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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]
I feel like they are just trying to convince u until they found the real problem...
I spent alot of time contacting the chat support and emailing them to follow up. Even after performing what they've told to do and trying option 4.
My screen still freezes and shut down abruptly. I tend to look up in the reliability report to track any hardware failures or so... it seems like the thing that's always there is some hardware error by wins. (Not sure if it's same).
I eventually called up microsoft to talk about the device and managed to make a return for faulty device (within 30days).
Ha!! And i have spent hours with them and my second replacement is on its way. In 4 months not to mention. They had no answers. It won't even allow them to boot from usb. Totally a brick. Sitting there. $2000 machine. Damn Microsoft. Done with them!
My conversation with support today. Let me know what you all think of this explanation:
Me: I have done my own research online, and there is a thread in the Microsoft community that identifies a few workarounds, one of which seems to have worked. Though I'd like to identify why this suddenly started happening. I've lost a lot of work this week due to this problem, and would like to avoid it happening again.
Support: Oh! I appreciate that you already have performed some steps for us to possibly resolve our issue. Thank you so much.
Actually there are a lot of different probable causes why this is happening with your Surface right now, Daniel. This could be a software issue which can be fixed by doing the troubleshooting steps or this could also be hardware issue.
I performed step 4 identified in this thread: Disable the "Panel Self Refresh" option in the Intel Graphics Command Center:
by installing the Intel Graphics Command Center from the Microsoft Store, opening it, going to System>Power>Panel Self Refresh and turning it off for both "On Battery" and "Plugged In"."
Support: I would like to share this information to you, Daniel.
It could be because the Intel Processor on Surface Pro 7 has this feature that when there are a lot of applications running specially on the background the processor gets so hot and automatically the processor relays the information to the motherboard and motherboard automatically shuts down the Surface device to protect the Surface device from getting damaged.
Me: ok, that sounds reasonable. I've never noticed the surface getting too hot, but I definitely run a lot of heavy apps
Support: Thank you very much for your wide understanding, Daniel. Yes, this is actually a feature of Intel Graphics.
Me: Why did the setting Panel Self Refresh seem to resolve the issue? How can I prevent this from happening in the future? I'd rather it give a warning first, so I don't lose a bunch of work.
Support: Good question.
Disabling the Panel Self Refresh option in the Intel Graphics Command Center is basically disabling the feature, Daniel. This will bypass the feature to shut down the Surface device.
Me: is there another way I should prevent this hard shut down, without melting my processor?
or is this the right way?
Also worth noting that this issue popped up in the Surface Pro 7 community in December, and has been happening to many Surface Pro owners. Some of which have had this issue after only owning the surface for a couple weeks.
Support: I can truly imagine this has been concerning you a lot but please try not to worry because you are doing the right thing, Daniel. Actually the feature with the Intel Graphics forcing the device to shutdown when there are a lot of application running is a little bit exaggerated. In reality this will really not melt the processor of your Surface device, Daniel. To be honest, the new Surface devices that are being released do not have this issue anymore because we have received a lot of feedback about the Surface Pro 7 from our valued customers that is why Microsoft already disabled this feature.
that link should work
