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
    2016-04-09T22:55:56+00:00

    Yeah now that you mention it, I have to say that my observations confirm your statements. I just didn't connect the dots earlier. It was definitely the Feb 17 update that messed things up. My original was pretty much flawless after the January updates and once the Feb 17 update hit, I got all those problems. So hopefully this can be fixed with another firmware update and we can all move on with our lives.

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  2. Anonymous
    2016-04-08T20:00:26+00:00

    Few observation that might shed some light on the issue of crash-while-in-sleep-mode:

    1. I received my SB (i5, 256GB, dGPU) in late Nov, and I did NOT experience a single case of sleep-crash until Feb 17. I used only sleep setting, and no hibernate.
    2. The day after Feb 17 updates, the sleep-crashes started, initially once a day at late night hours while in sleep mode for a long period, or multiple times during the day and night, if in sleep mode for a long period.
    3. Before the Feb 17 update, never had attach/detach issue, after the Feb 17 update, many many times.
    4. After the sleep-crash problems started, I started using Hibernate (removed all sleep settings). There has NOT been a single case of crash while in Hibernate.
    5. After Feb 17 update, the error logs show many many critical errors while in Sleep mode, but none while in Hibernate mode. Before Feb 17 update, the error logs did not show errors.

    I may be totally off, but I think MS made a change with the Feb 17 update to make the Sleep mode go into deeper sleep (but not as deep as hibernate) compared to the Sleep mode before the Feb 17 update which was a lighter sleep (standby).

    This was done because many initial owners were complaining (before the Feb 17 update) that while in Sleep mode (standby) the background process kept running and draining the battery and getting hot.

    But after the Feb 17 update, the deeper sleep causes those background process to fail, and maybe crash the SB.

    Again, before Feb 17 update, I did not have a single sleep-crash; it all started after Feb 17 update.

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  3. Anonymous
    2016-04-07T15:04:35+00:00

    Yeah I agree with you on the whole intel is probably at fault part. Ive been suspecting a hardware issue for awhile now but the skylake chip issues on other devices as well all point fingers at intel.

    This has been my suspicion almost from the beginning with the SP4 and SB. The issue is most likely intel's problem and they have yet to figure out how to fix it. Power management issues are rampant with just about every laptop, tablet, or hybrid that uses a skylake. I had hoped that they would have sorted it out by now, but I guess 6 months is too much to ask.

    That said, my skylake desktop chip is fine, but of course, I disabled the integrated graphics in favor of a separate video card.

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  5. Anonymous
    2016-04-06T10:36:02+00:00

    Thank you for raising these problems, I have exactly the same situation with my SB ever since I bought the machine. I also tried many solutions but none of them helped a bit. It's ridiculous that Microsoft is not communicating with us properly. I love the machine and waiting for a firmware/driver fix that would solve this, but when Microsoft is not even acknowledging problems my hopes remain slim that these issues will be fixed in the short term. Microsoft technical support, please reply to us!

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