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For some reason my new Surface is shutting off randomly. I check the setting and a few other things but it's still randomly turns off without warning. I'm losing some of my school work because of it. Is anyone else having this problem?
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Hey Everyone,
As of 7/14, the fix for this issue has completed testing and is now live, please go update your Surface Pro via Windows Update to get the latest download. You can obtain this fix by checking Settings> Update & security > Windows Update
The Surface Pro Update History page has been updated with the details of this release and the update is also available on the Surface Pro Drivers and Firmware page as part of the MSI installation package available for download.
BryanH [MSFT]
Hey Everyone,
7/14 Update: The fix for this issue has completed testing and is now live, please go update your Surface Pro via Windows Update to get the latest download. You can obtain this fix by checking Settings> Update & security > Windows Update
BryanH [MSFT]
7/12 Update: Just wanted to provide additional information that this fix was not included in the 7/11 Windows update, as testing still continues. I will update this posting when the update is available, also the Surface Pro Update History page will also be updated with the details when it launches.
BryanH [MSFT]
7/10 Update: Wanted to provide a quick update, we believe we have identified the issue, and are currently testing a fix that will be delivered via Windows Update.
BryanH [MSFT]
Does this fix the problem on previous Surface Pros as well? I have a 4-month old Surface Pro 3 that has the same problem. When it first happened, I found something from someone else who'd had the problem that said it only happened when he had the brightness at 100%, so I turned mine to 75% and it was fine for 3 months. Then 2 days ago, the same thing happened three times while at 75%. I lowered it to 50%, and it was fine again until today when it happened again.
I usually get updates automatically, but there was one waiting for me. I'm not sure when it was released, but it should be the most recent one.
So, anyway, should this fix my problem?
this error still occurs. it's a shame that so many people supply microsoft with their theses, event scripts and whatever and microsoft can't get it's **** straight.
I've tried to speak to a customer support about this problem, but all they wanted to do is to let you run diagnostic tools, thinking they might have a chance to figure how what happened. I don't think creating more support tickets would help since this issue has been awared by Microsoft. The more important thing is to let Microsoft know that the updated firmware failed to fix the issue on many of the machines, and they should put more efforts on it.
Professor_768
What does *real* Support say about your issue? Anyone with a problem really needs to open a real Support ticket. Your device is in warranty and you are entitled to support.
These forums can be great and are nice to look for ideas about features etc but are NOT 'support' for problems that may be hardware or software glitch related. Microsoft may finally notice after the 'pile on' effect occurs but they notice and respond to issues a LOT quicker if EVERYONE that experiences a problem opens a Support ticket. Simply adding a 'me too' on the forums just isn't the same thing.
So if the firmware upgrade that solved the random hibernation issue for just about everyone did not solve someone's problem, or you have a different issue that appears to be related, please open an individual Support request.
That way you will get real Support for your individual issue which may involve particular hardware and software configuration details.
Good luck. I have found over the years that Support may be frustrating sometimes but Microsoft has always responded and solved any issues I may have experienced - even those caused by my own configuration glitches.
