SurfaceBook Crashes/Shutdowns During Sleep

Anonymous
2016-03-31T05:22:05+00:00

My SB (i5, 256gb, 8gb, GeforceGPU) keeps crashing/freezing during sleep which causes it to shut down. According to the windows reliability monitor it has been happening every day multiple time.

I though I was going crazy because I clearly remember not turning it off before putting it to sleep. I recently had my original SB replaced with a new one which fixed most of the issues from blue screens to flickering that would not go away. But this new one still has the Hello Camera issue where it wont turn on during startup and this new problem that has popped up.

Is this caused by a hardware defect? I really don't want to drive 23km to the other side of my city to get another replacement at a Microsoft store if the issues aren't resolved. Here's an image on the report. As you can see, there are 17 critical events today not to mention all the other days as well. Thanks.

If anyone has a solution that isn't a complete factory reset or system reinstall (I've tried them before) that would be great.

Surface | Surface Book | 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.

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  1. Anonymous
    2016-04-23T15:27:32+00:00

    Ok, so I just had a long chat with MS surface support. They said they have done research on this and that the system Telemetry driver is what causing the issue. They had me uninstall and NOT delete the driver, then perform a two-button shutdown. I then asked if it was because of intel and sky lake and skylakes bugginess. The person then said that they couldn't comment on that. The support representative also said that they have done internal research and it affects different BATCHES of surface book differently. And I have a relatively new one, as I replaced my i5 128 dGPU because the SSD failed. That one was a first batch surface book and this one is new. I am testing out the fix now and I will give an update in a day or two.

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  2. Anonymous
    2016-04-23T08:03:29+00:00

    They didn't delete the thread, they merged the thread with another. 

    Anyway, let's stick to this thread, click "Me too" in the first post, keep the thread "unanswered" until the problem really solved.

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  3. Anonymous
    2016-04-23T05:59:09+00:00

    My SB with all latest drivers successfully installed still crashing in sleep :(

    For me, the latest update also brought back "hot bag" issue - SB for no reason gets hot, turns fans and depletes battery real fast while in "sleep" mode. Sometimes it depletes it to 0, so the book shuts down (properly) due to no power, sometimes it crashes before. This "hot bag" was fixed for me with February update and now it is back again.

    On somewhat positive side, Hello camera seem to be working fine with hibernation. So, I guess, I have to go back to "always hibernate" mode..

    Most frustrating is how Microsoft handles these issues. There was a long thread on this forum "Surface Book Shuts Down During Sleep after 17/2/2016 Firmware Update", they deleted it without any response that I saw.

    Have anyone heard anything from them at all on issues we are having?

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  4. Anonymous
    2016-04-22T15:46:54+00:00

    I had a crash during sleep last night, while not plugged in. (All new updates installed) 

    Also still overheats/does not sleep properly while plugged into my Dock. Looks like it's back to all hibernate settings for another 2 months...

    Same crashing and overheating while docked issues here as well (lid closed, connected to Dock w/ 2 external displays). When I lock my screen and walk away and then return awhile later, the SB will be in standby but the fans are screaming and the lid is really hot.

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  5. Anonymous
    2016-04-22T02:20:30+00:00

    Mine has the same problem as #3, after hibernation I will try to detach and it will make a soft noise trying to detach but it will fail, it's a noise like the mechanism to detach is no longer working

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