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
    2016-05-03T14:28:12+00:00

    During your travels try to go to a Microsoft brick and mortar store if you can. Even though I don't have a store nearby to where I live, I frequently travel to cities where there is a store and go there for support. They have always been helpful to me. Hopefully they can sort things out for you. I gave up on Microsoft's Surface Book online support months ago. I found it to be nothing but a waste of my time.

    The Sleep-Crash continue to be an issue, even on my latest, exchanged SB. I remain hopeful a future firmware update will resolve it. Assuming it will be a long time, if ever, I have resorted to workarounds like not allowing sleep/hibernate when I am using the SB and shutting down otherwise.

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  2. Anonymous
    2016-05-03T16:50:57+00:00

    Absolutely YES to your "Microsoft brick and mortar store" paragraph!  I've purchased three computers from my Atlanta Microsoft Store and there is nowhere else I will ever buy a computer.  The support at my Atlanta store is second to none!

    And YES, I work with my Surface Book in the same way you do.  I certainly wouldn't give my SB up for the minor inconvenience.  The workarounds are easy and, for me, definitely not a deal breaker.  It will simply be icing on the cake when they fix the sleep issue.

    Gary in Atlanta

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  3. Anonymous
    2016-05-04T14:09:01+00:00

    If it helps, here's the latest crash message from Reliability History

    Description

    The computer has rebooted from a bugcheck.  The bugcheck was: 0x0000009f (0x0000000000000003, 0xffffe0011ddf4830, 0xfffff80192273ce0, 0xffffe00126e4f6d0). A dump was saved in: C:\windows\MEMORY.DMP. Report Id: 671b4712-968f-47e8-8d5b-ed5477bd7ab5.

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  4. Anonymous
    2016-05-07T11:54:19+00:00

    I suggest when we discuss sleep-of-death problem, we should stick to an unanswered thread. 

    This thread is a good candidate.

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  5. Anonymous
    2016-05-08T10:20:15+00:00

    I found a workaround on Surface Pro 4 forum. I tested it and it solved the problem, at least with my SB. 

    Go to device manager, find "USB Root Hub (xHCI)" under "Universal Serial Bus controllers", double click it to open its property window, uncheck "Allow the computer to turn off this device to save power" under "Power management" tab. Done.

    After making this change, the sleep power consumption is around 650mW (around 1%/hour), about 300mW higher than before.  But it never fails to wake up after sleep, no matter short or long term, no matter plugged in or not. 

    This is only a workaround, not a solution, and is not guaranteed to work for everyone. MS should still work hard to find the real solution.

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