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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]
I am thinking that this is the adaptive hibernate feature that is not performing
as it should.
Are you willing to try an experiment to see if this setting is the cause? If
yes:
Go to Settings->Power and Sleep.
Turn off "Save me power when my device knows I'm away."
>>I was able to track the issue down to a kernel-power event (Event ID: 42, Task Category: 64, Level: Information) with "Sleep Reason: Application API". There doesn't seem to be any error or warning logged when this issue happens.
I had suspected the same. But the issue still occurs after I disabled the "save me power when my device knows I'm away" option.
An update: the device went to hibernation right after I had submitted the first version of this post. The adaptive hibernate feature has been disabled. It seems the issue now happens more frequently, very annoying...
I've just tried running without Windows Hello activated and it still randomly shut off during some Firefox browsing. So... doesn't seem to be Windows Hello for me.
Edit: I've just looked at the Event Viewer and found:
The system is entering sleep.
Sleep Reason: Application API
and later on:
The system has returned from a low power state.
Sleep Time: 2017-06-25T16:37:18.877261700Z
Wake Time: 2017-06-25T16:37:48.356326100Z
Wake Source: Unknown
What should I be looking for in the Event Viewer?
I still have it and I am not using hello.
Just went through the effort and the hours to reset my surface and the screen went black during setup.
I was at the stage were it asked if I wanted to use Cortana, even though the screen was black I could still hear her talking in the background. had to press the off button to get it working again.
The surface was running on battery at this stage.
Could this be a hardware more than a software issue?
I also suspect Windows Hello for the same reason.
I experienced extreme heat from my SP4 and cutting of Windows Hello eliminated the problem. Remembering this experience, and this sleep/hibernate challenge, I didn't even turn it on when I received my new Surface Pro. I have the i7 16 G unit and haven't experienced this problem so far.
I highly recommend turning it off.
