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.

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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
    2020-03-06T12:58:13+00:00

    Have you updated the software to the latest version, or kept as you got?

    Since i am not sure if this problem starts to happen with me after the update!

    I've performed all the latest software upgrades and even run the Surface Pro Diagnostic Tool.

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  2. Anonymous
    2020-03-06T12:59:49+00:00

    I just went to Best Buy and got a new one.  I made sure the Lot # was different on the box.

    I have been using the new one for about an hour or so now and have not had this issue.  Hopefully this new one doesn't have any problems.

    Best Buy apparently has a 15 day return window, which I was outside of.  I thought it was 30 days.  Thankfully, they let me exchange the device without any issues.

    I ended up replacing mine as well, so far its working great, the MS store was super helpful. Ill keep you guys updated.

    Good idea to check the Lot #.  I'll be going to Best Buy on Sunday to let Geek Squad observe the problem and will hopefully be able to get a replacement.  It'll only have been 17 days since I purchased it so hopefully won't have any problems with the exchange.

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  3. Anonymous
    2020-03-08T03:04:41+00:00

    I added Logitech mouse M720 and the abrupt shutdown started again. The frequency of shutdown also increased in a span of one hour. 

    Did anyone face this issue?

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  4. Anonymous
    2020-03-08T03:05:27+00:00

    Which lot number did you pick up?

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