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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]
In my office, yesterday, I only had a few incidents (3-4 in a day) and the face recognition software has always worked perfectly (and keeps working perfectly also now that I'm back).
This morning, at a customer's site, the face recognition was totally unable to recognize me, no way. And I have had 3-4 stops in just 1 hour using Word, while typing, while just scrolling pages, while doing nothing.
I start to suspect that there could be a relation with the type of lighting and relative shadows or reflections that, on one side, make Hello not working and, on the other, trigger the random hibernation.
Undoubtedly (in my experience), the number of incidents hugely increases in an environment with fluorescent lights (in my office I have LED lights).
Or, it could be related to some other type of radiation, electromagnetic interferences, radio waves (BT, wi-fi) interference... that are less present in my office and more present at my customers' sites.
I get the event view error BTHUSB also.
I have had the new surface for 1 week and have encountered this issue a number of times. The worst was during a 2 hour work meeting it happened three times. It has happened in laptop mode with just a key board, it has happened in laptop mode connected to an external display. I have set all power settings to NEVER turn off. Has happened on both battery and plugged in (usually when on battery). Very frustrating and looking for a quick fix from Microsoft. Hoping it is a software update and not requiring a hardware swap and/or full computer reset. PLEASE HELP
I see many suggestions to return the devices before the 1 month deadline...
But here is an other point of view:
If this is a software issue (and I bet it is), it will be patched soon.
If this is a hardware issue, your Surface Pro will be exchanged via warranty.
So what I'm saying is that one way or another, this problem will be fixed.
So if you can wait a bit longer for Microsoft to track this issue down, and you can live with your SP hibernating itself every now and then, you shouldn't be worried about the 1 month deadline.
I agree. This is also what I decided yesterday.
