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
    2020-02-13T19:46:13+00:00

    Yea and mostly only when the type cover is open. I had it closed on my desk for 5 hours, occasionally opening to check if it had shut down, no problems.  Then I did a test where I left it open after responding to you, shut off in maybe a minute from last touching it. Replied to my service ticket saying it is still happening, then tested again, same thing, about a minute with the cover open and it shut down.  Then I figured I would time it.  And it was 48 seconds with the type cover down before the screen went black, this time I had to hard reboot it.  

    I thought maybe it was a software glitch related to the "turn screen off after..." setting but mine can be set to 5 min or 5 hours, and it still happens after about a minute of inactivity.

    The person helping me said it may be a hardware issue, I would recommend starting a claim so if it is a manufacturing error, you get it moving while still under warranty. This is definitely a real problem.

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  2. Anonymous
    2020-02-13T19:55:34+00:00

    I guess it's just a software or firmware thing that they can fix. I didn't see the issues initially but I have only seen the occur after I fully updated the device.

    But it could be that that's not related. However it does frustrate as it's a €1600 device that doesn't function as it should, which is very bad user experience for new users :-(.

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  3. Anonymous
    2020-02-13T20:08:54+00:00

    I hope, or it is a batch that have some sort of hardware issue.  As it just seems to be new owners noticing it that I have come across.  It is certainly frustrating given the price tag, I love it otherwise, I am just concerned it is a bigger issue that I don't want to e with since it should be a more or less perfectly working machine for that much money on it's 7th generation.  

    But I have got to say that the customer support has been good, and they have said that they would give a replacement if necessary, so while frustrating, at least there is that, mistakes happen I guess.

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  4. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2020-02-13T20:26:38+00:00

    Someone reported that if they detach the typecover and don't use it that the

    random shutdowns stop. As a test, if others afflicted with the issue could try

    to use their SP7's with no typecover and see if there are random shutdowns or

    not. This is a test, not  solution. It might be a good data point/diagnostic..

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