June 2021 Firmware Update for Surface Laptop 3 gave rise to USB C & cannot-shut-down problems and many more

Anonymous
2021-07-02T07:52:18+00:00

After applied the June 2021 Firmware Update for Surface Laptop 3, this issue occurs:

  1. At the first time plugging a External SSD into USB-C port, it works fine. But when you click Safely Remove Hardware in notification area (but keep the device plugged), the Device Manager shows that the Storage Controller of the device got something wrong.
  2. After pulling off the external SSD, any other device doesn't work USB C port; sometimes the USB A port fails too. Device Manager reports a Unknown USB Device (Port Reset Failed), with an error code 43. Windows Hello Camera might fail because of this.
  3. Now, the computer cannot manage to shut down or reboot. After the "Shutting Down/Restarting" mono-colour screen disappears and the monitor turns off, the fans keep rotating and the back-light of keyboard is still on. One can only force the laptop to shut down by long pressing the power button.
  4. After re-start the computer, problems can reoccur following 1. to 3.

By the way, this error seems making the computer fail to enter hibernation from sleep, which induces heating of the computer in backpack and extreme battery drain.

On Reddit there are lots of report on similar issues:

Surface Laptop 3 not shutting down properly and battery draining a lot during sleep

Surface Laptop 3 battery drain after shut down

SL3 is overheating in my backpack, even when the device is turned off. What is going on?

Also, on Microsoft Forum:

Surface laptop 3 hot and won't turn on

Battery drain during sleep

Surface Laptop 3 does not completely shutdown.

I've tried reset my computer, which does no help. I do hope Microsoft can handle this issue as soon as possible.

Update on 24 July 2021:

After installing the 23 July 2021 updates](https://support.microsoft.com/en-us/surface/surface-laptop-3-update-history-7471eff4-8de2-1616-5b7b-241e28c2236b "https://support.microsoft.com/en-us/surface/surface-laptop-3-update-history-7471eff4-8de2-1616-5b7b-241e28c2236b"), one of which (Surface - System - 14.502.139.0) claims to "improves USBC performance", the same issue can be reproduced, as pointed out by @[JDPurcell2 and @Hanxxxx

Update on 3 Sept 2021:

I'm elated to share that after the 31 Aug 2021 Updates, which "addresses the system hang and shutdown issue", my USB-C port works well.

I've tested it 3 times, and then the Laptop can restart normally, after which the USB-C port still works normally.

Surface | Surface Laptop | USB-C

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Anonymous
2021-07-19T17:06:12+00:00

Updated 9/1/2021 -

Thank you for reporting the issue. A fix is available through Windows Update.  For more information about updates for your Surface available through Windows Update see the Surface Laptop 3 update history page.

Marking as "Answered" for now to raise visibility.

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  1. Anonymous
    2021-08-13T07:16:55+00:00

    I am not surprised that Surface problem usually takes Microsoft several month to fix. On the contrary, Azure problem can be fixed right away. Microsoft does not pay much attention to Surface brand, everything is Azure first now. May be when Surface someday rebrand as Azureface, then we can finally use a good product.

    For this particular firmware mess that impacts so many users, I feel lost confidence and trust for Microsoft. Trust is the key for business, said Microsoft's CEO (but still on an Azure topic, ironically).

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  2. Anonymous
    2021-08-13T05:47:45+00:00

    With 50+ Surface Pros, Books and Laptops in the business, the faulty USB ports are causing a high-level of frustration and inefficiencies across the team.

    Some of the experiences we've had since the June firmware updates include:

    1. Unplug single USB-C cable that's connected to a universal dock with monitors, keyboard, mouse, ethernet and power, move the laptop to a meeting room, connect USB-C cable to HDMI TV, go back to the desk and plug back in to dock. Connected peripherals don't work, sometimes power (charge) works (to the Surface), other times not.
    2. Unplug a USB-C device, plug it back in, same problem.
    3. Sometimes the built-in camera no longer works either.
    4. Device Manager shows "Unknown USB Device (Port Reset Failed)"
    5. Disabling / re-enabling the USB device in Device Manager - doesn't resolve.
    6. Disable and re-enable USB port in the UEFI - doesn't resolve.
    7. WIPE device via AutoPilot (Endpoint Manager) - doesn't resolve, as the firmware is unchanged.

    Only work-around, is to remove the USB cable, hold the power button for about 20 seconds on Surface to force shutdown and restart.

    This can happen many times a day, with many Surface devices!!

    Due to the impact to the business and a very slow resolution by Microsoft, I am reconsidering our fleet brand with future purchases.

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  3. Anonymous
    2021-08-12T19:12:02+00:00

    Hi Everyone,

    I can confirm that this seems to be a USB Port issue -- I generally charge my phone from the laptop using the C-type USB Port. I've been having these shutdown issues for the past 2 months now.

    After reading this thread, I decided not to use the USB Port at all and can confirm that the laptop shuts down just fine.

    Hopefully the Microsoft technical support team can soon release a fix for this.

    Thanks!

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  4. Anonymous
    2021-08-12T04:24:57+00:00

    I've been having the same issues for the past 2-3 months now -- I contacted their support team and after failing to identify the issue they sent a replacement laptop, which, by no surprise has the same issue.

    Thanks to this thread, I think I've at least now identified this issue. I will try to not use the USB Port (only use it to charge my phone anyways) and see if the shutdown happens.

    Regardless, the multiple force power shutdowns, battery drains etc have deteriorated my device's hardware and I will still expect Microsoft to send a replacement device (I bought this 6-7 months ago only!) after this issue has been resolved.

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