Surface Pro 2017 turning off or hibernating randomly!!!

Anonymous

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?

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Anonymous

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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594 additional answers

Anonymous

2017-07-06T03:17:12+00:00

Well, made it four days without a hibernation event and BAM. Just happened.

When I went into the Event Viewer there were Errors listed under:

Surface SerialHubDriver:

Log Name: System

Source: SurfaceSerialHubDriver

Date: 7/5/2017 7:59:43 PM

Event ID: 15

Task Category: None

Level: Error

Keywords: Classic

User: N/A

Computer: Surf-pc

Description:

Surface Serial Hub Driver get response timeout, CanceledID = 575, TargetCategory = BAT, CommandID = 3.

Event Xml:

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

<System>

<Provider Name="SurfaceSerialHubDriver" />

<EventID Qualifiers="49153">15</EventID>

<Level>2</Level>

<Task>0</Task>

<Keywords>0x80000000000000</Keywords>

<TimeCreated SystemTime="2017-07-06T02:59:43.150528900Z" />

<EventRecordID>4472</EventRecordID>

<Channel>System</Channel>

<Computer>Surf-pc</Computer>

<Security />

</System>

<EventData>

<Data>

</Data>

<Data>CanceledID = 575</Data>

<Data>TargetCategory = BAT</Data>

<Data>CommandID = 3</Data>

<Binary>0000000004003000000000000F0001C0000000000000000000000000000000000000000000000000</Binary>

</EventData>

</Event>

The other error was from:

Bluetooth Adapter Failure.

Log Name: System

Source: BTHUSB

Date: 7/5/2017 8:00:30 PM

Event ID: 17

Task Category: None

Level: Error

Keywords: Classic

User: N/A

Computer: Surf-pc

Description:

The local Bluetooth adapter has failed in an undetermined manner and will not be used. The driver has been unloaded.

Event Xml:

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

<System>

<Provider Name="BTHUSB" />

<EventID Qualifiers="49157">17</EventID>

<Level>2</Level>

<Task>0</Task>

<Keywords>0x80000000000000</Keywords>

<TimeCreated SystemTime="2017-07-06T03:00:30.923986300Z" />

<EventRecordID>4492</EventRecordID>

<Channel>System</Channel>

<Computer>Surf-pc</Computer>

<Security />

</System>

<EventData>

<Data>

</Data>

<Binary>000000000100000000000000110005C0000000000000000000000000000000000000000000000000</Binary>

</EventData>

</Event>

The other event was from AppModel_RunTime Status.

Log Name: Microsoft-Windows-AppModel-Runtime/Admin

Source: Microsoft-Windows-AppModel-Runtime

Date: 7/5/2017 7:41:48 PM

Event ID: 69

Task Category: None

Level: Error

Keywords: Process

User: SYSTEM

Computer: Surf-pc

Description:

Failed with 0x490 modifying AppModel Runtime status for package Microsoft.ZuneVideo_10.17054.14711.0_x64__8wekyb3d8bbwe for user SURF-PC\pdahl (current status = 0x0, desired status = 0x20).

Event Xml:

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

<System>

<Provider Name="Microsoft-Windows-AppModel-Runtime" Guid="{F1EF270A-0D32-4352-BA52-DBAB41E1D859}" />

<EventID>69</EventID>

<Version>0</Version>

<Level>2</Level>

<Task>0</Task>

<Opcode>0</Opcode>

<Keywords>0x2000000000000001</Keywords>

<TimeCreated SystemTime="2017-07-06T02:41:48.826543500Z" />

<EventRecordID>806</EventRecordID>

<Correlation ActivityID="{8D1E7CB8-F5C4-0002-0B74-1F8DC4F5D201}" />

<Execution ProcessID="7968" ThreadID="8844" />

<Channel>Microsoft-Windows-AppModel-Runtime/Admin</Channel>

<Computer>Surf-pc</Computer>

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

</System>

<EventData>

<Data Name="ErrorCode">1168</Data>

<Data Name="PackageFullName">Microsoft.ZuneVideo_10.17054.14711.0_x64__8wekyb3d8bbwe</Data>

<Data Name="User">S-1-5-21-315612978-550285659-1441427086-1001</Data>

<Data Name="DesiredStatus">32</Data>

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

</EventData>

</Event>

Another error from Distributed ComError:

Log Name: System

Source: Microsoft-Windows-DistributedCOM

Date: 7/5/2017 8:01:26 PM

Event ID: 10016

Task Category: None

Level: Error

Keywords: Classic

User: SYSTEM

Computer: Surf-pc

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="2017-07-06T03:01:26.974125300Z" />

<EventRecordID>4496</EventRecordID>

<Correlation />

<Execution ProcessID="1000" ThreadID="10228" />

<Channel>System</Channel>

<Computer>Surf-pc</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>

Another Event: SurfaceACPI Notify.

Log Name: System

Source: SurfaceAcpiNotify

Date: 7/5/2017 7:59:43 PM

Event ID: 17408

Task Category: None

Level: Error

Keywords: Classic

User: N/A

Computer: Surf-pc

Description:

BAT1._BST: _SAN.RQST error 6

Event Xml:

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

<System>

<Provider Name="SurfaceAcpiNotify" />

<EventID Qualifiers="49153">17408</EventID>

<Level>2</Level>

<Task>0</Task>

<Keywords>0x80000000000000</Keywords>

<TimeCreated SystemTime="2017-07-06T02:59:43.150528900Z" />

<EventRecordID>4474</EventRecordID>

<Channel>System</Channel>

<Computer>Surf-pc</Computer>

<Security />

</System>

<EventData>

<Data>

</Data>

<Data>BAT1._BST: _SAN.RQST error 6</Data>

<Binary>000000000200300000000000004401C0000000000000000000000000000000000000000000000000</Binary>

</EventData>

</Event>

Another Event: Intel ISH is being reset:

Log Name: System

Source: ISH

Date: 7/5/2017 8:00:30 PM

Event ID: 1

Task Category: None

Level: Information

Keywords: Classic

User: N/A

Computer: Surf-pc

Description:

Intel(R) ISH Interface is being reset.

Event Xml:

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

<System>

<Provider Name="ISH" />

<EventID Qualifiers="16391">1</EventID>

<Level>4</Level>

<Task>0</Task>

<Keywords>0x80000000000000</Keywords>

<TimeCreated SystemTime="2017-07-06T03:00:30.149831200Z" />

<EventRecordID>4491</EventRecordID>

<Channel>System</Channel>

<Computer>Surf-pc</Computer>

<Security />

</System>

<EventData>

<Data>

</Data>

<Binary>00000000010000000000000001000740000000000000000000000000000000000000000000000000</Binary>

</EventData>

</Event>

And last but not least, I'm wiping this thing and returning it to MS.
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Anonymous

2017-07-06T01:51:12+00:00

Already 3 weeks passed after the first issue reporting, Microsoft is YET to release any fix update or any useful feedback for this matter. Why it takes so long to react? Wondering is this truly just a software issue?

Really frustrated for paying 1,300 bucks and getting this kind of suffering experience!

It will definitely put a question mark over getting another Microsoft device next time.
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Anonymous

2017-07-06T00:07:38+00:00

I'm waiting till this Saturday to see if MS responds to the issues. If nothing happens then I'll be doing the same as you. Though I do like the Surface Pro, it meets a lot of the requirements I have for both work and home use rather well.
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Anonymous

2017-07-06T00:03:01+00:00

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
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