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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]
Updating with the zip as outlined shouldn't lead to that message
(and I think the driver is the same for both i5 & i7: win64_154519.4678)
I don't have the random hibernation if I use the keypad and/or touch pad to work. If I rely solely on a mouse to use the browsers, my new Surface Pro does hibernate randomly. Hence, I believe "not using the attached keyboard for certain duration" has something to do with the problem. Or, just clicking around the screen with just mouse for extended period of time would trigger the hibernation at some point.
I feel you James, I too had to wait multiple hours on the chat queue just to have someone try and take me through some ridiculous hoops that I had already gone through (which I explained to the "support" staff) to come to the conclusion that A. they don't listen/nor understand what we are trying to explain (e.g. your local account that you had to create to try and attempt to log back into your device) and B. in the end after the hours of trying to explain ourselves we get a generic answer and are nowhere near closer to knowing what is going on.
MICROSOFT... listen up! all we are chasing is acknowledgement of this issue, which is clearly wide spread, and some form of information/update on what the issue is and when it will be fixed. Even if you don't have a fix right now at least let us know an estimated time frame or what our options are! We (your customers) have spent Hundreds if not thousands of dollars on these devices just to be let down majorly! The least you can do is give us some feedback/communication on this issue, you are losing customers left right and center. (please and thank you)
The "Software Repair Tool" was the first thing that I was advised to try when I first contacted Microsoft Support about this issue. It does not help the situation. Nor does (re)-installing all the drivers.
Anyway, I already returned my surface pro, and I bought a dell xps 15 and an ipad pro 10.5.
I thought the surface pro would be a good "combo" device for me instead of buying both a new laptop and tablet... However the surface pro really was "just ok" at being both a tablet or a laptop but not "great" at either... and this "going to sleep all the time" problem just pushed me over the edge to return it and get separate devices for laptop and tablet.
I do hope that this issue gets straightened out and all the affected users can have a satisfactory resolution. However, I'm personally not willing to wait/hope for a solution.
Cheers
