Surface Pro 2017 turning off or hibernating randomly!!!

Anonymous
2017-06-17T13:19:55+00:00

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?

Surface | Surface Pro | Power and battery

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Anonymous
2017-06-29T00:49:55+00:00

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]

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  1. Anonymous
    2017-07-07T19:51:42+00:00

    I've finally decided to return and repurchase my Surface Pro. Given how long it has taken for Microsoft to make fixes on older devices (i.e. SP3 and SP4), I would just return it now before the 30 day warranty runs out. I wouldn't expect a fix anytime considering MS labels us as a "small group." It's most likely not anywhere near the top of their "to-do" list.

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  2. Anonymous
    2017-07-07T19:40:21+00:00

    Hi everyone, 

    We are aware of a small group of customers reporting a scenario with their new Surface Pro in which the device inadvertently hibernates. We are investigating this issue.

    BryanH [MSFT]

    [Mod Edit: Marked as Answer to raise to top of thread.]

    Hi BryanH, When can we expect an update from Microsoft about the status of the investigation?  It has been 10 days now: do you all have any promising leads or an expected timeframe for a fix?   

    I know that everyone here would greatly appreciate any further light you could shine on this problem and Microsoft's potential leads for fixing it.  Any updates at all, I'm sure, would make folks feel a bit better.  Please don't keep customers, fans, and early adopters completely in the dark.

    Thanks in advance!

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  3. Anonymous
    2017-07-07T18:13:45+00:00

    Answers to above:

    1. No. It's not the new Surface Pen. I am using the pen I bought with my Surface 3 tablet.
    2. I seldom use the "eraser" click. Random shutdowns happen when using the pen as a stylus.
    3. My wife's Surface Pen has never been paired with her new Surface Pro.

    I am also using old surface pen and when problems occure the Bluetooth on the pen disconnects and the message on the even views says something about not being able to connect with the low voltage Bluetooth device.

    Tried to install new marvel drivers from their website but windows 10 wont let me

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  4. Anonymous
    2017-07-07T17:16:59+00:00

    Answers to above:

    1. No. It's not the new Surface Pen. I am using the pen I bought with my Surface 3 tablet.
    2. I seldom use the "eraser" click. Random shutdowns happen when using the pen as a stylus.
    3. My wife's Surface Pen has never been paired with her new Surface Pro.

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