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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]
My CPU specs: i7 / 8GB RAM / 256 GB hard drive.
I have had mine since Saturday 6/24/17. The random hibernation has occurred to me as well. It happened the most (3 times) this past Friday 6/30/17 when I was working on projects/word processing/internet browsing (no video streaming) on battery power. I finally called MS Support and they grabbed a few screen shots of my Event Viewer log, had me download a software repair exe from MS, and told me to notify them if I notice it again.
Since Friday, I've used it sparingly on battery and mostly on plugged-in power and mostly streaming videos. I haven't had a random shutdown since. This AM, I think it finally did a random shutdown again x 1 on battery power because when I hit the power button, the Microsoft logo showed up rather than my log-in screen right away.
I am guessing if it a hardware issue, those of us affected would be covered under the warranty (we would hope). If you haven't registered your device, I'd suggest you do so and possibly even contacting them somehow (either phone call or chat) so they have a formal logged event of you having issues (not sure if an entry in this forum counts as a legitimate event or not to Microsoft). If it is a software issue, hopefully MS is working on that and will spit out some updates that will correct the issues.
In regards to battery life, I was optimistic with the advertised 13.5 hours as well. However, I am probably in the same boat as you all who have stated your battery lasts somewhere in the 5-7 or 5-8 hour range. Bear in mind, I bought and have been using my SP as a dual function device (laptop 70% of the time / tablet 30% of the time). It would make sense for users using the SP as a laptop functionality to experience lower battery life as the device is meant to perform best as a tablet. For example, if you stream Netflix using their online website through a browser (say, Edge or even Chrome), I would imagine you would see subpar battery life compared to if you use the Netflix App that you'd download from the MS App Store -- that's just the nature of these tablet devices; their use is optimized for tablet functionality with the added benefit of a laptop functionality. For that reason, I try to utilize the Apps (if they are available) as much as possible versus the normal route (installing a program onto the hard drive and running it CPU-style). My disappointment, however, is how little Apps the Microsoft App Store has. Compared to Apple App Store (which I used a lot with my old iPad), the amount of supported Apps by Microsoft is dwarfed by Apple. And even if the App exists, they aren't always the best functioning ones. For example, I test drove the WatchESPN App via MS App Store only to find it freezing, audio doesn't work, and basically is a shotty app. I've moved onto simply watching ESPN via www.ESPN.com on a browser now until the WatchESPN is better supported and/or fixed. But, I realize I will likely be sacrificing battery life by doing so.
The random hibernation definitely sucks and the battery life definitely has some room for improvement. I am going to give MS a chance to do their thing and smooth out the issues so far seen with the New SPs. Definitely worth keeping an eye on.
I believe that there was a grey only Alcantara Signature type cover for the SP4 that has been available for a while. The new Surface Pro type covers don't have Surface Pro 4 anywhere on the box - front or back -
Which is funny. When I had the shutdown issues It happened when I had the keyboard attached as well as when it wasn't. In fact, when I used it in tablet mode with no keyboard it was happening every 10-20 min.
Hi Barb,
I'm thinking you're right. While I haven't had any shut down issues since my last attempted fix I don't trust it going forward. And, considering the lack of action on the part of MS, and the fact that the number of people posting the same issue keeps mounting, I think this unit is going back to MS before the 30-day window expires.
It's a bummer though. I really do like the device, it's flexible, light, fast, makes it so much easier lugging it around for work. But, this is unacceptable.
