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

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  1. Anonymous
    2017-04-21T11:50:28+00:00

    I've been experiencing this issue with a full crash when turning it back on - (surface book I7 512 16g)

    i get blackness and have to wait 2 minutes for it to resettle it self while holding the power button down. (not very good)

    id just like to put forward my thoughts on where its going wrong.

    the machine seems to boot well providing the GPU is not in use. (this is where it uses its keyboard)

    and this where it goes wrong.

    my advice to anyone before sending the laptop to sleep, shut down and close all programs and it should be ok. anything that was using the GPU will basically kill windows. anything that uses just the CPU will probably be ok.

    also before you put your laptop in your bag wait 3 minutes to let the CPU cool down other wise the machine will scream at you for overheating it.

    microsoft can you please look at doing a hardware update to this because its been going on for w-a-y too long.

    its a great looking machine with lots of cool functions but with too many hardware issues.

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  2. Anonymous
    2017-01-19T16:59:51+00:00

    Hi everyone, I've read the whole thread (20 pages, lol) to understand whether the issues with my SB are similar to any other, but it's just partly like that.

    I wish to ask if anyone has experienced the same things. I have two level of problems.

    The first is very similar to the one many of you pitched, and I am talking about the system crashes (then reboot with all apps closed and work lost) after going to hibernation.

    But it's the second one that gives me headaches: after a long sleep (with or without hibernation, stopped by either opening the lid or pressing the power button) the system behaves as follows:

    • wakes up immediately (rather fast, no issues in that);
    • touchscreen/pen not working, but trackpad and BT Arc Mouse do fine;
    • Windows Hello not working;
    • It would allow me to sign in via password/PIN ;
    • Previous devices still not working, but the rest of the system as fast as usual;
    • It would allow me to reboot or shutdown/restart the system, but then the display would stay black with no chances to bring it back although keyboard backlit working and even the detach function would;
    • After that I have to perform a manual shutdown (holding power button for few seconds);
    • After the reboot everything works awesomely again...
    • ...until the aforementioned "sleeping issues" bring the system back to this scary loop.

    What do you think it is? Still software issues as the ones you described or more? Any trick you could suggest me to adopt in order to "just have the common issues"?

    I am quite disappointed as I have left Apple after 10 years and the SB was kinda my dream device.

    P.s. SB i5 256Gb Nvidia, All Updates installed with almost no other software on board - No external devices attached except the Surface Pen and a MS Arc Mouse.

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  3. Anonymous
    2017-01-18T01:05:49+00:00

    I don't have a need for a dock and have never used one. Could this then be the reason that I've not had any Sleep/Hibernate crash problems for over six months now?

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  4. Anonymous
    2017-01-17T01:53:39+00:00

    Interesting. I will do this and see what happens. Few of my crashes are while plugged into the dock, however, so I'm dubious this is the answer. But it may be an answer for a class of such crashes during sleep.

    My mode has been to remove the dock from my PC and wait for things to "settle" and then press the power button to put it to sleep before closing the lid and heading out. I found that helped, a lot, to reduce the number of crashes in a week. But it still happens a couple times a month.

    Oh, and how you get them to care about your dumps? I have dozens of them and I have never, ever, been able to get anyone at MS interested in accepting them for review.

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  5. Anonymous
    2017-01-16T09:57:14+00:00

    I got the following information from Microsoft support after they analysed a crash dump from my SB. It seems to be known problem that as being addressed by a patch, planned to be rolled out in the last week of January 2017. As a workaround they suggested to do the following, which helped in my case:

    Open Surface Ethernet adapter in the device manager and disable the following advanced settings:

    a) Wake on pattern Match

    b) Wake on Magic Packet

    c) Modern Standby WOL

    HTH.

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