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
    2020-02-26T20:59:25+00:00

    Hi Miguel, yes, a number if us have contacted microsoft support directly for the exact same issues and ultimately were told it was a hardware issue and to send it in for a replacement. I recommend doing the same asap while still under warranty.

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  2. Anonymous
    2020-02-26T20:12:18+00:00

    My surface pro 7 i7, 16GB 256GB, has randomly powered off 3 times today when running on battery mode. In fact, overall, reliability is very poor, as seen in the attached figure.

    I often have issues when I leave it unattended for some time and it goes to sleep not in a good way (i.e. when I wake it up, all apps have closed, so it seems to be the equivalent to a power off). I have auto-update on, and today's crashes occurred after the last update check today. Crashes while using it like those experienced today (the screen just goes all black, as in a power failure while I am typing on the surface cover) were not common in the first month - I bought this unit in December. Is this likely a hardware issue?

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  3. Anonymous
    2020-02-26T14:48:31+00:00

    Hi everybody, try this one:

    I have experienced the problem recently. Here are my workaround:

    In the control panel, go to System and Security -> Power Option -> Choose what power button does -> Change settings that are currently unavailable -> uncheck Turn of fast startup ->Restart.

    Hi everybody, I am a surface fan, started with surface pro 3, 5, then 7 (i7, 16G, 256). I suffered such random shut down days after purchasing my surface (from Germany). I have tried all the available trials and non worked out including ( unchecking Turn off fast startup ). Even it started to shutdown during typing.

    Lastly I have registered to Windows insider program and I am testing nowadays I hope it works.

    Also I have noticed it occurs with type cover attached, so I am also testing my surface without the type cover. I think it is just a windows bug not a hardware fault, that is because there is another bug I suffered but resolved with recent windows update. The bug was repeated disconnection from wifi and re-connection so many times.

    I hope it is just a windows bug that will be fixed sometime.

    N.B:

    I left my surface open for about 3 hours to drain the battery (it was about 40%) and no single crash occurred.....which is very strange.

    Every hour I check my surface and I found it still open, no crashing occurred. I left the Edge browser open during this period and no single crash !!.

    I think crashing is related to battery level. I have adjusted it to the best appearance. 

    Also I searched for this crashing and I found it is very common in the surface pro since 2nd generation and many people have reported this bug years ago.

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  4. Anonymous
    2020-02-26T14:32:33+00:00

    My Surface Pro 7 had these symptoms of shutting off within a day of purchase.  I've been in the IT and electrical engineering field for 20 yrs.  I immediately took it back and got another one.  Over 2 months no issues on this one.  I tried all kinds of things with the first one with the no fix. Let MS fix it is what I recommend at this point..

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