    Surface Diagnostic Toolkit has not helped.

    Even after a total wipe and reinstall on Windows it still happens.

    Clearly there is a problem with a batch of these devices. Not what one would expect of Microsoft.

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  4. Anonymous
    2020-02-08T12:50:09+00:00

    Hello,

     I had this problem also. You need to go into power and sleep setting to change this.  Below is a picture. I was not use to a tablet shutting itself down after so long, only going to sleep. Since I changed this I have not had a problem. I hope this helps.

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