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
    2016-05-21T16:45:15+00:00

    A related problem?  My SP4 usually works fine.  I estimate that it fails to wake up and needs to be reset less than 10 percent of the time.  I also have a similar problem that occurs less than 10 percent of the time.  It's also infrequent.  But sometimes when my SP4 wakes up, the auto-rotation doesn't.  Other times the touch-screen doesn't wake up.  I can awaken either by going to the Device Manager and disabling and re-enabling the device drive.  Has anyone else noticed this?  All three problems (no wake-up, no auto-rotate, no touch screen) occur less than 10 percent of the time.  Except if the SP4 doesn't wakeup, I obviously don't have auto-rotate or touch screen.

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  2. Anonymous
    2016-05-21T17:05:18+00:00

    Replace your device - the only solution.

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  3. Anonymous
    2016-05-21T17:45:54+00:00

    Replace your device - the only solution.

    Not necessarily an option. Look at my post above... The refurb the MS store gave me is worse than what I had. The tech insisted it was brand new, but I don't believe it. It came In a plain cardboard box like a refurb does. They refused to give me a new in box replacement, even after my polite but strenuous objections.

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  4. Anonymous
    2016-05-22T00:41:48+00:00

    I'm back from the MS store in Downtown PDX with a lot 1613 new SP4. I remained polite, but had to get  very obstinate about needing a new SP4. It's very important to remain polite and likable I think. Also, I brought documentation showing I was already on my third unit and had been through the whole re-imaging scenario multiple times. I was not loud, but easy to hear, a fine line to walk. I re-iterated the absolute lack of help we are getting on this thread, and I believe that was the kicker that got me a new SP4 instead of a refurb. The other customers in the store starting to show great interest in my story helped a bunch too I think!  People were listening because I was polite, appeared knowledgeable, and clearly projected my dis-satisfaction with MS customer service. Be sure and get the tech and the managers on your side, or at least compassionate. One manager even shared with me the problems she was having with her SP4. Get them ticked off at you and you'll probably get a refurb if anything.

    The manager made a deal with me. If I would buy a two year warranty for $129, I could get a new SP4 instead of a refurb. This was not at all onerous in my opinion, because you clearly need an extended warranty with this device. I've been worried about not buying one initially... So, I was thrilled to be able to get two full years with accidental coverage.

    I'll update immediately if I have any issues with the new SP4. Hopefully I won't post for a month, and then to rave about SP4 reliability! :)

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