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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]
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]
BryanH
It is awesome Microsoft found a fix but how do I install the update when I can't even get it to stop going to standby mode long enough to enter my username and password. I tried an external monitor and it goes to standby mode even quicker!
Hello Lotte,
I also used my Surface Pro to attend my studies classes. And I tried to put up with it because I needed it for the classes. But finally I decided to send the equipment to change because it was getting worse and worse and because it was clear that it just was not going to fix itself.
Try someone lends you a laptop with Office or LibreOffice (perhaps the school can) and wait a week or two until you get the new device. It's a small effort, but it's worth it.
Regards,
Juan
PS: After one week I've got a new Surface Pro at home. It seems to work perfect!!
Hi,
I have a Miscrosoft Surface pro i7 16GB RAM and already reinstalled and also updated as you requested to the last one but it still did it and even 2 times quite close togther less than 1 hour in between and Im in class in university so just missing things I need due to this and that's also the reason I can't just send it back and ask a new one as was advised by the support person sadly.
What do you propose?
Lotte
Ok, everyone. (Few product issues are as infuriating as this because I want to love this device). After living with this issue on/off for a few months and trying/applying every update, patch, resetting firmware settings I am 99% sure it is a heat-related
issue. Plugging the device in or on the dockstation it begins to recharge. After about 5-15mins of recharging it sometimes shuts down. The back of the surface closest to the display port and USB is exceptionally hot upon touch each time this happens (hotter
than during normal usage). I believe this is very clearly an overheating issue during charging and it may be why it has taken Microsoft so long to offer a fix.
As I have already said before, I'm quite sure that there are different issues involving the Surface Pro. The one discussed here refers to the Surface Pro randomly hibernating, i.e. you may be using Word, Excel or surfing the web, or doing nothing, and it hibernates, sometimes after 3 hours, sometimes after 10 minutes. No problem with overheating, mine was never hot, not even warm, during use or while recharging it, but it hibernated. I imagined all possible scenarios, but the final result was that the issue was totally random.
After I updated the Nvidia drivers and applied the patch that you can find at this address:
https://www.microsoft.com/en-us/download/details.aspx?id=55484
I never had the problem again. Never. It's now 3 months at least I'm using it, never happened again, before it happened 2-3 or more times per hour.
Therefore, either you have THIS issue and THAT is the solution or you have another issue and my suggestion is to ask for a replacement as soon as possible because I'm quite sure that you have a hardware issue that cannot be solved via software.
