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
    2020-05-02T11:41:25+00:00

    Number 4 was easy to install and fixed the problem so far.

    It is really great that some folks take the time to post and help the rest of us out.

    I would not have known where to start.

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  2. Anonymous
    2020-04-29T15:25:00+00:00

    MS needs to change their name to RS: Replacement Store! I am done with them!

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  3. Anonymous
    2020-04-29T15:03:07+00:00

    As mentioned earlier in this thread this exact problem also occurs on the new Surface Laptop 3. It only seems to occur when running on battery.

    When i received my first SL3 around Christmas i had the exact same issues. After allot of fresh installs and suggested fixes the problem still occurred. Therefore i contacted my supplier which registered it as DOA and send me a new one.

    This new SL3 didn't had the issue so i was very happy! Only not for long because after just a few weeks of usage i found a crack in my screen. Knowing i handle my laptop with care this couldn't happend due wrong usage. Therefore i searched the internet and found out allot of SL3 users are reporting the same cracks appearing on there laptop. With this information i contacted MS (because this wasn't a DOA my supplier couldn't help me) and they agreed to exchange the laptop for a new one.

    Within just a few days i received a new SL3 and again i was very happy! Only this time for even a shorter period because after just 30mins my laptop crashed again.... So again i contacted MS to report this issue. When i gave the support my SN i recognized the last 4 digits.... So i looked up my first email conversation with my supplier and believe it or not i got my first SL3 back!!! (what are the ods?? From MS to supplier to me to supplier to MS back to me...)

    Luckily my MS support contact helped me out great (Thanks John!!) and send me a new one. Only due Covid19 they were out of stock. Therefore i've waited 5 weeks to receive a new one which i received yesterday :D

    And guess what; It has the Fu..ing same randomly shutdowns!!! :'( So again i'm waiting for a new replacement...

    i'l keep you posted :D

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  4. Anonymous
    2020-04-26T14:41:23+00:00

    I just hope that this one keeps working. I had to reinstall the msi because when it first arrived no front camera!! Can you believe they?  Right out of the box it installs updates which fk up everything! 

    I am disappointed in MS and I wish this had happened within the return period because now I am just stuck with a POS! 

    Glad you returned. Not worth the money at all.

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