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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.
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Just curious if the Windows Hello updates and new firmware fixed the issues. I just saw this article:
Windows Hello update looks to fix Surface Pro 4 and Book issues - Digital Trends
https://apple.news/AkUZjmmPjSuiOA2nzjXGzUg
But I'd love to hear if users are seeing this issue finally resolved. I have seen quite a few news articles popping up on the internet about this issue, so maybe that will motivate Microsoft to solve the problem for real.
Problems persist. No solutions. No comments from Microsoft; except tweets from Panos Panay: https://twitter.com/panos\_panay/status/741341500965949441 (Maybe they should not be so celebratory, yet... how many YEARS have they been unable to get Surface hardware to reliably sleep? For me, since SP3, for sure.)
Nothing seems to motivate MS to solve this. I don't understand it. All of the negative articles about it, the returns of hardware, the emails/tweets to folks... none of it works to light a fire all the while they are celebrating... not sure why (I actually wrote a review on the MS Store site about the SB. It was honest and exposed these issues, while also praising it in other ways. I was told my review did not meet the requirements of their site, but I've never been provided the requirements... guess the requirements are only positive reviews!)
Buyer beware...
Considered posting sooner with my own experience, but after finding resolution to what were precisely the same issues as others in this thread describe (and many other places online place, of course), wanted to wait until my confidence with a Surface Book was strong enough to warrant posting. To be clear, the issues I encountered on a SB purchased from a MS Store on May 1st were the crashes during Sleep and/or Hibernate, rendering the last desktop state completely lost.
The problems I experienced were not a surprise as I had been following this thread, among others, detailing SB woes well before purchase. Having had largely great experiences with the SP1 and SP3 for IT field work, I was willing to give the SB a shot with the clear intent of promptly returning should troubleshooting and/or near-future updates fail. They did fail, but because MS updates the base image on products (at least the current Surface lineup, to my knowledge) coming off the assembly line as firmware and some software updates are pushed, thought that a replacement that could be verified as 'fresh' from the factory would be a last attempt at enjoying the SB for the machine we all hoped it to be. Reached this decision after tracing my original SB's serial number to a surprisingly old (in tech terms, at least, considering the May 2016 purchase) production date–mid-December, 2015.
I'll mention I have a good relationship–but no direct/professional affiliations–with the local MS store via previous visits, which helped things move along expediently with a no-hassle exchange for a new (really new) SB. I was able to give a comprehensive rundown of findings in the Event Viewer, crash logs, hotfixes applied, image updates, etc. without needing to endure a wait while in-store techs do the same testing and hotfixes to no avail. Although there are some hotfixes that come out only for application within a MS store, I avoided that option by bringing up the early manufacture date which seemed to be subtly acknowledged as better reason to do a direct trade for a newly manufactured SB. MS Store employees are mostly forbidden to speak about much in the way of product defects, but I felt confident there were strong indirect signs that things had improved on late-models. Whether improvements might extend beyond a clean updated base image I don't know, but it was enough motivation to give a try.
It's been nearly a month since then and have had ZERO "Sleep of Death" issues; Sleep and Hibernate function just as you would expect. There have a been a few minor hiccups in other areas (e.g. Surface Dock stability) but most seem to have been resolved with recent updates...knock on wood. For reference, my current SB was built late-April. I realize this potential solution may not be possible for everyone, but for those still searching for solution, that's my experience. Wish all success in finding satisfaction with a SB, certainly happy to have personally found some.
Does your SB have the nVidia GPU or not?
When I disconnect my screen, things are much better (almost perfect). Only when the GPU is involved in things do I have issues (sleep, external display issues, etc.).
From all this evidence, it seems to me that this sleep-crash issue is coming from a hardware issue, since Microsoft has not been able to fix it for months. How were you able to acquire a replacement that was newly manufactured? I really need a surface book that doesn't crash overnight.
