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
    2020-04-01T08:22:42+00:00

    Frustrated here also, even if only happens to mine when slept. It's true that I saw some replies from Microsoft in this same thread telling that they are working on a fix, but nothing until now.

    I will contact support and ask for a return, as it seems this is only affecting some units.

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  2. Anonymous
    2020-04-01T07:33:24+00:00

    No answer or solution from Microsoft since December '19.

    Numerous crashes every day. Many customers with similar problems.

    Microsoft support is not available (or you'll get lost in an endless waiting line).

    That's definetly not what I would had expect from a premium product.

    Sincerly, a frustrated customer from Germany.

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  3. Anonymous
    2020-03-31T17:19:14+00:00

    I am experiencing a similar issue. I suffer from random abnormal shutdowns (reflected on the sleep study attached) when on battery and suspended, right after activating "Modern Standby" (opening the keyboard)

    I have tried option 3 and 4 with no luck. I would rather not use option 2 or 1 as it will worsen my user experience more than this shutdowns. 

    Anyone with this issue has solved it somehow?

    I am contacting tomorrow morning with the support of Microsoft to check if it's better to return it.

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  4. Anonymous
    2020-03-31T16:19:03+00:00

    Option 4 has solved my problem! Thanks a lot

    Excellent! 

    Thanks for confirming.

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