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
    2020-02-24T19:02:02+00:00

    Also suffering this issue, took it to MS store in London who just reinstalled Windows and apparently tested it, soon as it came home it happened again

    They dont seem to be acknowledging an issue at all and are refusing a refund so ita likely going legal, hopefully this thread will help in that aspect. 

    Such a shame as its a nice product when it works

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  2. Anonymous
    2020-02-24T18:34:35+00:00

    Had the same problem. Shutting down randomly while on battery power. I bought originally from BestBuy. After setting up the device I started noticing the problem , it then became clear this was not a 1 time deal. I looked into it on the web and noticed this and other forums with users having the same issue. I contacted Microsoft Tech support, although nice and courteous could not fix using a remote connection , updates etc. He recommended contacting BestBuy since it was still under return window, but assured me that if the period closed Microsoft would take it back. I contacted Bestbuy and a Geeksquad tech guided me and ran a diagnostic software remotely , it fixed some other issues but still could not find a fix for the shutdown. He did setup an appointment at the store with GeekSquad. After showing to the appointment I explained all the issues interaction with Microsoft support and GeekSquad support couldn't fix it, he just offered to replace or refund. I did opt for a replacement. 

    The new device is working without problems.

    Recommendations : If you notice this problem , call tech support immediately, if not fixable exchange ASAP.

    Hope this helps.

    I think I read somewhere it might have to do with faulty connection of battery at the manufacturing level, so if you have this problem the device is defective and need replacement.

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  3. Anonymous
    2020-02-24T17:59:53+00:00

    Thx for your detailed analysis.

    Same issue with me (i5, 8G, 128G), though the issue has not been happening as frequently as some have mentioned. Most of the time on plug, and I believe all shutdowns happened when I was on battery.

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  4. Anonymous
    2020-02-23T20:38:51+00:00

    Thanks so much for posting this work around. It seems to have worked for me. Like you said, we shouldn't have to settle for a work around, so i hope MS acknowledges this issue and fixes it. Thanks again for the post.

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