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
    2020-03-02T10:58:25+00:00

    I am not sure about what the technician did because the staff was different person. I just looked at my windows version and it changed. Before my device was replaced, I have done all the update from microsoft, but still has different OS version with the new one.

    Could you plz check the version of your windows and feed back?

    Best Regards.

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  2. Anonymous
    2020-03-02T10:59:49+00:00

    There is NO fix for this issue at the moment. I've been watching this thread for the past 4 weeks, where a lot of people recommended firmware/driver updates etc, but there is no real fix.

    The only workaround which has worked for me is the below from seanbob28:

    Removed "Modern Standby" features and created a new (non-balanced) power plan. Here's how:

    • a. Opened the Registry Editor and navigated to "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Power".
    • b. Changed the "CsEnabled" value from '1' to '0'. Clicked OK and restarted the Surface Pro.
    • c. Created a new power plan using one of the newly available plan options. I chose "High performance" and didn't bother changing any of its settings.

    That stops the random shutdowns, however it disables the 'modern standby', which is a feature you would like to keep using. I'm really tired of waiting for Microsoft to fix this so I'm returning my Surface soon.

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  3. Anonymous
    2020-03-02T11:04:41+00:00

    from 18363.657 (OS Build) 1903 (version) to 18363.693 (OS build) 1909 (Version). Please check if anyone have the 1909 version but still have the issue.

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  4. Anonymous
    2020-03-03T07:10:06+00:00

    Hi,

    yesterday my Surface replacement arrived from Microsoft.

    My device was fully replaced and got a new serial number.

    I've installed all my tools and apps.

    THERE ARE NO ABNORMAL SHUTDOWNS ANYMORE!

    The device runs on battery power goes into sleep, when not in use and continous work there, where I left it.

    So the resumee is that this behavior is due to an hardware issue and all people who run into this problem, too should immediately open a repair case via the Microsoft website as long as their warranty is still active!

    If you don't know how, here's how to to do.

    Go to www.microsoft.com and log in with your Microsoft account.  In your account go to "devices". If not done yet register your device with its serianumber. To find on the Surface package or on the back of the device behind the Surface Stand. After the the device is recognized you could open a Support case from there. You'll get a shippment label from there to print and stick it on a parcel.

    The exchange of my device took about 4 week days.

    Best regards Patrick

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