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
    2020-04-01T17:33:29+00:00

    My Surface Pro 7 has completely shut down. I cannot get it to boot. This happened when I first bought it in Dec. then it cleared up somehow (I don't know how) and has worked fine since then. Any suggestions?

    Joe Childers

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  2. Anonymous
    2020-04-01T10:14:54+00:00

    I have the exact same problem. 3 and 4 don't solve the issue. It only crashes when on battery and suspended.

    I have already exchanged my Surface once, but got a refurbished one with the same problem. Not sure what to do now, I think I will wait for a couple of weeks and hope for a update.

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  3. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2020-04-01T09:34:31+00:00

    Microsoft has acknowledged an issue, but no info on when or if a fix will be
    available. See
    https://answers.microsoft.com/message/2488483a-efa2-4237-8605-423c0ddacc4c?threadId=070429f1-ad5e-48eb-acaa-6daca59739b0
    However, here is a temporary work around from another customer that seems to
    resolve the issue for many others:

    "
    I've fixed it on my SP7 i5/8G/256G by installing the Intel Graphics CommandCenter from the Microsoft Store, opening it, going to System>Power>Panel SelfRefresh and turning it off for both "On Battery" and "Plugged In"."

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  4. Anonymous
    2020-04-01T09:02:04+00:00

    Barb, 

    I have had the problem with and without the type cover. I've had my device one week. It's quite frustrating.

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