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

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments
Answer accepted by question author
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]

Was this answer helpful?

8 people found this answer helpful.
0 comments

510 additional answers

Sort by: Oldest
Most helpful Newest Oldest
  1. Anonymous
    2020-02-26T21:56:44+00:00

    hi, im assuming you are portuguese because your name, hope im not wrong.

    If you bought in a store you should go and trade, most likely they will say the unit is good( like they said mine was) but stay there and fight them and test the unit in store, i got lucky and in the same moment i was signing paper to get it back it started to show the problem (store was worten btw)

    I strongly suggest to anyone that as this problem to go and seek a trade in store, its hardware!

    Was this answer helpful?

    0 comments
  2. Anonymous
    2020-02-27T08:14:40+00:00

    had the same problem (plus Blue screens), decided to start another thread because this thread was a bit long.

    followed the steps they gave me, nothing worked.

    now, my device wont turn on. Surface logo will show for 5 seconds then the device will just shut off. also tried all troubleshooting for this.

    trying to see if i can send my device in for replacement/servicing. but me being overseas its hard for me to call customer service. can they be reached by email? 

    what are the stateside operating hours for customer service for calls?

    also, I'm afraid they wont be able to send me back my device (APO address) as they do not ship to my location. thats the main reason i couldn't buy from the Microsoft store and had to buy from Amazon. I purchased an Asurion protection plan, but cant claim because its not accepting the 1866 Model number... sigh.

    hope i can get some answers here. 

    Ed

    Was this answer helpful?

    0 comments
  3. Anonymous
    2020-02-27T14:58:04+00:00

    Hi, from what i understand from my own expirience, you can, as far as i know, go diretly to a microsoft store and deal with them personaly.

    At least in europe you can buy in any country and the warranty will work on any country of the UE. Try and go talk to them.

    As i continue to say its a HARDWARE PROBLEM people its an error trough the batery and windows hello system.

    Good luck!

    Was this answer helpful?

    0 comments
  4. Anonymous
    2020-02-27T15:05:44+00:00

    We should keep this thread open. Atleast that way Microsoft acknowledges the issue. As I mentioned previously I am on my third piece of it and let's see how this goes.

    Was this answer helpful?

    0 comments