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

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.

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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
    2017-06-28T01:29:39+00:00

    Same thing is happening to me. i5, 8, 256 SP 2017. Has happened about 4 times so far since owning the device for a week. It seems to only happen when I'm using the device in Tablet mode with touch and no other accessories. When it's plugged in, the only other device I have is the new type cover. Here are the events from the viewer from the time it happened. 

    Log Name:      System

    Source:        Microsoft-Windows-Power-Troubleshooter

    Date:          27/06/2017 21:58:35

    Event ID:      1

    Task Category: None

    Level:         Information

    Keywords:     

    User:          LOCAL SERVICE

    Computer:      Surface

    Description:

    The system has returned from a low power state.

    Sleep Time: ‎2017‎-‎06‎-‎28T00:58:10.716326900Z

    Wake Time: ‎2017‎-‎06‎-‎28T00:58:33.848669600Z

    Wake Source: Unknown

    Event Xml:

    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

      <System>

        <Provider Name="Microsoft-Windows-Power-Troubleshooter" Guid="{CDC05E28-C449-49C6-B9D2-88CF761644DF}" />

        <EventID>1</EventID>

        <Version>2</Version>

        <Level>4</Level>

        <Task>0</Task>

        <Opcode>0</Opcode>

        <Keywords>0x8000000000000000</Keywords>

        <TimeCreated SystemTime="2017-06-28T00:58:35.767558800Z" />

        <EventRecordID>3697</EventRecordID>

        <Correlation ActivityID="{45316B03-0998-49C0-89A9-1BB1DE5E55D2}" />

        <Execution ProcessID="3352" ThreadID="10980" />

        <Channel>System</Channel>

        <Computer>Surface</Computer>

        <Security UserID="S-1-5-19" />

      </System>

      <EventData>

        <Data Name="SleepTime">2017-06-28T00:58:10.716326900Z</Data>

        <Data Name="WakeTime">2017-06-28T00:58:33.848669600Z</Data>

        <Data Name="SleepDuration">3472</Data>

        <Data Name="WakeDuration">1354</Data>

        <Data Name="DriverInitDuration">1094</Data>

        <Data Name="BiosInitDuration">0</Data>

        <Data Name="HiberWriteDuration">5264</Data>

        <Data Name="HiberReadDuration">2788</Data>

        <Data Name="HiberPagesWritten">430080</Data>

        <Data Name="Attributes">33571073</Data>

        <Data Name="TargetState">5</Data>

        <Data Name="EffectiveState">5</Data>

        <Data Name="WakeSourceType">0</Data>

        <Data Name="WakeSourceTextLength">0</Data>

        <Data Name="WakeSourceText">

        </Data>

        <Data Name="WakeTimerOwnerLength">0</Data>

        <Data Name="WakeTimerContextLength">0</Data>

        <Data Name="NoMultiStageResumeReason">0</Data>

        <Data Name="WakeTimerOwner">

        </Data>

        <Data Name="WakeTimerContext">

        </Data>

      </EventData>

    </Event>

    Log Name:      System

    Source:        BTHUSB

    Date:          27/06/2017 21:58:35

    Event ID:      34

    Task Category: None

    Level:         Warning

    Keywords:      Classic

    User:          N/A

    Computer:      Surface

    Description:

    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.

    Event Xml:

    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

      <System>

        <Provider Name="BTHUSB" />

        <EventID Qualifiers="32773">34</EventID>

        <Level>3</Level>

        <Task>0</Task>

        <Keywords>0x80000000000000</Keywords>

        <TimeCreated SystemTime="2017-06-28T00:58:35.220008100Z" />

        <EventRecordID>3696</EventRecordID>

        <Channel>System</Channel>

        <Computer>Surface</Computer>

        <Security />

      </System>

      <EventData>

        <Data>

        </Data>

        <Data>0x491f7fffff</Data>

        <Data>0x1fffffff</Data>

        <Binary>00000000030028000000000022000580000000000000000000000000000000000000000000000000</Binary>

      </EventData>

    </Event>

    Log Name:      System

    Source:        Microsoft-Windows-DistributedCOM

    Date:          27/06/2017 21:58:37

    Event ID:      10016

    Task Category: None

    Level:         Error

    Keywords:      Classic

    User:          SYSTEM

    Computer:      Surface

    Description:

    The application-specific permission settings do not grant Local Activation permission for the COM Server application with CLSID

    {D63B10C5-BB46-4990-A94F-E40B9D520160}

     and APPID

    {9CA88EE3-ACB7-47C8-AFC4-AB702511C276}

     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.

    Event Xml:

    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

      <System>

        <Provider Name="Microsoft-Windows-DistributedCOM" Guid="{1B562E86-B7AA-4131-BADC-B6F3A001407E}" EventSourceName="DCOM" />

        <EventID Qualifiers="0">10016</EventID>

        <Version>0</Version>

        <Level>2</Level>

        <Task>0</Task>

        <Opcode>0</Opcode>

        <Keywords>0x8080000000000000</Keywords>

        <TimeCreated SystemTime="2017-06-28T00:58:37.290173100Z" />

        <EventRecordID>3698</EventRecordID>

        <Correlation />

        <Execution ProcessID="1016" ThreadID="15200" />

        <Channel>System</Channel>

        <Computer>Surface</Computer>

        <Security UserID="S-1-5-18" />

      </System>

      <EventData>

        <Data Name="param1">application-specific</Data>

        <Data Name="param2">Local</Data>

        <Data Name="param3">Activation</Data>

        <Data Name="param4">{D63B10C5-BB46-4990-A94F-E40B9D520160}</Data>

        <Data Name="param5">{9CA88EE3-ACB7-47C8-AFC4-AB702511C276}</Data>

        <Data Name="param6">NT AUTHORITY</Data>

        <Data Name="param7">SYSTEM</Data>

        <Data Name="param8">S-1-5-18</Data>

        <Data Name="param9">LocalHost (Using LRPC)</Data>

        <Data Name="param10">Unavailable</Data>

        <Data Name="param11">Unavailable</Data>

      </EventData>

    </Event>

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  2. Anonymous
    2017-06-28T00:24:16+00:00

    The following was my solution:

    While plugged in did a complete system reset deleting all files and settings. So far it's been 2 days and hasn't shutoff unexpectedly. 28.06.17

    Also kept it plugged in during all updates and app install

    EDIT: Has started doing it again - so reset is a temporary fix.!!!!!!!!!!!!!!!!!!!!!!!!!

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  3. Anonymous
    2017-06-27T23:50:09+00:00

    As I check out the Event Viewer, somewhy the system events (logs) date back to april.  How is this possible? I bought the surface pro as brand new on its release date but somewhy the logs date back to two months before I bought it. 

    Is this device refurbished or what does that mean?

    Is anyone else seeing this on their Surface or am I the only one?

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  4. Anonymous
    2017-06-27T22:09:44+00:00

    Update: My problem is different from many here so I opened a new question called Surface Pro 2017 with i7 overheating under high CPU loads (both Utilization and Speed) Probably best to ignore this...

    I opened my new Surface Pro i7/512GB/16GB machine yesterday. It has shut down several times today.

    HEADLINE: Each time it shut down I got a Kernel-Power event "The system was hibernated due to a critical thermal event."

    Details:

    I can make this happen at will. My Visual Studio solution has 6694 unit tests. If I run them in parallel (which that's what you're supposed to do, have the hardware work as hard as possible) then somewhere between 35 sec and 2 min it will shut down. This has the i7-7660U CPU @ 2.50 GHz. The CPU will peg at 100% and about 3.77GHz until it shuts down.

    I saw the BTHUSB event each time, but that was about 30 seconds after the Kernel-Power Event.

    Here is the Kernel event:

    Event 88, Kernel-Power

    The system was hibernated due to a critical thermal event.

    Hibernate Time = 2017-06-27T21:20:07.908155400Z

    ACPI Thermal Zone = Intel(R) Dynamic Platform Thermal Framework

    _HOT = 375K

    Now the CRAZY part... If I keep moving my mouse, rather than pegging at utilization of 100% and a speed of 3.77GHz, it fluctuates a bit and the CPU speed will be between 3.52 and 3.68GHz - and utilization will fluctuate a bit too. And my tests will run to completion! Taking about 3 min 20 sec. I have 5 Kernel-Power events that all match the times of my machine turning off and I have run all my unit tests 4 times by doing something else on the machine. It seems to be the combination of 100% utilization along with high (3.77+GHz) speed that does it. I turned off the feature that has the tests run in parallel and I'm only about 50% CPU utilization but Speed goes as high as 3.94GHz. And the tests took 4 min 30 sec to run instead of 3 min 20 sec.

    When I realized this I unplugged the power (it was plugged in) and the CPU seldom had a speed over 3.0GHz on battery. And the utilization was not always 100%, even though the unit tests were set to run in parallel. Then the tests took 3 min 45 sec.

    So I have 3 workarounds:

    1. Keep moving the mouse while my tests are running. (fastest but silliest)
    2. Don't run the tests in parallel (and let them run 35% longer). (Best when docked)
    3. Disconnect my new Surface Pro from the power and run tests in parallel (and let them run only 14% longer). (Best if not docked)

    This has been the only condition for me so far that has shut the new Surface Pro down.

    I hope this helps someone at Microsoft figure out what to do.

    If others face this, look at the Event Viewer and see if you have Kernel-Power events at the time of the shutdown. If not, then perhaps there are other issues than the one I face and we have several things going on.

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