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
    2015-11-19T12:25:47+00:00

    Thanks Overzeetop, I'll make a note of that. So far, since the last update (~24hrs ago), I haven't had a screen freeze or a failure to wake. I'm hoping at least one has been fixed, if not both...

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  2. Anonymous
    2015-11-19T13:24:12+00:00
    • How did you put the device to sleep?

    The issue does not seem to be affected by the method, be it the power button or closing the keyboard.

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

    For me this varies. Sometimes it will not wake up after only half an hour, but sometimes it will be a few hours or will go into hibernate just fine.

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

    Again, tried with both keyboard and power button, makes no difference.

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

    Can't say. Sometimes a few apps, sometimes everything is closed.

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

    I have windows Hello disabled. Something that might be of interest is that when the device gets stuck in this state, for me the caps lock button light does not come on when I press it. The keyboard backlight is on and the function key light works, but not caps lock...

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  3. Anonymous
    2015-11-19T13:25:58+00:00

    I just had it wake up & Hello recognised me, but it wouldn't let me in again; I tried Win+P twice, but it didn't work. I tried every key combination that seemed likely, including function keys, but only ctrl-alt-del got me in. Once I was in, I could see the screen/projector control panel, so Win+P had taken effect, it just didn't get me past the Hello loop.

    No big deal - ctrl-alt-del is easy enough to type - although I'm not sure what happens if the key cover isn't attached when it does this... 

    ETA - the power button does the job there.

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  4. Anonymous
    2015-11-19T15:21:41+00:00

    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

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