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.

0 comments No comments

201 answers

Sort by: Most helpful
  1. Anonymous
    2016-06-13T11:43:21+00:00

    Considered posting sooner with my own experience, but after finding resolution to what were precisely the same issues as others in this thread describe (and many other places online place, of course), wanted to wait until my confidence with a Surface Book was strong enough to warrant posting. To be clear, the issues I encountered on a SB purchased from a MS Store on May 1st were the crashes during Sleep and/or Hibernate, rendering the last desktop state completely lost.

    The problems I experienced were not a surprise as I had been following this thread, among others, detailing SB woes well before purchase. Having had largely great experiences with the SP1 and SP3 for IT field work, I was willing to give the SB a shot with the clear intent of promptly returning should troubleshooting and/or near-future updates fail. They did fail, but because MS updates the base image on products (at least the current Surface lineup, to my knowledge) coming off the assembly line as firmware and some software updates are pushed, thought that a replacement that could be verified as 'fresh' from the factory would be a last attempt at enjoying the SB for the machine we all hoped it to be. Reached this decision after tracing my original SB's serial number to a surprisingly old (in tech terms, at least, considering the May 2016 purchase) production date–mid-December, 2015.

    I'll mention I have a good relationship–but no direct/professional affiliations–with the local MS store via previous visits, which helped things move along expediently with a no-hassle exchange for a new (really new) SB. I was able to give a comprehensive rundown of findings in the Event Viewer, crash logs, hotfixes applied, image updates, etc. without needing to endure a wait while in-store techs do the same testing and hotfixes to no avail. Although there are some hotfixes that come out only for application within a MS store, I avoided that option by bringing up the early manufacture date which seemed to be subtly acknowledged as better reason to do a direct trade for a newly manufactured SB. MS Store employees are mostly forbidden to speak about much in the way of product defects, but I felt confident there were strong indirect signs that things had improved on late-models. Whether improvements might extend beyond a clean updated base image I don't know, but it was enough motivation to give a try.

    It's been nearly a month since then and have had ZERO "Sleep of Death" issues; Sleep and Hibernate function just as you would expect. There have a been a few minor hiccups in other areas (e.g. Surface Dock stability) but most seem to have been resolved with recent updates...knock on wood. For reference, my current SB was built late-April. I realize this potential solution may not be possible for everyone, but for those still searching for solution, that's my experience. Wish all success in finding satisfaction with a SB, certainly happy to have personally found some.

    Was this answer helpful?

    0 comments No comments
  2. Anonymous
    2016-06-13T00:54:50+00:00

    Problems persist. No solutions. No comments from Microsoft; except tweets from Panos Panay: https://twitter.com/panos\_panay/status/741341500965949441 (Maybe they should not be so celebratory, yet... how many YEARS have they been unable to get Surface hardware to reliably sleep? For me, since SP3, for sure.)

    Nothing seems to motivate MS to solve this. I don't understand it. All of the negative articles about it, the returns of hardware, the emails/tweets to folks... none of it works to light a fire all the while they are celebrating... not sure why (I actually wrote a review on the MS Store site about the SB. It was honest and exposed these issues, while also praising it in other ways. I was told my review did not meet the requirements of their site, but I've never been provided the requirements... guess the requirements are only positive reviews!)

    Buyer beware...

    Was this answer helpful?

    0 comments No comments
  3. Anonymous
    2016-06-06T13:57:37+00:00

    Just curious if the Windows Hello updates and new firmware fixed the issues. I just saw this article:

    Windows Hello update looks to fix Surface Pro 4 and Book issues - Digital Trends

    https://apple.news/AkUZjmmPjSuiOA2nzjXGzUg

    But I'd love to hear if users are seeing this issue finally resolved. I have seen quite a few news articles popping up on the internet about this issue, so maybe that will motivate Microsoft to solve the problem for real.

    Was this answer helpful?

    0 comments No comments
  4. Anonymous
    2016-06-01T20:01:37+00:00

    I also continue to experience the Sleep of Death with my SB.

    Was this answer helpful?

    0 comments No comments
  5. Anonymous
    2016-06-01T18:59:46+00:00

    I had hoped that the latest driver and firmware updates had fixed it, so I re-enabled the default hibernation after 120 minutes of sleep. That usually would put my surface book into the sleep of death where the screen wouldn't wake up, though the keyboard backlighting would light up when pressing a key. The only thing that would recover my machine would be a forced shutdown. Note: when this would happen all that would be logged in the reliability monitor would be a "the computer unexpectedly shutdown". Anyways, after the latest updates and reinstating the factory default 120 minute sleep to hibernation schedule I tried to test the machine after being asleep for a few hours, and happily it seemed to appear to come out of hibernation. However, it being difficult to distinguish between a wake from hibernation and a full restart, I decided to check the reliability monitor to see if anything was logged, and to my horror there were several ugly and unusual events listed. There were 5 events that were all time-stamped at the same instant @ 11:32PM. So, I would have to say definitely not fixed. More like made much worse, since before the updates I never would see all those events. It would only log the unexpected shutdown from me having to force a shutdown to recover from the sleep of death state.

    Here are those 5 events from the sleep of death, post 5/25/16 firmware updates.

    #1.

    Description

    Faulting Application Path: C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe

    Problem signature

    Problem Event Name: MoAppCrash

    Package Full Name: Microsoft.Windows.ShellExperienceHost_10.0.10586.0_neutral_neutral_cw5n1h2txyewy

    Application Name: praid:App

    Application Version: 10.0.10586.306

    Application Timestamp: 571afaa5

    Fault Module Name: QuickActionsDataModel.dll

    Fault Module Version: 10.0.10586.122

    Fault Module Timestamp: 56cc1a1b

    Exception Code: c0000005

    Exception Offset: 00000000000045ef

    OS Version: 10.0.10586.2.0.0.256.48

    Locale ID: 1033

    Additional Information 1: f783

    Additional Information 2: f783caecb2dd1b170710c0722cdfac4b

    Additional Information 3: 5e84

    Additional Information 4: 5e845f007f79d6d4b3c53d2dd1f15e86

    Extra information about the problem

    Bucket ID: 5f34d1aa912730a214f7ea46523ae718 (133326888755)

    #2.

    Windows was not properly shutdown

    Description

    The previous system shutdown at 11:23:39 PM on ‎5/‎31/‎2016 was unexpected.

    #3.

    Description

    The computer has rebooted from a bugcheck.  The bugcheck was: 0x0000009f (0x0000000000000003, 0xffffe0004fa05060, 0xffffd000e7670890, 0xffffe00051d95490). A dump was saved in: C:\WINDOWS\MEMORY.DMP. Report Id: 9e577e0d-f560-4217-b392-fe8bde255a5a.

    #4.

    Description

    A problem with your hardware caused Windows to stop working correctly.

    Problem signature

    Problem Event Name: LiveKernelEvent

    Code: 15f

    Parameter 1: 1

    Parameter 2: ffffd000f2a8ea28

    Parameter 3: 493fe

    Parameter 4: 0

    OS version: 10_0_10586

    Service Pack: 0_0

    Product: 256_1

    OS Version: 10.0.10586.2.0.0.256.48

    Locale ID: 1033

    Extra information about the problem

    Bucket ID: LKD_0x15F_DRIPS

    #5.

    Shutdown unexpectedly

    Problem signature

    Problem Event Name: BlueScreen

    Code: 9f

    Parameter 1: 3

    Parameter 2: ffffe0004fa05060

    Parameter 3: ffffd000e7670890

    Parameter 4: ffffe00051d95490

    OS version: 10_0_10586

    Service Pack: 0_0

    Product: 256_1

    OS Version: 10.0.10586.2.0.0.256.48

    Locale ID: 1033

    Extra information about the problem

    Bucket ID: 0x9F_3_IMAGE_pci.sys

    Was this answer helpful?

    0 comments No comments