SurfaceBook Crashes/Shutdowns During Sleep

Hello orman62,

Thank you for reaching out to the Surface Community. In regards to your issue with the Surface Book crashing after it goes into Sleep mode post 2/17 update. Can you verify that the update is installing correctly?

Best Regards

Yeah same thing happens to me. I think it is the updates because the day after it first happened to me I reinstalled windows anserver it wento away for a day or two. This really bugs me I don't want to have to put my SB in hibernate mode. MS should fix this. This is unacceptable for a devicertain of this price.

If my SB is in Sleep for over a couple hours and it is plugged in to the charger it will crash with the same error reported as you are getting. If it is in Sleep on the battery (not plugged in to the charger) it will not crash and will exit sleep normally with the desktop preserved. If I enable Hibernate (default setting - SB enters Hibernate after two hours) and the SB is not connected to the charger it will come out of Hibernate normally, with the desktop preserved. If the SB is plugged in to the charger and it Hibernates it usually doesn't crash but the Hello camera will fail to operate when it comes out of Hibernate until I restart the SB.

Check your settings. If your SB is set to Sleep only and you are leaving it plugged in to the charger, then you are likely experiencing the same issue that I am having. My temporary workaround is to set the Sleep settings to "Never" when Plugged In. All other settings are left to the default. Therefore my SB does not enter Sleep (or Hibernate) when plugged in. So far (five days now) it has not crashed when plugged in or on battery.

This is a widely reported issue and I remain hopeful that Microsoft will release an update that addresses this issue.

This is exactly what I see as well. Exactly. Same behavior every time, easily reproducible. If they could fix these behaviors, I would actually begin to trust my Surface Book again and might actually use it more. I won't be happy that it took this long to make the machine stable (6+ months after launch), but nevertheless, it would make the Surface Book a machine worth its price tag and something I could possibly recommend to others.

Some random ramblings:

First, OP, thank your lucky stars you are 23 km from a Store. I am 500 km away.

The increase in radio silence from MS leads me to suspect the hardware problem theory is more likely. I have the same experience as all the previous posters (although I have mine set to never sleep while plugged in and it still will fairly reliably crash overnight). I have also done the scannow, DISM, re-image, re-image with different images, etc. with no improvement.

I THINK, but have not investigated, that I get more crashes when connected to my Surface Dock overnight here at work than when I am at home and the SB is just running on its own. The Dock seems to bring in all sorts of weirdness although that might just result from using dual monitors at work but not at home.

Anyway, back to the radio silence. When I started trying to exchange my SB online (remember, 500 km from a Store), I got all kinds of assurances that it would be replaced but a) they did not offer Advance Exchange any longer so that I could get a replacement before shipping my old one back and b) even when I called stores to make that 500 km trip to exchange, I was told that the stores had no replacements in stock. In fact, the last rep. I chatted with indicated that they had no replacement units anywhere. But they still promised a 5-8 business day turnaround. When I asked how they could guarantee that when there were none in stock....silence. That was 14 days ago, by the way, and although I was promised I would be contacted when something came in, and although I have sent numerous emails asking... silence.

So I wonder if production has been ramped down due to Skylake issues or something else is going on where they internally realize that replacing these things for everyone is not doing any good and a more serious fix is needed.

That's just a theory, of course, but I have sensed a definite downturn from MS in the last 4-6 weeks from "we will make things right" to...silence.

The thing that drives me crazy is that this is still the perhaps my favourite laptop I have owned. But I can't rely on it because of the crashing. I know that sounds crazy. When it works, it is magical. When I look at my Reliability History, I feel something different.

caz

Since SB is crashing when plugged in (and Sleep) but not crashing when on battery (and Sleep), maybe we can conclude that certain background processes do not run when on battery (and Sleep) therefore no crashes; and the same background processes do run when plugged in (and Sleep) which cause a crash.

It looks like the background processes do not run when in Hibernate whether plugged in or on battery, therefore no crash. The Error log attest to that (no log items while in Hibernate). But while in Sleep there are many many log items.

Maybe the issues related to Hello and attach/detach and auto-rotation that occur after coming out Hibernate is related to the OS not reinitializing those services properly after coming out of Hibernate. While the same issues do not occur when coming out of Sleep.