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
    2020-04-19T05:27:09+00:00

    Hey dgre057, I've reinstalled windows 1909 and it works perfectly fine for now... 

    Not sure if this is the only resort. 

    I'll update if it crashes (black screen) or shut down randomly. :)

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  2. Anonymous
    2020-04-19T01:00:34+00:00

    Yes, that is correct, I’m on the “Release Preview” ring. I have posted about this in the Feedback Hub App (for whatever good that is likely to do) and will post to the Insiders Forum (although there are already several posts about this issue there). But given how widespread the problem is, and the fact that it outdates 2004 by quite a while, I suspect that the timing is a coincidence.

    If anything, 2004 perhaps makes the problem even worse? Yesterday I couldn’t work on my Surface for more than 5 minutes before the screen would suddenly go black and I’d have to reboot. Eventually I did a clean reset, and it has been better since then. It has only crashed twice so far this morning. Option 4 doesn’t fix the issue for me, and there doesn’t seem to be a CsEnabled registry key on my Windows build (is that possible?).

    My next step will be to reinstall 1909 – if only to prevent Microsoft using that as an excuse. But maybe then some of the work arounds in this thread will help. If not, I’m going to have to return the device. It’s borderline unusable as is. And there seems to be little point getting a replacement if Microsoft is unwilling or unable to fix the problem.

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  3. Anonymous
    2020-04-18T15:21:50+00:00

    Glad Option 4 seems to be helping you!  I noticed the same thing about how the back of the device remains close to room temperature now.  Once it seemed like the overheating was gone for good, I felt comfortable reapplying my decals haha

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  4. Anonymous
    2020-04-18T15:16:37+00:00

    Ok... some updates here.  I've decided to try reinstalling windows as advised by Microsoft support. It's quite a troublesome thing because U need to back up your files and boot your surface.  After reinstalling, I've tried downloading the Intel Graphic Command Center and off the  panel self refresh for both on battery and plugged in, as suggested by comments 👍�� Seems to be working fine for now.  Will update if i have any shutdown or crashing issues again. 😊 

    That's great!  Option 4 is what did the trick for me too.  Keep us updated.

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