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
    2020-03-10T09:18:24+00:00

    I'm experiencing these issues, too.

    I live in Japan, and I just got my new Surface Pro 7 at an electronics store last week.

    (sorry for poor English!)

    I did not completely solve this problem, but found a way to reduce the symptoms.

    In Power Options, selecting "High performance" improves the problem.

    However, the Power Option usually only has a "Balanced(recommended)" option.

    So, run Windows PowerShell as Administrator and execute the following command on the command line.

    > powercfg -setactive 8c5e7fda-e8bf-4a96-9a85-a6e23a8c635c

    This creates "High Performance" option button in the Power Options window.

    With High performance power plan, the bugs are somewhat improved.

    But unfortunately, it is not perfect.

    I hope this helps to clarify the problem.

    Best regards.

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  2. Anonymous
    2020-03-09T22:18:11+00:00

    Thanks!  Planning to exchange it tonight.

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  3. Anonymous
    2020-03-09T20:33:42+00:00

    Ok so Best Buy wouldn't help me at all even though I only missed the return window by 3 days.  I opened a service ticket directly with Microsoft and they will send me a new one as soon as they receive my current one.  I paid the $10 expedited processing and should have a new one within the next 4-5 days.

    I say return it.  There's no solution in sight from what I can tell.

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  4. Anonymous
    2020-03-09T19:05:29+00:00

    Just got mine yesterday from Costco.  Shuts off completely each time the screen goes dark for standby.  Awesome! 

    What's your advice?  No legitimate advice has been given here in this thread.  Should I return it?

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