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
    2016-04-23T05:59:09+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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  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
    2016-04-23T15:27:32+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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  4. Anonymous
    2016-04-24T01:35:11+00:00

    How did you uninstall the "surface telemetry driver"? Sounds interesting...

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  5. Anonymous
    2016-04-24T03:41:00+00:00

    Woops I said surface Telemetry. I meant to say system Telemetry. I went into the device manager and Uninstalled system Telemetry. It didn't work for me I get more frequent crashing. BUT I have a newer surface book and it had very infrequent sleep crashing after the 4/19 updates. It might work for you especially because the surface rep said it affected different batches differently. If some brave soul with an early SB wants to try this and post the results it would be helpful for everyone. 

    in the device manager go to system devices> look for system telemetry

    Go and hold power + volume up  for 20 seconds and then Release. Wait 15 seconds and turn the power back on. 

    At least that's what the surface rep told me to do

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