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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
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
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]
I bought a brand new surface 7 pro June 9th, immediately had BSOD issues, tried to troubleshoot myself for 2 days and finally used the chat function to report the issue. After three different chat conversations, I finally was able to start the replacement process.
I can't express my disappointment with this process enough. Not only did my techs not acknowledge that this was a known issue, I stated the troubleshooting steps that I had already done a number of times, and they continued to ask me the scripted questions. Then, as a resolution, their response was going to be shipping me a refurb. I had to refuse for them to realize that the product was less than a week old at that point. Their answer was that I had to call sales instead, to start the replacement process. Fine. Better than a refurb for sure.
I called the sales number, they immediately asked for my ticket number from the tech calls. Of course, neither the second, or the third tech gave me numbers so I had to use the number from the first tech. She couldn't find anything for 10 minutes then finally found my case. She started the replacement process.
They aren't sending me a new one until they get my old one back!! It will be 8 business days by the time the package get there (says UPS tracking), and probably 2 or 3 more before my new one gets here! That's two weeks without a computer, while working from home under COVID restrictions. I had to drive in to work to get my work computer.
I even joked with the sales lady about upgrading me for all the issues and she just flat out said no. Not even an attempt at helping to alleviate my frustration with the issue.
Terrible customer service for me on this. Thought better of Microsoft, especially during this time. No reason they couldn't have shipped out replacement immediately and/or provided me something for the awful experience. I spent $800 and haven't gotten to use it yet. They've certainly kept my money this whole time.
Microsoft issued a firmware upgrade yesterday:
That is suppose to solve the restart issues:
If you then also install the latest intel Graphics driver, you should be fine.
Best,
Ruud
This fixed the missing Brightness slider that I posted about last week as well ... it's back in the Display Settings like it's supposed to be.
Microsoft issued a firmware upgrade yesterday:
That is suppose to solve the restart issues:
If you then also install the latest intel Graphics driver, you should be fine.
Best,
Ruud
from the Windows 20-04 compability issue list:
Errors or unexpected restarts for some devices using Always On, Always Connected
Some devices using the Always On, Always Connected feature might have compatibility issues with Windows 10, version 2004 (the Windows 10 May 2020 Update). Affected devices will have more than one Always On, Always Connected capable network adapter, such as the Microsoft Surface Pro 7 and Microsoft Surface Laptop 3, and might receive errors or unexpected shutdown or restart.
To safeguard your update experience, we have applied a compatibility hold on Windows 10 devices with affected drivers or firmware from being offered Windows 10, version 2004.
Affected platforms:
Next steps: We are working on a resolution and estimate a solution will be available in mid-June.
NoteWe recommend that you do not attempt to manually update using the Update now button or the Media Creation Tool until this issue has been resolved.
