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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  2. Anonymous
    2020-04-19T14:32:25+00:00

    If it were me, given the lack of updates from Microsoft and the conclusion that

    if this was a Windows (as opposed to a driver or hardware) issue and there was

    no improvement in 2004 AND knowing that Microsoft tests Surface driver releases

    in the Insiders Rings AND I felt a device was borderline unusable, if I was

    within 30 days of purchase and able to return for full refund, that is what I

    would do.

    Excellent advice and a good reminder for folks to pay attention to return policies!

    I bought mine from Best Buy which has a 14-day return period.  I was out of the country when that period ended and tried to return it on day #17.  They refused to help. And the Microsoft store wouldn't help because I didn't purchase it there.  I had to open a ticket with Microsoft online, send in my device, and accept a replacement. 

    No one at Microsoft would tell me if my replacement was new or refurbished, so it's entirely possible that I paid $1,250 and only had a truly new product for about two weeks.  But I digress.  Microsoft's (and Best Buys') replacement policy & communication standards can be saved for another thread...

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  3. Anonymous
    2020-04-19T14:14:03+00:00

    Yeah the first time it started just a week past the return date, how convenient right!  Replaced and the replacement hasn't completed a full month and sent it back out again yesterday.  I will cut my losses at this point,  sell it if I can and call it a day.  Never again!

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  4. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2020-04-19T10:19:24+00:00

    If it were me, given the lack of updates from Microsoft and the conclusion that
    if this was a Windows (as opposed to a driver or hardware) issue and there was
    no improvement in 2004 AND knowing that Microsoft tests Surface driver releases
    in the Insiders Rings AND I felt a device was borderline unusable, if I was
    within 30 days of purchase and able to return for full refund, that is what I
    would do.

    Was this answer helpful?

    0 comments