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
    2020-03-27T09:55:29+00:00

    Hey everyone,

    Thank you for reporting this issue, we are actively investigating. Please continue monitoring this thread for additional information and continue to check for Windows Updates.

    Thanks,

    BryanH [MSFT]

    I got my surface pro 7 from Antonline retailer on eBay. It was working ok for 2 months . Then the screen just went off one day. After that I could not power it on anymore. I messaged retailer through eBay platform but there is no reply. The device was purchased in Dec 2019.can i return this to microsoft directly ? I registered it On microsoft site and it shows item under warranty.

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  2. Anonymous
    2020-03-26T18:18:16+00:00

    So, I'm curious if the fixes aren't working for particular devices .  I have a Surface Pro 7 i7 16 256 , and option 4 fixed it for me.  Have the fixes primarily helped only the i7 machines or is there an i5 that has had success?  There may be no link here, but its worth looking into, I think.

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  3. Anonymous
    2020-03-26T18:08:25+00:00

    I'm sorry that you are still having this problem.  Others have had success with the other options mentioned .  Have you tried those?  If those all don't work then maybe someone else could help you discover a solution. It's a huge shame that some of you have machines that are still having issues!  If mine persisted with that issue I would have definitely returned it to the retailer i bought it from or Microsoft.  I hope there is a solution out there to help you!  Let us know if you do find a solution or if you are able to have Microsoft aid you in another replacement.....

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  4. Anonymous
    2020-03-26T18:00:46+00:00

    Maybe intel updated something that was causing the issue?  I'm not sure if Intel updates through the command center .  I hope it remains that way for you .  I only know it helped me so far (at least a month i believe ) I have not had my machine do the black screen fake shutdown / stall.  It seems to have helped a lot of users, but others aren't quite as lucky .  I wish Microsoft would be more proactive on finding a fix OR at least, telling us options that they have observed . These devices are amazing when working properly ! It's a shame that not everyone can enjoy it.

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