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
    2020-04-25T04:00:51+00:00

    My surface laptop 3 also got same problem (shutting down randomly) with surface pro 7.

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  2. Anonymous
    2020-04-24T17:02:52+00:00
    • I'm not an expert but my understanding of consumer rights in the UK are you have First 30 days to reject item if faulty and get a full refund, between 30 days and 6 mths its a repair or replacement.
    • If you are within the uk act  quickly to restore the purchase price to your bank account and either buy another one with  a new 30 days to check it works or select another product instead of the hassle with repair/replacement.
    • MS may get a fix soon but they have known about the issues since dec 2019 and still have not  solved all the issues, we live in hope!

    Robert

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  3. Anonymous
    2020-04-24T14:17:13+00:00

    Reaching the end of my patience.  Have tried all of the above, including refreshing Win10.  Worked for a few days, then the BSOD started again every few hours (or sometimes, several times an hour).  I also bought this model from COSTCO less than 30 days ago.  Batch issue? Bottom line, not sure how much longer I will put up with this unless MS starts to put some dedicated action and messaging out.  Love the design of this system (previous Pro 3 owner), but nice design and features DO NOT overcome poor performance and focused resolution support. Losing faith fast.

    I would return it, get a refund, and buy something non-MS.

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  4. Anonymous
    2020-04-24T13:57:28+00:00

    Reaching the end of my patience.  Have tried all of the above, including refreshing Win10.  Worked for a few days, then the BSOD started again every few hours (or sometimes, several times an hour).  I also bought this model from COSTCO less than 30 days ago.  Batch issue? Bottom line, not sure how much longer I will put up with this unless MS starts to put some dedicated action and messaging out.  Love the design of this system (previous Pro 3 owner), but nice design and features DO NOT overcome poor performance and focused resolution support. Losing faith fast.

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