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

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.

0 comments
Answer accepted by question author
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]

Was this answer helpful?

8 people found this answer helpful.
0 comments

510 additional answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2020-04-22T17:46:45+00:00

    I posted my case early in this same thread, and finally decided to return my surface and get a new one.

    Happily, the new unit doesn't suffer from this problem so everything is solved. 

    I highly recommend you to do the same.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2020-04-22T02:14:31+00:00

    Its a piece of **** for $2000. Mine is been replaced twice in 4 months.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2020-04-22T00:59:07+00:00

    they are just trying to buy time lol, just this morning (it's morning in Sydney btw), my partner was reading a document with ONLY Adobe PDF Reader open, nothing else and the device shutdown TWICE. She mostly surfs web and reads PDF.

    We first bought it on Mar 23rd and the device shutdown randomly so we went back to Harvey Norman and they exchanged a new one for us on Apr 9th. Now the second Surface Pro 7 started to exhibit same behavior, ****

    Was this answer helpful?

    0 comments
  4. Anonymous
    2020-04-21T20:35:53+00:00

    I'm a bit sceptical about this sudden fix.....why did it come now from a user....

    I'msure the HD power issue is one of many which may be causing the random shutdowns/blue screen/overheating/screen freeze/power charging issue/WIFI/pen......etc etc....QA should have identified many of these issues before market.

    MS have had since Dec 2019 to address these issues and have not yet put out a fix...software or firmware ....yes its a new product with teething problems but the delay by MS has caused many people time and money. 

    MS still don't allow the most up-to-date graphic driver from intel to be installed on the Pro7 until they have certified them….how long does it take!

    It comes as the topic reaches 10k and begins to be reported on in the press.

    Mine was a Christmas present £800. It replaced a Lenovo tablet which runs win 10 touch screen with no issues for 2yrs plus but I decided I wanted something a bit quicker. 

    I'm now on my second Pro 7...claimed on warranty for many of the above issues, this one runs cooler, no blue screen or freezing but only had this one 8 days! ….is it a new one ?, Don't know but the battery data said it had not been charged before and the case/screen were perfect.

    Hope MS can restore my faith...time will tell

    Robert

    Surface Pro 7 i5 128 8

    Was this answer helpful?

    0 comments