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
    2016-04-25T20:46:59+00:00

    Gary - My SB will predictably crash overnight just as you have observed. Unfortunately mine has also crashed during my usage hours too. Not very often, and it usually involves more than a few minutes of Sleep. But it has happened a few times so I don't have confidence in using Sleep. I was hopeful the April 19 updates addressed this which is why I tried using Sleep again. No joy, the issue persists. I will go back to not allowing the SB to Sleep for now. Oher than that I am relatively satisfied with my Surface Book.

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  2. Anonymous
    2016-04-25T20:32:06+00:00

    So heres a little update. The 4/19 updates seemed to solve all the problems with my device and reduced the frequency of sleep crashes with my device. Literally one week after, I got two patched of pixels on the display that failed about 1.5x1.5 cm each and went to get it replaced. I didn't inspect the replacement unit before I left and oh boy do I regret that. I opened up the box and got to work setting it up for use and then I noticed something...

    There was a HUGE WARP on both the tablet portion and keyboard. Clearly Microsoft has no quality control whatsoever and not only doesn't know how to program their devices, but also how to build their devices. Also there is an annoying crackling sound coming from the hinge (I suspect its the ribbon cable) whenever I open/close the device. Also the Lot Number is 1602 for anyone wanting to know which batch this came from. I don't have the lot number of my previous replacement but that device had no problems whatsoever with its build until the pixels failed.

    Now I have to go drive another hour there then another hour back to get a replacement. I am VERY dissatisfied with Microsoft now and will now look elsewhere when I want a premium device. I have always been a Microsoft fanboy but now I might look to apple for a macbook pro and install windows 10 on it. At least that way I know that they know what they're doing QC wise. 

    I am definitely going to ask for some kind of compensation or something if possible because this will be the 4th time I have to go down there and all the inconveniences this has caused me.

    ![](http://fud.community.services.support.microsoft.com/Fud/FileDownloadHandler.ashx?fid=6343a3d5-d950-46eb-8ff2-baa2a21948be)

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  3. Anonymous
    2016-04-25T20:18:40+00:00

    Mine is even earlier - Lot 1542, i7/8Gb/256Gb. As I indicated earlier in this thread, mine will crash the vast majority of time if left turned on overnight. Sleep is turned off, Windows Hello turned off, even the IR camera turned off in UEFI. I just installed the 4/19 updates yesterday so too soon to tell if they make a difference.

    Wish I could say that I have never had a crash during the day and normal usage but, while not as regular as overnight crashing, they are too common.

    caz

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  4. Anonymous
    2016-04-25T20:03:12+00:00

    TianjiWu,

    I have an early i7/16GB/512GB.

    Lot # 1546

    During my workday I've never had a crash and sleeping during the day is no problem at all. I'm currently set to sleep after 20 minutes while plugged in.  During my workday my SB will sleep many times.  I work plugged in about 75% of the time.   I'm self employed and work from my office in my home and my workday averages about 12 hours.

    If I leave my Surface Book on overnight then I'm guaranteed a crash! However I never leave my Surface Book running overnight and thus I never see any crashes.  For me, the way I work, my Surface Book is totally problem free.  I had all the early problems that you read about on the forum, but at this time I'm quite happy.

    Gary in Atlanta

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  5. Anonymous
    2016-04-25T19:58:18+00:00

    My SB is as vanilla as the day the box was opened. No apps loaded, just using the factory installed Edge browser to surf the web. As basic a usage pattern as probably exists for the SB. All updates successfully installed. 

    I have previously speculated the Sleep-Crash issue may exist on all or most SBs. Some users may not realize it. Some users may be shutting down and not using Sleep. Some users may see their SB reboot after a long Sleep and think it is normal behavior or not recall if they left any apps or browser pages open so they don't realize what happened. Some users don't care about this and/or don't try to report it or get it resolved. Some may be sitting quietly on the sidelines waiting for a fix.

    This Sleep crash has occurred on several SBs I have exchanged. Exactly the same symptoms on each one. Statistically it seems unlikely that every SB I exchanged (lot numbers starting in the 1530s to 1602, the SB I have now) would have the Sleep-Crash problem and it not be universal across all SBs, or nearly so.

    I am going to post a new thread asking if anyone has confirmed that their SB actually Sleeps properly.

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