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
    2020-05-26T09:20:55+00:00

    Woah - please ignore my previous reply. Although I failed to update Windows 10 to the May edition, the latest firmware updates did install:

    And now I've turned Standby back on and my sleepstudy report has gone from this:

    to this:

    ie, the device which could never sleep without crashing has been sleeping and waking up fine for the last few hours. From my perspective the latest firmware updates have fixed the problem. However, for now, I will keep the latest Intel graphics driver and display refresh settings the same, in case setting back to default breaks things again.

    Of course I'll keep everyone updated if I find new problems, or the fix proves not to be permanent.

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  2. Anonymous
    2020-05-26T06:30:25+00:00

    ** SEE FOLLOW-UP POST BELOW**

    Darn - it looks like they've pulled the update for Surface 7, as I got this: 

    Taking me to this link: here.

    I've tried all the solutions and nothing has worked. Once my Surface goes to sleep it crashes, so it does a full startup when I turn it back on, losing current state and work in progress. My only solution has been to completely disable sleep, whether on battery or external power which means a slow startup, but at least I can leave work open.

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  3. Anonymous
    2020-05-25T22:45:01+00:00

    So, I can offer a little hope. I allowed my Surface to install the May 2020 update a week ago, with option 4 in place. I wanted to test it again, while it's still relatively easy to get version 1909 back. Although it failed to wake up once that day (you can imagine what I was thinking), it has not happened in the six days since. On the 22nd, I even re-enabled Panel Self Refresh, after receiving a firmware update for my Surface (I don't know if the May update is a prerequisite, or if everyone received this?). 

    Furthermore, my Surface has never remained asleep overnight - it has always gone into hibernate (I definitely do not sleep more than the 960 mins required by the power settings). But since these updates, it has woken instantly, even after sitting overnight on battery.

    That's just my experience...so we'll see what other people find. But it is positive. I have had some other issues - the start menu is sometimes unresponsive after waking from sleep and I have to sign out/in to get it back. But I haven't had any random shutdowns!

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  4. Anonymous
    2020-05-24T10:39:10+00:00

    Actually,  Case not completely closed.

    Since I implemented option 4 I've seen 1 shutdown in every 1-2 days or so. That means much, much better, but not perfect.

    So I went for Option3. I did not install the driver from the link, but the latest.

    This is the driver that is already ready for 20-04 release. After installing this driver, I've been good for 4 days now.

    Don't worry about installing an intel driver over the standard surface driver. I've owned many surfaces (3,4, 5, 6 and now 7) and on several occasion I installed the latest intel driver to circumvent an issue. Microsoft will release an updated driver later no doubt, but for now this is good. You might notice that windows will re-apply the original driver at some point. Then you simply repeat the install.

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