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
    2020-03-18T05:27:42+00:00

    Yousef, I did implement the recommendations provided by Sean in disabling certain attributes via the INTEL app. 

    I now see a new hardware issue pop up and shut down the OS. enclosing the screenshot for your reference. 

    I did post it as a separate thread to the MS support team. One thing is clear all fixes are temporary and behaviour is not consistent. 

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  2. Anonymous
    2020-03-18T07:50:43+00:00

    for the moment the change via the Intel Graphics Adapter seems to help - will have to test more, whether that keeps it fine.

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  3. Anonymous
    2020-03-18T11:45:52+00:00

    I strongly encourage you to use the fix identified on this thread that has been working for most of us:

    "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"."

    Or -

    Initiate a Support Ticket through the Microsoft website.  It is under warranty and you will receive a replacement!

    I also was helped by installing the Intel Graphics Command Center.

    Did that yesterday and need to do some more testing to be sure but - so far so good...

    Great if the Microsoft Surface Team can validate and do some testing and come back with a clear answer.

    Fingers crossed!

    //Joakim

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  4. Anonymous
    2020-03-18T13:40:48+00:00

    "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"."

    This was suggested by a post here and it worked for me.  I'd suggest trying this.

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