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
    2016-04-30T21:15:59+00:00

    Same observation here now on lot number 1614 (exchanged again) which is a fairly new lot number.

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  2. Anonymous
    2016-04-30T20:46:07+00:00

    Some clarification and reinstating of facts:

    1. SB default power settings: While on Battery, sleep at 10 minute mark and hibernate at 2 hour mark. While Plugged, sleep at 10 minute mark, and no hibernate at all.
    2. SB does not crash while in hibernate.

    Almost none of the Win10 background process run while in hibernate, therefore no crashes take place.

    If you leave SB on battery, the chances of getting a crash is minimum or nonexistent, because after 2 hours it will go into hibernate.

    1. SB does crash while in sleep (long period).

    Almost all of the Win10 background process run while in sleep, therefore crashes take place.

    If you leave SB plugged, the chances of getting a crash is very very high if SB stays in sleep for long period of time (several hours) or overnight.

    1. SB firmware got updated first time on 2/17/2016 which modified the sleep state in general (the default power settings did not change).

    My SB sleep-crashes started after the 2/17/2016 firmware update. Before the 2/17/2016 firmware update, I never experienced sleep crashes (plugged in) since I got my SB on November 28.

    I have concluded that Win10 background processes are the culprit. They do not work properly with the modified sleep state (rolled out on 2/17). The EventViewer (under Windows Logs, System) shows many critical errors while SB is in sleep, most are DCOM errors. Eventually, while sleep, Win10 crashes.

    A very common DCOM error (many many of them) while in sleep, is related to InsiderHub and FeedbackApp.

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  3. Anonymous
    2016-04-30T17:28:55+00:00

    While I'm sure the dock brings its own set of problems and complications, I can confirm that I have been battling the "crash during sleep" issue on two Surface Books and I don't have a Surface dock.

    As widely reported here and other forums, it seems to be related to a period of time after it sleeps. Switching everything to hibernate only seems to fix the issue, so its somewhere between connected standby and a deeper sleep state that the issue happens. Looking at event logs usually shows one or more DistributedCOM errors prior to a kernel-power, sometimes a BTHub error. My thinking is this is still related to applications and / or drivers failing to behave with connected standby. Perhaps more specifically the changes made to connected standby after the February update.

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  4. Anonymous
    2016-04-30T14:33:33+00:00

    I'm fairly confident that the sleep issue being discussed here only happens when the Surface Book is connected to the Surface Dock and possibly to AC power. The last two days I've been putting the computer to sleep on battery power only and it wakes up after 8+ hours of sleep in the same state.

    After testing, I'm able to confirm that my Surface Book sleeps/hibernates fine on battery power. Connected to the Surface Dock, however, is a completely different story. Now I'll test whether it's just a dock issue for me, or an AC power issue.

    I've owned every generation of Surface device since the RT. Overall, I've been satisfied. But I've had issues with all of them. I've always been a big fan of the Surface line, and Microsoft in general, but that's been changing rapidly over the last year or so. This will likely be the last Surface product I buy. I actually considered a MacBook this time around, instead of the Surface Book, and I kind of regret my decision to stick with Surface. For the amount of money I spent on this device, this sleep issue is completely unacceptable. I feel like I spent $2K+ to be a beta tester.

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  5. Anonymous
    2016-04-30T13:12:28+00:00

    I'm fairly confident that the sleep issue being discussed here only happens when the Surface Book is connected to the Surface Dock and possibly to AC power. The last two days I've been putting the computer to sleep on battery power only and it wakes up after 8+ hours of sleep in the same state.

    I know different people are having different experiences, but I can (subjectively) confirm that this is happening to me also. Surface is perfectly fine going to sleep (then hibernate) when on battery, but ends up crashing if on the mains or the Dock. This doesn't happen immediately - like others here, it's only when the Surface is left unattended for long periods of time (or overnight)...

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