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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
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
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]
Hi,
yesterday my Surface replacement arrived from Microsoft.
My device was fully replaced and got a new serial number.
I've installed all my tools and apps.
THERE ARE NO ABNORMAL SHUTDOWNS ANYMORE!
The device runs on battery power goes into sleep, when not in use and continous work there, where I left it.
So the resumee is that this behavior is due to an hardware issue and all people who run into this problem, too should immediately open a repair case via the Microsoft website as long as their warranty is still active!
If you don't know how, here's how to to do.
Go to www.microsoft.com and log in with your Microsoft account. In your account go to "devices". If not done yet register your device with its serianumber. To find on the Surface package or on the back of the device behind the Surface Stand. After the the device is recognized you could open a Support case from there. You'll get a shippment label from there to print and stick it on a parcel.
The exchange of my device took about 4 week days.
Best regards Patrick
There is NO fix for this issue at the moment. I've been watching this thread for the past 4 weeks, where a lot of people recommended firmware/driver updates etc, but there is no real fix.
The only workaround which has worked for me is the below from seanbob28:
Removed "Modern Standby" features and created a new (non-balanced) power plan. Here's how:
That stops the random shutdowns, however it disables the 'modern standby', which is a feature you would like to keep using. I'm really tired of waiting for Microsoft to fix this so I'm returning my Surface soon.
I'm a longtime user of a Surface Pro 4 at my office. I really liked it, so I purchased a Surface Pro 7 (i7/16GB/256GB) for personal use about a week or two ago. Experienced NO issues while it's been plugged in. Immediately noticed problems when on battery though, as the screen would go black (experiencing an unexpected shutdown) within 1-2 minutes of inactivity. Occasionally the screen would just freeze and the Surface would need to be force restarted by holding down its power button for a while.
Here's my troubleshooting so far:
There was ONE thing that resolved the behavior for me, but it is purely a workaround and NOT A SOLUTION:
Whenever my Surface Pro 7 is using the custom plan, it doesn't crash anymore, but you lose the battery power features (when you click on the battery icon in the system tray) and the ability to quick wake from sleep (back to using the power button). I can still swap between the custom plan and the default "Balanced" plan too. The "Balanced" plan restores the battery power settings and quick wake, but the unexpected crashes return alongside it.
Since the behavior can be changed, this leads me to believe that the underlying issue is most likely related to firmware/drivers rather than the hardware itself (though I admit that this doesn't fully explain why my wife's Surface Pro 7 works and mine doesn't). That being said, I thought I was buying a portable device, so this problem really needs to be fixed soon or I plan to return my Surface Pro 7 while I still can.
TL;DR -- I did a bunch of stuff and none of it fixed the problem. Found a potential workaround by disabling modern standby and creating a new power plan. We still need an actual fix ASAP.
Yeah so i just got home and started up. Was at 85 battery. Browsed the internet with chrome for a few minutes and all was good. Battery went down to 84. Didn't touch keyboard for about a minute and automatic shut down. Didn't have to long press power button to start back up like i usually do. Just a short press and started up. Now I'm sitting here not touching keyboard or screen at all while I'm going this whole post on my phone. Got to this point and screen went black. And had to long press power to turn it back on. Back to being aggravated. Firmware update didn't work. Obviously MS has no clue how to fix this issue so i know I'm in for more aggravation with sending it back to them and then getting it back and it's still not fixed. Never again Microsoft.
