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
    2020-05-23T23:07:24+00:00

    This has worked thank you so much i was about to send it back

    Excellent! Thanks for letting the group know.

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  2. Anonymous
    2020-05-23T23:01:32+00:00

    This has worked thank you so much i was about to send it back

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  3. Anonymous
    2020-05-20T10:16:19+00:00

    In fact it is. To be honest, it owned a lot of surface devices and I've seen much worse than this one. Option 4 is quite acceptable. A hardware vendor who implemented a feature that the driver for a given implementation (aka device) could not handle properly happens all the time.

    The ability to change a setting and switch that feature off is quite OK. So it is a solution. You can pretty much live without the feature.

    Now should have Microsoft updated the driver, or at least put out a warning and official solution? Absolutely. But they have probably bigger fish to fry.

    My point is, if you're relatively tech savvy, you or someone else will figure it out and you can adjust.  The majority of the users are probably not and that's a pity.

    Any way. Case closed. Moving on ...  

    Thanks,

    Ruud

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  4. Anonymous
    2020-05-20T10:10:59+00:00

    Since none of the proposed options worked for me, not even #4 that helped so many others, I contacted Microsoft directly (my retailer had closed temporarily because of Covid). They told me they were aware of this problem, but the only thing I could do was wait for an update, they would not replace my SP7.

    I was rather desperate, because I work from home at the moment, and I really need a device that I can rely on. So at the beginning of last week when finally stores opened again where I live, I went to the retailer where I bought the Surface in October, and they sent it to Microsoft. So for the last days I'm forced to work with my 7 year old Asus that I dug out of the depths of my closet.

    Yesterday I was contacted by the retailer that I could come and get the Surface. I got a replacement device. When I was home and removed the sticker from the back of the device (there was some kind of report sticked to the back), I saw that the back was covered in dozens of serious scratches!! It looked awful! How could they do this to me? I gave them a device that was visually impeccable and did not have a single scratch and that I paid more than 1200€ for, and they replace it with a shabby used device, lowering the value of my device substantially if I chose to sell it. So I went straight back to the retailer and they sent it back again...

    I feel so betrayed and let down by Microsoft, I will not forgive them! Even if the next Surface I get works flawlessly and looks decent, I'm switching!

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