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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]
Update: My problem is different from many here so I opened a new question called Surface Pro 2017 with i7 overheating under high CPU loads (both Utilization and Speed) Probably best to ignore this...
I opened my new Surface Pro i7/512GB/16GB machine yesterday. It has shut down several times today.
HEADLINE: Each time it shut down I got a Kernel-Power event "The system was hibernated due to a critical thermal event."
Details:
I can make this happen at will. My Visual Studio solution has 6694 unit tests. If I run them in parallel (which that's what you're supposed to do, have the hardware work as hard as possible) then somewhere between 35 sec and 2 min it will shut down. This has the i7-7660U CPU @ 2.50 GHz. The CPU will peg at 100% and about 3.77GHz until it shuts down.
I saw the BTHUSB event each time, but that was about 30 seconds after the Kernel-Power Event.
Here is the Kernel event:
Event 88, Kernel-Power
The system was hibernated due to a critical thermal event.
Hibernate Time = 2017-06-27T21:20:07.908155400Z
ACPI Thermal Zone = Intel(R) Dynamic Platform Thermal Framework
_HOT = 375K
Now the CRAZY part... If I keep moving my mouse, rather than pegging at utilization of 100% and a speed of 3.77GHz, it fluctuates a bit and the CPU speed will be between 3.52 and 3.68GHz - and utilization will fluctuate a bit too. And my tests will run to completion! Taking about 3 min 20 sec. I have 5 Kernel-Power events that all match the times of my machine turning off and I have run all my unit tests 4 times by doing something else on the machine. It seems to be the combination of 100% utilization along with high (3.77+GHz) speed that does it. I turned off the feature that has the tests run in parallel and I'm only about 50% CPU utilization but Speed goes as high as 3.94GHz. And the tests took 4 min 30 sec to run instead of 3 min 20 sec.
When I realized this I unplugged the power (it was plugged in) and the CPU seldom had a speed over 3.0GHz on battery. And the utilization was not always 100%, even though the unit tests were set to run in parallel. Then the tests took 3 min 45 sec.
So I have 3 workarounds:
This has been the only condition for me so far that has shut the new Surface Pro down.
I hope this helps someone at Microsoft figure out what to do.
If others face this, look at the Event Viewer and see if you have Kernel-Power events at the time of the shutdown. If not, then perhaps there are other issues than the one I face and we have several things going on.
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Has just happened again after posting this message.
Error 6/27/2017 2:45:03 PM DistributedCOM 10016 None
Warning 6/27/2017 2:45:01 PM BTHUSB 34 None
Warning 6/27/2017 2:45:00 PM DeviceSetupManager 201 None
Warning 6/27/2017 2:45:00 PM DeviceSetupManager 202 None
Warning 6/27/2017 2:45:00 PM DeviceSetupManager 200 None
Warning 6/27/2017 2:45:00 PM DeviceSetupManager 202 None
Warning 6/27/2017 2:44:59 PM DeviceSetupManager 200 None
Warning 6/27/2017 2:44:59 PM DeviceSetupManager 202 None
Warning 6/27/2017 2:44:59 PM DeviceSetupManager 200 None
Warning 6/27/2017 2:44:59 PM DeviceSetupManager 202 None
This is from the event log. Has happened three times today since i started monitoring the problem and "Event Viewer." I do not have any Bluetooth devices connect during this time. Running apps are Outlook, Chrome, OneNote, and Event Viewer.
From Event Viewer, occurred 3 times today immediately after my (2017) Surface Pro goes Randomly to sleep/hibernate mode. These 3 listed items occurred in the same order all 3 times.
Error 6/27/2017 11:18:58 AM DistributedCOM 10016 None
Warning 6/27/2017 11:18:56 AM BTHUSB 34 None
Error 6/27/2017 11:17:26 AM DistributedCOM 10016 None
