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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]
"Small Group"? That's cute....I'm testing this for my organization's North American Sales Team. The first one I purchased had a screen flicker issue that was determined to be faulty hardware and had to be returned. Now my second one is spontaneously hibernating during corporate presentations.
Need a resolution ASAP or I will be returning for a full refund and going to the HP product.
After I have had 3 issues in one and a half hour this morning, this afternoon I've been using it on battery (like this morning) for more than 3 hours without a single issue and I've tried everything to make it happen, no way, rock solid.
The only difference was that the battery level was lower and lower, I finished with 5%... therefore, if battery level matters, it is the opposite of what one would think: the more depleted the battery is, the better...
I don't know how reliable this is, but following what I was saying above, I can say that after fully recharging the battery another time, again today I had no hibernation issue.
The machine seems to "have healed herself": my guess is that the cause of the hibernation problem is the logic controlling the battery (this also because when plugged in or connected to the dock station the system never hibernates randomly).
Perhaps the battery was sending "confusing" messages to the firmware triggering hibernation. But, after fully discharging (down to 5% or less before recharging) and fully recharging it a few times (in my case at least 2 times) the logic controlling the li-ion battery "resets" itself, overwrites some kind of erroneous parameter and stops sending those "confusing" messages.
Perhaps others could try this "cure" and see if my case can be confirmed. What I can say is that it's now 24 hours that I cannot get a random hibernation event, whatever I do, typing in Word, using Chrome, leaving the machine idling with several windows open, leaving it idlind with the screen on for one hour or more... as I said, rock solid as if the problem had never existed.
And I did not change any parameter or setting: on battery, screen is off and sleep mode starts after 2 hours and the SP hibernates when closing the cover.
Just to follow up on my previous post:
A little over a week ago, my new Surface Pro i7 256GB hibernated twice within a short space of time while on battery power. Since then I have used it for several hours every day (for a week) with no hibernation issue. I then switched to battery power, and within an hour experienced the sudden unexpected hibernation again. I was using Outlook 2010 at the time, with only the Type Cover connected. I have never connected any Bluetooth device to this machine (I am still waiting to receive my new pen). Event viewer shows the same error messages as for previous occurrences, so I have given these with some more detail below:
Error: Event 17 BTUSB
The local Bluetooth adapter has failed in an undetermined manner and will not be used. The driver has been unloaded.
Followed 2 seconds later by:
Warning: Event 34 BTUSB
The local adapter does not support an important Low Energy controller state to support peripheral mode. The minimum required supported state mask is 0x491f7fffff; got 0x1fffffff. Low Energy peripheral role functionality will not be available.
Followed 2 seconds later by:
Error: Event 10016 DirtributedCOM
The application-specific permission settings do not grant Local Activation permission for the COM Server application with CLSID
{D63B10C5-BB46-4990-A94F-
and APPID
{9CA88EE3-ACB7-47C8-AFC4-
to the user NT AUTHORITY\SYSTEM SID (S-1-5-18) from address LocalHost (Using LRPC) running in the application container Unavailable SID (Unavailable). This security permission can be modified using the Component Services administrative tool.
Looking through previous messages, others have experienced the same error messages while on battery power, which I hope will help Microsoft to identify the problem.
I have been suspecting Arc Touch and Bluetooth, either or both, as the cause of random hibernation. I have taken out ArcTouch from Bluetooth in device manager. For now I am using a USB mouse. So far I have not had the random hibernation problem since last night. It has been several hours since taking out Arc Touch Bluetooth from Device Manager. I will continue to observe and report back with updates.
