Surface Pro 1 on Windows 8.1 reboots when Type Cover 2 is removed

I understand the distance thing.  I actually personally delivered a shipped-in client Surface to the store at the same time because he was in another city.

Within the "Critical" Errors, there should be ones that say something like "restart without full shutdown."  To my knowledge, there isn't a way to artificially create one of those errors on the Surface hardware without getting right inside the chassis.  That was going to be my argument anyway.

Hi all (and CSCiGuy),

 

FYI: My understanding of Microsoft's hardware support model is that all hardware problems are diagnosed in-store. (I actually manage an IT value added reseller and we were neither able to get Sales nor Support authorized.  Microsoft is keeping it close to the chest on this one!)

 

I brought my Surface Pro 1 with the same random reboot issues into my local Microsoft store.  I made that there had been plenty of random reboots in the week before I brought it in (almost 40!).  That's important because you can open up the Windows Event Viewer, each random restart shows up as a "Critical Error" and the event viewer summarizes each one.  Because of the Surface's single hardware configuration (no removable parts!) and lack of a hard power switch (you can't just pull the plug or pop out the battery) there's no arguing anything except that the original hardware was the cause of the errors.

 

They did firmware and OS reinstall, as I suspect they will always do first.

 

But, importantly, they said, and notated, that if the problem continued to occur, they'd replace the device.

 

Unfortunately, the problem happened twice that evening, but one of the restarts triggered one last update.  It hasn't happened since.  I intend to take the device in for replacement if it starts occurring again.  I will make sure the event log is full of Critical Errors before I do!

 

Anyway: get the ball rolling.  Bring your device into a store if you're able and make sure your Event viewer is full of Critical Errors!

Thank you but do understand the word "local" Microsoft store can be 50+ miles away for people or even out of state.  I do have a ticket number with them already actually it would be my second one with them. So yes I see what you are saying and yes I've read the event log but those aren't always clear either.

I've done the restore/refreshes and to no avail.

Hi all (and CSCiGuy),

FYI: My understanding of Microsoft's hardware support model is that all hardware problems are diagnosed in-store. (I actually manage an IT value added reseller and we were neither able to get Sales nor Support authorized.  Microsoft is keeping it close to the chest on this one!)

I brought my Surface Pro 1 with the same random reboot issues into my local Microsoft store.  I made that there had been plenty of random reboots in the week before I brought it in (almost 40!).  That's important because you can open up the Windows Event Viewer, each random restart shows up as a "Critical Error" and the event viewer summarizes each one.  Because of the Surface's single hardware configuration (no removable parts!) and lack of a hard power switch (you can't just pull the plug or pop out the battery) there's no arguing anything except that the original hardware was the cause of the errors.

They did firmware and OS reinstall, as I suspect they will always do first.

But, importantly, they said, and notated, that if the problem continued to occur, they'd replace the device.

Unfortunately, the problem happened twice that evening, but one of the restarts triggered one last update.  It hasn't happened since.  I intend to take the device in for replacement if it starts occurring again.  I will make sure the event log is full of Critical Errors before I do!

Anyway: get the ball rolling.  Bring your device into a store if you're able and make sure your Event viewer is full of Critical Errors!

I hope we can get a statement on whether this is a widespread issue that they can/will address in a software update, or if those who are affected should schedule their device to be serviced.        

This would be very helpful indeed!

Good luck guys. It has been over 3 weeks since I have gotten a phone call from support and then an email. The email I was told to reply back to which I did immediately after the phone call with support staff.  Here we go I'm still waiting on a reply. No progress status, no reason why I haven't heard anything. And the new updates that rolled out last Tuesday. My device (Surface Pro 1) did  not find an update for the WiFi Driver, yet I am not surprised.

This is very unfortunate and we are basically being left here with the attitude of "Deal with it."

User error? I think not, but I'm sure that is what they are thinking.

I wish you all the best of luck in getting your issues addressed. Before you know it your Warranties will expire.

I hope we can get a statement on whether this is a widespread issue that they can/will address in a software update, or if those who are affected should schedule their device to be serviced.        

This would be very helpful indeed!