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
    2020-03-13T16:02:13+00:00

    Hey everyone,

    Thank you for reporting this issue, we are actively investigating. Please continue monitoring this thread for additional information and continue to check for Windows Updates.

    Thanks,

    BryanH [MSFT]

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  2. Anonymous
    2020-03-13T18:30:15+00:00

    I am finding that it appears to be going to sleep or powering down.  Normally I can push the power button and it will power back up.  However, many times that will not work.  Then I learned on a flight with all lights out in the plane, that the screen still had power to it - very slightly at that.  I held the power button down and did a force shut down.  When I did that, I was able to power back up.  However, during this entire process the Surface was getting extremely hot on the back side.

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  3. Anonymous
    2020-03-13T21:52:23+00:00

    I am having issues with my Surface Pro 7 too. It just shuts down randomly if not connected to a power source.

    If I leave it alone for less then 30 secs it shuts down.

    I have checked updates and it is up to date on them 

    The display timers are all sent to "Never" so it doesn't shut down randomly. But it still does. 

    Should I exchange it for a new one? Cause I just got it and still have a warranty for it.

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  4. Anonymous
    2020-03-13T23:01:52+00:00

    Since posting my issue that everyone else is having, I searched back and found four options that were posted by member "seanbob" on page 17.  I chose Option #4 that he learned from another member in this community.  (I'm new to the Community to I apologize for not giving the appropriate credits.)  Option #4 was an easy download of the Intel Graphics Command Center from the Microsoft Store.  Installed the application, opened it, and followed the simple steps described below in "seanbob's" words.

    "I've fixed it on my SP7 i5/8G/256G by installing the Intel Graphics Command Center from the Microsoft Store, opening it, going to System>Power>Panel Self Refresh and turning it off for both "On Battery" and "Plugged In"."

    Again, he lists three other options that he has tested himself so I highly encourage everyone to take a look until Microsoft catches up and sends out an update.  Like I said, I was ready to take my Surface Pro 7 back a couple of hours ago.  I've had it for a couple of weeks.  Followed the above steps and it has not closed down yet without me initiating it.

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