Surface Pro 4 - Screen won't wake from sleep

I would love to exchange mine, but it's not so easy. I use mine as my teaching computer and in the middle of the quarter I don't have to transfer everything over to a new computer, install of the teaching software, and get the new computer all set up on the school network and domain. Believe me, if I hit Mid-June without this being resolved, I'll swap it. Until then, it'd be nice if Microsoft issued some official guidance.

The majority of the posts I have seen reporting success with a replacement are cases where a Microsoft Store is persuaded to exchange for a brand new and recent model.  Not so many getting good results doing an advance exchange for a "refurbished" unit.

I did my first advance exchange replacement a month ago.  The replacement exhibited the refuse to wake issue within a day so I sent it back.

Since then I have had online chats with support nine times over the past few weeks, working through all their suggested fixes.  When they were out of ideas I decided to chance another advance exchange.

Replacement machine #2 arrived yesterday.  Fire it up, install all updates, leave everything default, install no software.  It refused to wake within five hours. 

I'm happy to hear that your exchange SP4 looks good.   Perhaps there is hope.  Please come back in a few days and confirm that it's still working perfectly.

Man, what an awful experience.I'm frustrated as ****, but I think 2 refurbished units that failed with the SAME issue would push me over the edge. I'm sorry you had to go through that. Sadly, this is how Microsoft should be talking to you, and making this right with these lemons.

Hi Everyone,

It's clear that stories on here are wide and varied, but I will follow-up and share the outcome on mine anyway.  I had posted earlier on April 19 (when my frustration with this issue finally boiled over) that I had a surprisingly easy time getting an advance replacement sent by dealing with Microsoft on-line via their surface support website. The support rep said during that chat that he would put in a request that they send a new unit rather than a refurb. 

The old device was lot 1548, it was not fixed by any of the many steps listed earlier in this thread (including complete refresh from iso), and it still exhibited the black screen crash from sleep with high frequency after applying the April 19 updates.

I don't know the lot number of the new device (no box), and I don't have a way to confirm for sure or not if it really is a new unit, but it was definitely in like new condition, and *I have not had a single black screen wake from sleep failure on it with pretty heavy use*.  That's not a single crash like this from April 21 though today. At this point I've got more software on the new unit than I ever managed to get going on the old one (although admittedly still no print drivers from HP or cannon... which were not necessary for the crash on the old unit).

So... for me at least, new hardware seems to be the fix. Like some others in my situation, I'd encourage people to keep replacing them till you get one that works, as clearly, some do.  I wish there was a better answer as I have lost untold hours to this, but there it is. Even a working surface doesn't have quite the same shine for me now, as I somehow still cringe a little wondering if it will wake... but really, objectively, this is quite a long time now with no failures at all, and when working, it's still a fantastic device.

If there are any other details about a working unit that might be helpful, let me know. 

Actually, in that regard - CPU-Z numbers on the working unit are identical to the failing lot 1548 unit, and identical to some of those posted earlier on this thread.

The only vaguely similar issue I've had with the new unit is I've noted that if it goes to sleep, and then the type cover is closed, and then the power button is pressed without opening the type cover, the IR camera for windows hello can come on and start looking for me. When it only sees the type cover, it can keep looking for a long time, and this can heat up the computer a bit and drain the battery a little. However, this is not the same as the black screen of death sleep issue we all know and hate because opening the type cover reveals the IR light is on, and then pressing power once to go back to sleep, and once to resume, reliably gets it out of this situation. A bug still, yes... but infrequent, and much less devastating. 

Good luck to everyone.  

J...