Surface Pro 4 - Screen won't wake from sleep

I've been working on this since Feb. 17, along with all the rest of you. No shortage of frustration and exasperation. No solution on my SP4 (i5, 256, 8GB, purchased retail in Dec. 2015). 

Finally fed up enough today to try my chances with MS support. Was surprisingly painless.  See chat transcript below.

Will see if the new unit works!!

Chat Window

**info:**at 15:55:20

Thank you for choosing Microsoft Surface. An Answer Tech will be with you shortly.

**info:**at 15:55:25

Privacy Statement

You are now chatting with 'Nicolas'.

**Nicolas:**at 15:55:35

Thank you for contacting US and Canada Microsoft Surface Support, my name is Nicolas. Please provide me your call back number so I can call you right away in the event that our chat will accidentally be disconnected and please hang on one moment while I review your issue.

**Jason:**at 15:55:54

xxx-xxx-xxxx

**Nicolas:**at 15:56:18

Got it thanks, Jason.

**Nicolas:**at 15:57:33

Good day to you! I understand that you are having issues with your Surface device that will not boot up.

**Nicolas:**at 15:57:43

Form sleep, is that correct?

**Nicolas:**at 15:57:52

From*

**Jason:**at 15:57:59

Yes.

**Jason:**at 15:58:07

Won't reliably wake from sleep.

**Jason:**at 15:58:24

http://answers.microsoft.com/en-us/surface/forum/surfpro4-surfdrivers/surface-pro-4-screen-wont-wake-from-sleep/aed66dc7-289a-4300-a167-ab8394b7df06?page=101&auth=1

**Nicolas:**at 15:58:30

 I'm really sorry to hear about this Jason No worries, we can definitely assist you on this . I will take ownership of your case and check what is the best resolution we can do to get you up and running.                                                                                                                                                                                         

**Nicolas:**at 15:59:13

However if it's alright for me to ask. Just for me to isolate the issue here for you.

**Nicolas:**at 15:59:44

May I know the state of your Surface device right now?

**Jason:**at 16:00:21

It's on my desk. Hibernating.

**Jason:**at 16:01:05

I'm not really hoping to try to troubleshoot this with this device over chat. I've been working on it for a long time. Have reinstalled from downloaded iso, successfully applied all updates, repeatedly.

**Jason:**at 16:01:19

Want to know what my options are for return or replacement.

**Nicolas:**at 16:02:06

Thank you so much for all the information you shared and we really appreciate the effort in doing the steps earlier, Jason. Since we have exhausted all the steps.

**Nicolas:**at 16:02:14

 Here’s a great news! We can go ahead submit a replacement order for your Surface Device Jason. As a valued customer  The entire process will be free of charge including getting a replacement unit plus shipping and handling.

**Jason:**at 16:02:44

Will you ship replacement in advance, and let me return this one after I have the new device?

**Nicolas:**at 16:03:44

Oh yes, Jason. We do have the Advanced exchange option.

**Nicolas:**at 16:04:00

With Advance exchange, the replacement Surface is sent to you first within 3 days. You need to send in the defective Surface within 15 days using the same packaging the replacement came in and use the included return label. This requires a credit card for the hold amount  for the full retail price of the Surface.This will be lifted automatically once the device is received by us.

**Jason:**at 16:04:12

Great. Will you ship new device?

**Nicolas:**at 16:04:59

Yes you are perfectly correct, Jason. Usually replacement Surface are new devices.

**Nicolas:**at 16:05:22

To complete the process here.

**Jason:**at 16:05:32

Usually? Can we be more definitive for this order?

**Nicolas:**at 16:07:38

Sure Jason. To be honest we don't have any info to provide if the Replacement Surface is a new one or a refurbished and it depends upon the stocks. However usually the Replacement are new devices to be honest.

**Nicolas:**at 16:07:48

And aside from this.

**Nicolas:**at 16:08:20

I will put a note and make a request that to make sure you are going to received a new Replacement Surface device.

**Jason:**at 16:09:13

Ok. I appreciate that. Would be happy to hear how to complete this process now. When I tried on the website support/send in my device for service I did not see the advance replacement option.

**Nicolas:**at 16:10:12

Sure! It's my pleasure. Here in Microsoft we will do everything for our most beloved customers. And I will be more than happy to complete the order for you here.

See below for my experience.  Just a few times, the unit worked propery.  Just left it closed all night, the battery barely budged, and it woke from sleep when the power button was pushed, as it should.  this was probably a hibernate test, since the unit was off for at least 6 hours.

Next evening, repeated the test, after just a few hours (so probably a sleep case).  No dice.  I had to force reboot again.

I'm running the latest production Windows 10 Pro, version 1511, release 10.0.586.218, on Surface 512GB, 16GB, Iris graphics, which I use for LITERALLY ALL of my WORK and PLAY.

My procedure was much like Josh's, except that my unit showed no exclamation marks.   Trusting that the update does fix the problem, I set about to MAKE SURE that it was installed, so I.  (Yes, I as naïve, thank you).

• Downloaded the MSI as below.
• Shut my unit down using the 2-button method shown in Solution 4 (not 3).
• After solution 4, the unit boots into the BIOS, so I exited the BIOS and that presented me with a "Restart" button.
• Pressed the restart button in the BIOS, and the unit restarted
• Opened device manager
• Ignored any indication of wellness for the firmware devices shown in Josh's post.
• Uninstalled each one by right-click delete, AND checked the box "Delete the driver software for this device"


• Installed the MSI (if the UAC prompt is presented, being sure to install under Administrator).
• Rebooted again, as indicated by the installer.

After the reboot, the following then installed.  I don't know if they are related to the problem or simply unrelated updates.

Good luck to all.  Enjoy your Surface Pro 4 and Windows 10.  since I bought into the whole complete thing**,** I should be able to return mine at any time**.**

We shall see.  If I return it, I will report back here.

-e

Hi All,

We released an update on 2/17/2016 that addresses this issue.

We recommend that you install this update to keep your Surface performing its best. You can get updates now by checking Settings> Update & security> Windows Update.

To confirm the updates are installed, check Settings> Update & security> Windows Update> Advanced options> View your update history.  If you locate updates with the status of "Requires restart to finish installing", please Restart (don't Shutdown) your Surface.

Example of update with status "Requires a restart to finish installing."


In certain instances the 1/27/2016 update did not install completely and is now causing the 2/17/2016 update to fail.  To confirm the 2/17/2016  successfully and completely installed, and to repair it if it did not please follow these steps.

1.  Enter the words Device Manager into the search box on the taskbar, then select Device Manager from the list of results.

2.  Expand the Firmware section.

    a. If the items here do not have exclamation marks, the 2/17/2016 update is properly installed.

    b. If the items here have an exclamation mark (see image below), please manually reinstall the 2/17/2016 update.

    !\[\](http://fud.community.services.support.microsoft.com/Fud/FileDownloadHandler.ashx?fid=fdcadaf9-0d7d-4c95-abde-6dd4e386ce69)

Manually Install 2/17/2016 Surface Updates

1.  Perform a 2-button-shutdown as described in solution 3, here.

2.  Download the MSI package for Surface Pro 4.

3.  In Device Manager, double-click the item under Firmware that has an exclamation mark, select the Driver tab, and then select Uninstall. Do this for all items under Firmware that have an exclamation mark.

4.  Open and run the MSI setup package that you downloaded.

5.  Restart your Surface (do not shutdown).

Please let us know your experience after following the above steps to take and/or confirm all updates are successfully installed.

Thanks,

Josh

This is such a strange issue.  My Surface Pro 4 has been consistently failing about 90% of the time to wake from sleep ever since the 17/Feb firmware update, despite the firmware status shown from Device Manager having no warning exclamation marks.

Two days ago I strictly followed 'Chief Scientist's procedure posted on April 16th (page 166 of this thread).  I noted the version of the firmware drivers for each item before and after, and there was no change apparent to me.  After doing this I have had just one instance of the usual failure to wake black screen, immediately after that update was applied. 

That was two days ago, and since then I have successfully woken from sleep 31 times - on and off power, with and without the type cover.  I have had a failure of a different type, which I think is due to the fact that I am running the Insider 14316 fast build preview.  I was experiencing sleep / wake very frequent failures with 14316 prior to manually updating the firmware.

My bottom line: I was suffering terribly from #nowake, and after manually updating the firmware I am not seeing the issue.  This was even though I had no apparent failure of the firmware update, and that the update did not apparently change version numbers.  Is there something going on here where it appears that the firmware is updated, but actually it isn't?  I am not sure when and where the firmware loads.

If it returns I will report it here - and curse ...

It looks like I have all the firmware upgrades installed (no exclamation points in device manager), but the problem continues.  This is becoming a real problem!!!

Some that are reading this thread will know I have logged as call with the Software Assurance team (Medium to large business team) after a brief exchange of emails and an attempt at tinkering with the page file I have now been asked to return all 14 devices to MS for exchange.

They were purchased in December 2015 shortly after release date, all are i7 models.

The call was logged with 2 problems:

1. Blank device on entering sleep - full power down is only workaround (most people in this thread seem to suffer from)

2. Blank screen on resume - force display bus rescan (Windows P, tilt screen etc.. ) are the workarounds.

No admittance of a wider issue but an eagerness to exchange all of my SP4 devices.

I don't have lot numbers etc.. as the packaging was disposed of shortly after unboxing.

Email received is below:

Thank you for contacting Microsoft Support.  My name is XXX. I am the Support Professional who will be working with you on this Service Request.  You may reach me using the contact information listed below, referencing the SR number XXXXXXXXX.

We would require the serial number of all devices involved.

Also, in order for me to process replacement, please fill out the form below completely:  

Company Name:  

Phone:  

Email:  

Company Address:  

Street:  

City:  

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Please provide me with the Shipping details as well (this is where the replacement will be shipped to):  

Contact name:  

Phone:  

Email Address (where the shipping label be sent to for Standard Exchange):  

Shipping Address:  

Street:  

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State/ Province:  

Zip/ Postal Code:  

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         Issue Description:   

Serial Number Involved:   

*Is there any physical damage on the device?  [  X] Yes or [  ] No  

*Are you okay getting a replacement running Windows 10? [  ] Yes or [  ] No  

Impact of the issue to the business (if there’s any):  

Note: Please click “REPLY ALL” and fill out the form above.