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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]
My new Surface Pro (i5, 256GB) also suffers from this random sleep/hibernating issue.
I only had the device for 4 days and the issue already happened 3 times, all when power and typecover were detached and battery had enough charge. It's really frustrating because the hibernation comes without any notifications/signs even when I'm actively using the device.
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'm happy to provide more details if needed for solving the issue.
My week old surface pro started shutting down on its own. I was working on word document when it first shut down. The screen turned black without any warning. I had to click the power button to turn it back on and I lost all what I was working on. Spent thousands of dollars and this **** happens. WTF Microsoft...
This device is suppose to be the top of the line and the newest. In a matter of 2 hours it repeatedly shut down. It also shut down while I was watching a movie.. what the hell... So I called the Microsoft store where I bought the damn thing to report the issue and apparently they have not heard any report like mine. They did offer to replace it but replacing it is such a hassle.. First I have to waste gas and time since I live 1.5 hours away from a Microsoft store. Second when I get a new one then I have to set it up again. More wasted time. WTF Microsoft...
I have the same problem. just bought 2017 SP less than a week. experience first random Sleep/Hypernate within the first day. At first I was like maybe i accidentally hit something or maybe the setting was wrong. I changed the setting to NEVER auto sleep or shut down. Tablet mode or laptop mode. I repeat. I already Double ,Triple , Quadruple checked. I set it to NEVER sleep/ turn off. Now i notice it's becoming a problem. I spend thousands of dollars on this device. I think ill return and wait until they fix it and buy it. Not gonna let them repair and hand me a piece of **** and wait til warranty expired. my first Surface and i am very disappointed. Honestly if other manufacturers that can create a laptop with detachable keyboards. I'll buy their product. Microsoft has let me down. Sorry but no Sorry.
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.
