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
    2020-06-01T07:10:26+00:00

    It's quite strange, cos for me the 2004 update has completely resolved the random shutdowns. I'm still on the 26.20.100.7641 driver. And have re-enabled Panel Self Refresh 🤷‍♂️ Not a single shutdown in the 12 days since updating.

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  2. Anonymous
    2020-06-01T06:49:24+00:00

    According to the 2004 the shutdown issues are the reason for the blockage.

    Anyway, in my experience, after installing the latest Intel Graphics driver 27.20.100.8190, the problems are completely gone.

    best,

    Ruud

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  3. Anonymous
    2020-05-31T22:19:51+00:00

    I have this same issue. After trying option 4, the occurrence went down but not completely resolved. It used to shutdown once left idle for less than 5 mins, now it only shutdown after a few hours. However, I still have this problem 2-3 times a day. I am reluctant to try options 1 and 2 because I don't want to modify things at the system level or have display issues. I will try option 3, perhaps. Any more suggestions?

    p.s., I can't see the 2004 update. Am I blocked from it because of the compatibility issues? Should I put some hope in the new update will solve this problem?

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  4. Anonymous
    2020-05-31T19:04:09+00:00

    Hi K.

    See the start of this thread. Choose option 4 (as you did) and you probably see a restart once every 1-2 days. Install the latest Intel Video driver and your problem is most likely solved.

    The official solution is on it's way. The device is now blocked for Windows 10 2004 because of this issue.

    Best,

    Ruud

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