Surface Pro 7 shutting down randomly

Anonymous

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

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

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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510 additional answers

Anonymous

2020-03-27T07:49:02+00:00

So, I'm curious if the fixes aren't working for particular devices . I have a Surface Pro 7 i7 16 256 , and option 4 fixed it for me. Have the fixes primarily helped only the i7 machines or is there an i5 that has had success? There may be no link here, but its worth looking into, I think.

I have an i7/16/256 and options 3 and 4 did not work for me, so I'm going to try option 1, although I'll miss quick start from sleep...
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Anonymous

2020-03-27T09:55:29+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]

I got my surface pro 7 from Antonline retailer on eBay. It was working ok for 2 months . Then the screen just went off one day. After that I could not power it on anymore. I messaged retailer through eBay platform but there is no reply. The device was purchased in Dec 2019.can i return this to microsoft directly ? I registered it On microsoft site and it shows item under warranty.
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Anonymous

2020-03-27T13:36:52+00:00

Just want to say this is exactly whats happening to my surface pro 7
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Anonymous

2020-03-27T13:56:50+00:00

Open a Support Ticket with Microsoft through your online account. You may have to register the device first, but the account will reflect the warranty time remaining and the Support Ticket will outline the steps for returning the device and obtaining a new one. That's what I did. Once I recieved the new device, I followed Option 4 on this thread and my Surface Pro 7 does not randomly shut down anymore
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