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
    2016-04-17T02:14:42+00:00

    I would test it first.  If its good why return it?  Its pretty quick to find out which ones are defective.  Put your stock machine in sleep for about 2 hours.  A defective one will most likely crash.  I'm not sure that lot numbers are an acid test.  Just more likely to see good units in the later batches.

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  2. Anonymous
    2016-04-17T01:33:52+00:00

    My SP4 I5/8GB/128GB hardware lot 1547 is going back to best buy tomorrow, going to see if they can find me a newer batch.

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  3. Anonymous
    2016-04-17T01:31:22+00:00

    "Microsoft Store, how may I help?"

    "I need to exchange a defective unit."

    "We don't have any of that model in stock."

    "Can you order one and hold it for me?"

    "We can't place orders. You will have to call back."

    OK, I know the kiosk stores are a little gimped, but come on. Employee I talked to was very nice, but they need to have more power to get things done Microsoft!

    *Immediately after.*

    "Microsoft chat, how may I help?"

    "I need to exchange a defective unit, but I DO NOT WANT A RUFURB!"

    *needless continuation of conversation proceeds*

    "Ok, we will do an advanced exchange for a MS Ceritified replacement."

    "So a refurb?"

    "Yes, but it is guaranteed to work."

    *end chat*

    *Drives speedily to the nearest Apple Store.*

    Good job Microsoft! Your ridiculous nonsense has run me off, LOL.

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  4. Anonymous
    2016-04-17T00:13:44+00:00

    Im not sure about whites (it looks fine overall), but I did look for light bleed yes - and cannot notice one yet. Also no discernible flicker at low brightness.

    Battery still draining faster than a sink after... well a full bottle of Drano.

    After a mere 45 minutes or so, walked out with a brand new Surface Pro 4.  Super-helpful store clerk assured me device is from very recent batch - from this year.  

    Does the new screen have better whites and no sign of light bleed like the other person's exchange? Might tell us all this is a problem with a defective screen.

    Also pathetic it took 45 minutes and MS hasn't told stores to just exchange them already.

    Hi, I'm glad you've finally got a working unit.  Regarding the display, I work with digital photography and so I'm a little sensitive to the whites and resulting color accuracy of displays.  For my replacement the screen was definitely of a different order than the last. 

    Regarding your battery life, what kinds of programs to you tend to run daily?  When I received my replacement the battery was drained completely, however it seems fine now.  As an example, I use firefox (because I like to browse use the page navigator bar as opposed to drawing pictures with my finger),  and it reports 12-13 hours remaining at 94% battery.  Now I'm assuming that in reality this is a little overblown, but still thats pretty good.  If I use edge as a browser, I get less.  Other more intensive programs can drain the device much faster, but I'm satisfied with that.

    I'd like to report to everyone on this forum, that I've still had no sleep crashes with my device since receiving the replacement.  I also tried replacing the drivers manually on my last device as suggested here and it certainly didn't work.  As far as I'm concerned the fact that Microsoft is now delivering high quality units which are clearly much more reliable than the old batch is good evidence of a hardware defect.  It is completely wrong of them to hide this information from the consumers and try to coerce people into being satisfied with defective units by promising arcane, future updates and procedures that are always 'about to be released'.  The original devices didn't work that well to begin with, and the Feb 17 update most certainly broke them. 

    Every single one of those defective units needs to go back to microsoft.  I think this thread should become a center of information about this problem.  If you have a device that won't wake up from sleep after the feb. 17 update, do whatever you can to return it.  If you're thinking of placing a bulk order for your company, verify that every unit you receive does not exhibit black screen sleep with all current updates applied.  Send everything back that exhibits this defect.  Don't waste your time looking for a fix because there clearly is none.   If Microsoft gets a reaction like this they will certainly think twice about this behavior in the future.

    Well the original moderator of this forum, Josh, seems unable or unwilling to reply.  Would anyone else from Microsoft care to respond to anything I've said here?

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