Surface Pro 4 - Screen won't wake from sleep

Hi Everyone

We have noticed that in certain instances the 1/27/2016 update did not install completely and is now is causing the 2/17/2016 update to fail for some customers. To check that the 2/17/2016 update is completely installed and fix it if needed, follow these steps:

Check for Installation Success

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.


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

4.  If the items listed here do have exclamation marks, manually reinstall the 2/17/2016 update following the steps below.

Manually Install the 2/17 Update

1.  Download the MSI package for Surface Book or Surface Pro 4.

2.  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.

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

4.  Restart your Surface (do not shutdown).

Thanks,

Josh

I have no exclamation marks and I have the sleep issue. I had to hard reset to wake SP4 to type this. It had been sleeping for 10 minutes or so.

Josh, this needs a serious looking at. There's obviously a much bigger problem here.

I didn't have any exclamation marks in the device manager, but I went ahead and uninstalled the firmware devices and then uninstalled and reinstalled the msi file. It didn't help at all, the same problem of not turning on after sleep persists.

For anyone else dealing with this, the best temporary fix seems to be just disabling connected standby in the registry, so that the device just hibernates immediately. It slows things down a little but is much better than having to force restart.

Thanks for responding, Josh, but that is definitely not the problem for many of us.  The SP4 I'm running now was swapped out at the Microsoft Store here in Austin on 2/17, so it's about as clean as possible, and definitely never had the 1/27/2016 firmware update applied.  I'd attach a screenshot, but the dreadful new OneNote won't let me save an image.

My system shows no exclamation points, yet woke successfully the first time this morning, then failed to wake a little over an hour later in the SP3 dock - a forced firmware shutdown and reboot was (again) required.  I am running no better than about a 50% chance of successfully waking from sleep after the 2/17/2016 firmware update, even if I always put the SP4 to sleep with the power button rather than closing the keyboard cover.  (It's even worse otherwise.)

For those of us suffering from this problem, it is literally true that our odds are considerably better at Russian Roulette than in waking our nice, new Surface devices from sleep.

Dead solid reliable sleep/wake (and not baking the device when it's asleep in a bag) is basic blocking and tackling for a mobile device - we expect this to work as it should - and we should not have to wait months again for another "fix" that is so poorly conceived and tested that it actually makes the problem worse for a great many users.

Kudos for the post, though - please keep us informed.  We're all very frustrated and need to know that Microsoft is working on this and understands just how disruptive this flaw is to getting real work done.

Let us know if there is any info we can collect and provide that will help reach a resolution more quickly - I''m sure most of us are quite willing to do whatever we can.

I'm glad that someone at Microsoft is looking.

I'm very very disappointed at my Surface 4 purchase at this point. My life is nothing but meetings, and having to hard restart this device 3 or 4 times a meeting has been killing me. To add insult to injury, as a Microsoft CAMSA customer, we standardize on O365, and now my OneDrive Sync and Office Sync has been corrupted causing office apps to fail!

I know that Microsoft has a monthly update release schedule now, but please send us an update ASAP! If this doesn't get resolved shortly, I'm going to do everything in my power to return the device (I've been holding onto hope for 3 months).