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. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2020-02-15T10:59:52+00:00

    I hope Microsoft engineering is reading this forum. There are plenty of

    customers afflicted with this random shutdown issue and no real acknowledgement

    that they know the cause.

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  2. Anonymous
    2020-02-15T15:41:21+00:00

    Do you get the impression it is mostly recently purchased devices, or is it a new thing that a lot of customers are being afflicted by regardless of how long they have had the device?  Or is there no discernible pattern? Or has it been going on for a while, and it is just new to me because, the SP7 is?

    Because based solely on this thread it seems like recently purchased devices.  But I have done no digging whatsoever.

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  3. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2020-02-15T16:28:43+00:00

    No pattern that I can see..

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  4. Anonymous
    2020-02-15T17:24:52+00:00

    I just purchased my SP7 about a week or two ago.  I've been having this same issue.  I haven't really tried to identify whether it's when I'm on battery versus plugged in, but I'll definitely be paying attention to that moving forward.

    For me, if I'm using the device and then stop doing anything for like 30 seconds to 1 minute, then it just shuts off.  Black screen.  I can hit the power button and it boots up like everything is fine, but I've lost all the windows I had open and any work I had done.  I have tried reboot the operating system, made sure I had updates done, I've run the diagnostic toolkit (no issues).  Nothing has fixed it thus far.

    Another issue I've had pop up a few times is that occasionally I will be working and then stop for a minute.  Just like when it shuts off, except some of these times the brightness gets cranked up to 100% and then the whole thing freezes up and I have to hold the power button for 20 seconds to get the device to shut down and then restart.

    At one point, it was having some problems with the brightness adjusting a bunch (going up and down, repeat, repeat).  I turned off the "change brightness when lighting changes" function and that seems to have stopped for now.

    I've never had a Surface Pro and I really loved the functionality, feel, etc.  Hopefully this issue can be fixed and I don't need to return it for a refund and go with a different device.

    Reliability Monitor results included below.

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