Surface Pro 4 - Screen won't wake from sleep

Anonymous
2015-10-27T05:32:42+00:00

I received my Surface Pro 4 today and it worked fine. I put it on "sleep" for awhile, came back and turned it on. Once again it worked fine. I made an error and instead of putting it on "sleep" I  hit the power button to turn it off when I finished. Now it won't come on at all. The screen stays dark. If I push the power button I can see lights under the keyboard keys, then if I hit the power switch again they go off. But nothing happens to the screen no matter what I do. Has anyone else suffered from this?

Surface | Surface Pro | Display and screen

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Anonymous
2016-08-19T19:27:34+00:00

It works fine for me after the Anniversary Update to Windows 10 Pro (Version 1607). It no longer goes into a coma.

I just traveled all week. Put my Surface Pro 4 (SP4) to sleep 10 to 20 times each day, and currently my task manager shows the up time to be 7:21:35:21 - 7 days! It is actually working the way I expected it to when I bought it!

It was such a relief to not be scared to put it to sleep during meeting breaks to save battery when working with my Pen and OneNote. For the past 7 months I've had to have it on power when in meetings so that it wouldn't go into a coma. That was always so embarrassing.

You can update to the latest version of Windows 10 by opening Settings > Update & security > Windows Update, and selecting Check for updates.

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  1. Anonymous
    2015-11-11T21:36:50+00:00

    Hi, My Pro 4 comes up with a blank screen after sleep.  I can tell it is running in the back ground, but you can't see anything.   The only option at this point it a hard, power off restart.   Is this being fixed in a patch?  I don't see any other posts for this.

    Thanks!

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  2. Anonymous
    2015-11-10T19:28:23+00:00

    Dear friends and my fellow Surface Pro 4 owners, 

    I have spent over a 100 hours of my personal time troubleshooting this frustrating issue with Surface Pro 4 not waking up correctly from sleep. 

    First, I isolated the problem to this error with the display driver:

    VIDEO_TDR_TIMEOUT_DETECTED (117)

    The display driver failed to respond in timely fashion.

    DEFAULT_BUCKET_ID: GRAPHICS_DRIVER_TDR_TIMEOUT

    Full details on Page 3 of this thread:  http://answers.microsoft.com/en-us/surface/forum/surfpro4-surfdrivers/new-surface-pro-4-wont-turn-on/aed66dc7-289a-4300-a167-ab8394b7df06?page=3

    Now after repeated trial and error, I have isolated this to be mostly an issue with Windows Hello Facial Recognition on my Surface Pro 4.

    Workaround Solution (will not resolve it 100% but will improve it significantly)

    Turn Off Windows Hello (facial recognition) using the following steps:

    1. Go to Settings -> Accounts
    2. Select "Sign-in options"
    3. Look for Windows Hello section
    4. Under "Face" section, click on "Remove" to remove any saved faces
    5. Restart your Surface Pro 4

    After this point, your Surface Pro 4 will wake up much more reliably (sometimes instantly, other times it will take up to 15 seconds) from sleep on pressing the Power button.

    Before turning off facial recognition, I was able to consistently reproduce the problem of Surface Pro 4 not waking up correctly within a few minutes of trying (by closing/opening the Type Cover and pressing power button). Now, it only occurs rarely and my Surface Pro 4 is finally usable enough. 

    NOTE: My Type Cover has Fingerprint ID ($159.99 version) and it still works great with Windows Hello! If you have the regular type cover, you might need to enter your password/PIN on waking up.

    UPDATE:

    I am still noticing the VIDEO_TDR_TIMEOUT_DETECTED (117) or occasional Display Driver crash on waking up but it doesn't require force rebooting from black screen like it did with Facial Recognition turned on.

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  3. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2015-11-10T10:28:27+00:00
    1. Browse to the Download a recovery image for your Surface page.
    2. Sign in using your Microsoft Account.
    3. Select your product and provide serial number of your device if it is not already registered against your MSA.
    4. Download the recovery image and save it to your Surface or another PC.
    5. Create the Recovery Drive following the on screen instructions for prepping the FAT32 USB drive.
    6. Use the Recovery Drive to refresh or reset your Surface.

    Here are the instructions to use the Recovery drive:

    https://www.microsoft.com/surface/en-us/support/warranty-service-and-recovery/usbrecovery?os=windows-10

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  4. Anonymous
    2015-11-10T06:32:23+00:00

    Penny,

    If you have to use the two button reset continually, you need to either reset your new Surface (which should never be required on a new machine, but this has resolved issues for some people) or exchange it. If you are near a physical Microsoft Retail Store, go there and they will swap you out.

    OK, I can try a reset, but HOW? I looked up on Internet but only found the information for previous versions, such as Surface Pro 3. Is it the same?

    I don't live near a Microsoft store, sadly. I live in Anchorage, AK and we had to order this Surface Pro from Microsoft. So if I can fix it without sending it back it would be better.

    thanks for your help.

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