Surface Pro 4 - Screen won't wake from sleep

does a two button reset help?

Step 1: Swipe in from the right and tap or click Settings, tap or click Power, and then tap or click Shut down to shut down Surface. If you can’t shut down Surface normally, press and hold the power button on your Surface for 30 seconds.

Step 2: After Surface turns off, press and hold volume-up button and the power button on your Surface at the same time for at least 15 seconds, and then release both.                                                                             

        The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.

Step 3: After you release the buttons, wait 10 seconds.

Step 4: Press and release the power button again to turn your Surface back on.

Sometimes when I try to turn my SP4 on from sleep it doesn't turn on! I usually plug my charger and take off the keyboard and it starts up after a while. I've installed all the recent updates and I feel like this problem is getting worse after every update. I also had problems with the pen or touchscreen or keyboard not working but I think those issues were solved with the updates. 

I've tried contacting microsoft support but everytime I get to the chat or request call, I click the buttons but nothing happens, so I haven't been able to get in touch with tech support. I've tried using my phone but I still have that problem.

Hi Josh,

I'm glad someone at Microsoft is paying attention to this.  I'm also experiencing this problem ("Sleep of Death") along with the battery-drain while sleeping issue described elsewhere. It's VERY frustrating.  The answers to your questions:

NB The firmware update from 11/18/2015 did not fix this problem.

My device: SP4 i5/256GB/8GB RAM

• this problem occurs when the device is asleep for more than 5-10 minutes - I haven't timed this, but waking it up right from sleep (within a few minutes) doesn't cause the problem.
• either closing the lid (keyboard) or pushing the power button to enter sleep mode triggers this problem
• The Power Management settings tell the device not to enter Hibernate - sleep only.
• Trying to wake the device by opening the keyboard lid, pushing the mouse button, pushing a key, or pushing the power button does not wake the device.  This also occurs when the keyboard is not attached (tablet mode) and I push the power button.  The only way to turn the device on is to do a 'hard reset' (hold down the power and volume down buttons for >10 seconds) and then push the power button to reboot the machine.
• no idea what apps/services are running when the device sleeps.  I've told the device to turn off wifi when asleep when it's on battery. This problem occurs whether the device is on battery (with wifi off) or connected to power (with wifi on).
• I have already disabled Windows Hello (PIN access only) and it didn't help.  It didn't help the battery drainage either.

PLEASE FIX!!

I will try switching to hibernate instead of sleep mode to see if that helps.

Eric

Hi Everyone,

Thank you for the all your feedback.  First, please take a moment and install the latest updates - there is a new one today (11/18/2015), details here.  While the update doesn't explicitly address the scenarios presented in this thread it's always a good place to start.

For those that remain impacted please share, if you haven't already, as much as you can recall about the experience:

 - How did you put the device to sleep?

 - How long was the device in Connected Standby - long enough to Hibernate?

 - How did you first attempt to wake the device when waking failed?

 - What apps or services are running when the device sleeps, Windows Hello, others?

 - Does disabling Windows Hello or other services or closing any particular apps before sleeping have any impact?

I've seen it shared here already but here it is again.  To get out of this please perform a two-button shutdown.

Thanks,

Josh