Surface Pro 4 - Screen won't wake from sleep

Greg,

What is the latest here?  I have had my machine since a few weeks after they came out and this problem has been an on again, off again issue.  At one point in time you guys had it fixed with an update and then it went back to not working again more recently (maybe the last month or month and a half).

I am truly about to be done with the Surface platform after owning 1, 2, 3 and now 4 and having my sales team on the same platform.  The time it takes to wake it back up AND the guaranteed failure of the power button in the near future from over use to compensate for this issue are becoming too much. 

I am willing to share all of my data, time and computer to help fix this but it must be fixed soon or you will lose a truly loyal customer.

Thank you,

Jeff

Hmmm...

Normally I try not to say anything unless I have something nice to say...

I have to disagree that this is arrogance.  We've had specific communication from Panos himself.  They have issued no fewer than 8 updates working on this.  So I'm sure we cannot say they are not trying to fix the problem.

I think based on the latest comm here from the MSFT guy that they are trying to determine if they have problems installing drivers and/or firmware updates.   I'm sure they've seen some systems get fixed by the update they have issued, because they wouldn't issue them otherwise.

I would guess the tool they are thinking of publishing has to do with verifying the software configuration of the devices that have the problem.  it may also report and list firmware versions and maybe hardware versions.

As for those hankering for new hardware, I don't think hardware is thought to be the issue. If it were, we'd have a lot of people reporting here that everything is great with their new units.  From what I've seen, that's not the case.

I think the worst thing MSFT could do is start replacing hardware, find out that hardware doesn't fix the issue, and then have customer dissatisfaction all over again, but with the added hardware replacement cost.

I for one stand ready for any number of remote sessions anyone at MSFT wants to do.  I'll bring my unit to a specific location in my home state for analysis. If I learn anything more from anyone directly or indirectly from MSFT, I'll report it here.

I think offering that is lot more constructive than tossing personal insults.

At any rate, I love my Surface.  It is the first computer I've ever had that can do ALL of my work, from desk work to playing videos for hours to hosting a Service Fabric cluster, to developing cross platform with Xamarin, to building HooLens apps with Unity,  AND one that I can stick under my arm or hold with one hand.

It is still a really good machine, even if it doesn't make from sleep in a second like the vastly simplified android and iOS units do.

Good luck.

-e

You'll find the survey back a few pages.

Great work on the log.  I've had the problem just about every time I've tried to wake my device since about Jan.

The point of the survey is to determine if swapping out the hardware has helped anybody for longer than about 2 weeks.

My thoughts are that I've had spans of time that are good, mostly after taking some major action.  At one point I killed off all the drivers and re-installed from the MSI.  At another, I did a fresh reset on the device.

However, to this day, I still have the problem.  I may have a more complex setup than most, since I use two docks, one at home and one at work, and constantly move between them.

Good luck with yours and hope it "remains fixed"

-e

Well I was problem free or 2 weeks and filled out the survey yesterday. Then this morning I was unable to wake and had to do a hard reset. So for me the number of occurrences has been drastically reduced but it has not been completely fixed.