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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.
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.
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
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.
Just adding another voice to the conversation. I purchased a new Surface Book on February 6. Ever since I set it up, it has regularly crashed when left to sleep overnight, regardless of the power settings (hibernate on or off, sleep at different timings, plugged in or on battery, doesn't matter). The only exception is if I close everything first, it usually doesn't crash, but then, what's the point of having a sleep function?
On occasions, maybe once every three weeks, the crash is worse -- doesn't come back with normal power button push, or it has overheated and drained the battery to zero.
I first contacted Microsoft tech support on February 29 (on the phone for hours), and all they did was reset my power settings to default and reboot, which was (of course) useless. I emailed for follow-up the next day and got no response. Emailed again on March 4 and said I wanted a refund, no response. Emailed again on March 10, same thing, no response.
After some travel, I finally got a chance to contact someone live again, by chat this time, on March 30. They acknowledged all my previous communications and that they hadn't replied. I asked for a refund. 90 minutes later, they said I could have a refund, but it was taking too long, and I had to go. I asked them to email or call me, and I logged off. They didn't.
I traveled for all of April. I'm a small business owner, and I have other things to do besides Microsoft tech support. I finally called them again today to ask again for a refund, and they denied it, because it's outside 30 days.
Seriously?
That was at 7:30 p.m. I stopped for dinner and to hang out with my family. When I came back to my laptop just now, at 11:00 p.m., it had crashed, for the third time today.
Wow,
Yeah, Microsoft has some real winners working there. If I ran my company like they run theirs, I would be out of business. They are extremely lucky to have a foundation of success to carry them through their stupidity. Every Microsoft product I own has problems, Xbox One, Lumia 650, and Surface Book. It's no wonder I'm seeing more Apple products lately. Can you imagine if you bought a hot-water heater and sometimes it produced hot water. Or if you bought a car and sometimes the gas would leak out.
Anyway, if you really want a refund, just be persistent. You'll get it. I'm about to do the same, I bought my Surface Book April 20 and it's been one issue after another.
Just adding another voice to the conversation. I purchased a new Surface Book on February 6. Ever since I set it up, it has regularly crashed when left to sleep overnight, regardless of the power settings (hibernate on or off, sleep at different timings, plugged in or on battery, doesn't matter). The only exception is if I close everything first, it usually doesn't crash, but then, what's the point of having a sleep function?
On occasions, maybe once every three weeks, the crash is worse -- doesn't come back with normal power button push, or it has overheated and drained the battery to zero.
I first contacted Microsoft tech support on February 29 (on the phone for hours), and all they did was reset my power settings to default and reboot, which was (of course) useless. I emailed for follow-up the next day and got no response. Emailed again on March 4 and said I wanted a refund, no response. Emailed again on March 10, same thing, no response.
After some travel, I finally got a chance to contact someone live again, by chat this time, on March 30. They acknowledged all my previous communications and that they hadn't replied. I asked for a refund. 90 minutes later, they said I could have a refund, but it was taking too long, and I had to go. I asked them to email or call me, and I logged off. They didn't.
I traveled for all of April. I'm a small business owner, and I have other things to do besides Microsoft tech support. I finally called them again today to ask again for a refund, and they denied it, because it's outside 30 days.
Seriously?
That was at 7:30 p.m. I stopped for dinner and to hang out with my family. When I came back to my laptop just now, at 11:00 p.m., it had crashed, for the third time today.
