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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]
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?
the firmware via Windows Update fixed problems for most people. if you are
within 30 days or purchase, return for full refund (do NOT exchange) and
repurchase. this restarts the clock.
>>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?
I am still having this problem, even after the update.
After contacting Microsoft support - I had the following reply:
***************
As agreed, I have performed an investigation with regards the symptoms you described - Surface randomly hibernates. At the moment we do not have a solution for this issue but it has been already reported to the senior engineers department as we are aware a small group of customers reporting a scenario with their new Surface Pro which the device inadvertently hibernates. Our engineers are currently working on a fix which shall be delivered through Windows Update - the date is yet to be announced.
***************
Mine's going back. I'll buy another - which will hopefully not suffer the same flaw . . .
It's worth mentioning that the machine itself is awesome - absolutely love it. When it operates as it should - I will be very happy.
