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
    2020-02-20T07:00:50+00:00

    Hi, I'd like to give a short advice on how to check which firmware is installed on your devices.

    Open the surface app (Startmenu -> Then type Surfaceor just click the Surface Tile, when it's visible.

    Head to this section  and notice the marked drivers:

    Head to the Surface update history page here:

    https://support.microsoft.com/de-de/help/4526363/surface-pro-7-update-history

    Check the latest entries version numbers on top of the page, especially the UEFI firmwares.

    Because there's not a newer firmware for the SAM right now, head a little bit downward to get the past updates from 2019 and expand it:

    Lookout for the Surface System Aggregator Firmware(SAM)

    If the version numbers match to the ones in your Surface app then you should be up to date.

    Those firmwares will/should be updated by Windows Update. So regularly there should be no need to update the drivers manually.

    I hope that this will help a little bit.

    Best regards

    Patrick

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  2. Anonymous
    2020-02-20T04:46:11+00:00

    Does your SP7 also keep switching brightness on you all, even with adaptive brightness off? I have this shut-down issue and a brightness issue.

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  3. Anonymous
    2020-02-19T23:54:03+00:00

    So i rebooted and opened chrome. Went to a website and walked away for i think about an hour? No shut down and battery went all the way down to 59 so far with no shut down. It's all so random, i don't know how MS will be able to fix this. Like i said, never again Microsoft. Good luck everyone. Sorry about the false optimism with the firmware update.

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  4. Anonymous
    2020-02-19T23:03:02+00:00

    Absolute bummer.

    I have had two instances in the past few minutes where I stop using the device and after a couple minutes the screen brightness goes up to 100% and the device freezes.  I have to hold the power button down for 20 seconds to get it to shut off and then reboot.

    So basically one of two things happens: (1) the device just straight up turns off and screen goes black, and it boots up quickly when I hit the power button again; or (2) the brightness goes up to 100% and then the device is frozen completely until I hold the power button down and then reboot the device.

    I just bought this SP7 two weeks ago, so I'm guessing I need to get a formal complaint filed or something just so that I don't lose the ability to get a replacement device or something?  I haven't even looked into it yet because I was hoping it's not that the unit is faulty (just a software issue that would be fixed).  As of right now, I'm not so optimistic.

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