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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]
Hi there, just to let you know that the firmware update didn't fix mine either and I went for a couple of weeks continuing with the problem.
However, when I "reset" the device this morning prior to sending it back, it now works OK!!
Therefore what worked for me...
Regards
John
Okay - so I've come across a 'fix' for my problem.
I don't think everyone is suffering from exactly the same problem.
For some people - just fully updating Windows fixes their issues.
Other people find success following installing the latest Surface firmware (https://www.microsoft.com/en-us/download/details.aspx?id=55484).
My problem - I was hibernating while the machine was under load - event viewer was calling it a 'critical thermal event'.
User 'SnakeJam' posted the fix which worked for me:
*****
Start an elevated command prompt (in the search bar on the task bar type "cmd" and right click "command prompt" and select "run as administrator")
At the prompt type "powercfg /h /type reduced" (exactly that text without the quotes) - this command actually reduces the size of the hiberfile so that traditional hibernation doesn't happen and it is used only for hiberboot. Alternately you can turn off hibernation entirely by typing "powercfg /h off"
If you used the first command to change to the reduced hiberfile size, you'll get a response showing the new size of the hiberfile. If you instead turned it off, you won't get any confirmation
Close the command prompt window.
*****
I used "powercfg /h off" - which turns off hibernation completely. I've not had a random hibernation since. This is good enough for me - until Microsoft can come up with something better!
The event viewer on my surface pro gives this error message:
The system was hibernated due to a critical thermal event.
Hibernate Time = 2017-09-19T04:37:29.940120500Z
ACPI Thermal Zone - Inter(R_ Dynamic Platform Thermal Framework
_HOT - 375K
It's happening no matter what peripherals are in use / not in use.
I'm almost certainly going to return mine for a refund. The question is - do I buy another one? Do they all suffer from the same problem or have I just been unlucky with the one I have?
This more hints to a hardware failure, did other people report this before? So the thermal diode reported a temperature of 375°K = 102°C, where the computer turns off automatically for safety reasons I guess. So maybe a lot of devices have a faulty thermal diode and you wont be able to fix it via software but only if you replace the unit. Or this was just a single user event, and your tablets CPU was indeed at 102°C, for whatever reason.
It was working fine after the update and 2 weeks ago began the problem? Any ideas why back the problem?
