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. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2017-07-03T09:52:31+00:00

    random questions for you (and others)

    roughly how long are you using your Surface on battery before it turns off (or

    is it random like "10 minutes after I start using on battery or 45 minutes after

    I start using on battery"?

    any idea how much battery % is available when these event occur?

    >>My current unit performs well in other regards

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  2. Anonymous
    2017-07-03T10:59:02+00:00

    roughly how long are you using your Surface on battery before it turns off (or

    is it random like "10 minutes after I start using on battery or 45 minutes after

    I start using on battery"?

    any idea how much battery % is available when these event occur?

    Hi Barb,

    I haven't noticed a pattern regarding length of use or battery.   The first time it happened it wasn't more than a few (maybe 5) minutes.  It happened twice today, the first instance it was an hour or more and the second 1/2 - 3/4 of an hour after that.

    Battery life would have been somewhere between 55 - 90% and in all instances it was running on battery.

    I really don't find it that distressing but would really appreciate confirmation that it's software related so I don't have to send it back for a replacement.

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  3. Anonymous
    2017-07-03T11:24:56+00:00

    There's no particular pattern it can occur at 90% or 50%

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  4. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2017-07-03T11:35:59+00:00

    only Microsoft can verify this and they have been quiet other than to say

    "We are aware of a small group of customers reporting a scenario with their new

    Surface Pro in which the device inadvertently hibernates. We are investigating

    this issue."

    if they don't provide an update in the next few days, you may want to consider

    returning for a full refund and repurchasing to see if a different unit has the

    same issue. And if you don't have the issue on a different unit, then that would seem to point to hardware IMO.

    Don't "exchange" as you may receive a unit someone else returned.

    >> but would really appreciate confirmation that it's software related so I don't have to send it back for a replacement.

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