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
    2020-07-01T03:23:00+00:00

    I just returned a Surface Pro 7 costing $1500 to Costco as well.  The device just died and did not start after the 29th day of owning it.  I tried everything to revive it including support articles, power buttons, volume buttons etc.  Left it overnight for charge and everything.

    No idea what happened.  Was so disappointed by this, that I called Costco immediately and returned it.  Luckily it was within the return period by 1 day.

    This is completely crazy.  I have never had any device, not even 1 $100 chromebook or $90 phone go bad like this.

    The computer just died, period.  Imagine my horror at just spending a $1500 for a beautiful paperweight and accessories.

    I am wondering if its the SKU of Surface Pro 7 that is sold to Costco based on the above customer's experiences.

    On the other hand, I am typing this on a Mac that is over 9 years old and running just as fast as on the first day.

    I bought the surface for its versatility and portability, but now I don't have a clue whether to venture back into the Surface world.

    Think I will wait for the iPad OS to be more MacOS like.

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  2. Anonymous
    2020-06-12T01:37:55+00:00

    Something else that has been a useful workaround until Microsoft fixes this has been to either set the "When the Lid is Closed" to do nothing for both battery mode and when plugged in. Obviously not ideal but useful in the office when walking around to meetings.

    The second one has been to enable the Hibernate button in the start menu, and use Hibernate in stead of sleep, even with the Lid Close action. Seems to prevent it from bugchecking whilst asleep. 

    Not the greatest workarounds but saves having to restart applications everytime this happens...

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  3. Anonymous
    2020-06-12T01:23:05+00:00

    Thanks so much to whomever came up with this fix!! I was really worried about this problem and was considering taking my Surface back. I've only been using it for two weeks.

    The problem was occurring regularly whenever I turned my back on it briefly. It never happened when in use. The Graphics Command Center fix resolved it. So relieved! Thanks again

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  4. Anonymous
    2020-06-10T06:20:33+00:00

    Here's my powercfg sleepstudy report

    Bugchecks almost every time the lid is closed

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