Surface Pro 2017 turning off or hibernating randomly!!!

Anonymous
2017-06-17T13:19:55+00:00

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?

Surface | Surface Pro | Power and battery

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Anonymous
2017-06-29T00:49:55+00:00

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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  1. Anonymous
    2017-06-25T16:34:30+00:00

    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?

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  2. Anonymous
    2017-06-25T16:46:11+00:00

    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...

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  3. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2017-06-25T17:54:46+00:00

    does it ever happen when plugged in or only when on battery power?

    >>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.

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  4. Anonymous
    2017-06-25T22:05:34+00:00

    Same here - while on Battery - keyboard attached - tablet mode and desktop mode receive the following

    The system has returned from a low power state

    sleep time 2007-06-25T20:29.11.346869400Z

    wake time 2017-06-25T20:29:29.417988300Z

    wake source: unknown

    The event that happens prior every time as follows

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

    Windows cannot store Bluetooth authentication codes (link keys) on the local adaptor.

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