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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]
Hi, I have this problem too. Do we need to report a warranty issue in case this problem can't be solved?
(for background, mine is also random, I've checked power settings, and yes, super irritating).
I have the same Problem. It happens very often. When i am working on Office or when i am just Surfing or when i am watching a Video. The battery is full, it is not a thermal Problem and i live in Germany. I bought on Juny 15th. I changed many times the power Setting and it is Happening again.
Microsoft has stated "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."
Reading between the lines, I interpret this as they could not reproduce this with their in-house new Surface Pro's. (And they have not updated the thread with something like "we were/were not able to reproduce this in our testing.)
They also say "small group". While there are 200+ me too's in this thread, and 20 pages of posts, the term "small group" may be relative.
There are a few posts on Reddit:
https://www.reddit.com/r/Surface/comments/6i292f/suspendpoweroff_at_random_surface_pro_2017_i5/
https://www.reddit.com/r/Surface/comments/6hxspe/new_surface_pro_2017_randomly_sleeping_windows/
One trade press mention
http://www.zdnet.com/article/new-surface-pro-its-prone-to-random-sleep-issues-too-say-some-users/
So, in my OPINION, based on the fact that it has historically taken Microsoft months and months to identify issues and come out with a fix and since these devices are still eligible for return for full refund, you may want to consider returning for a full refund and repurchasing. If you do that, you get another 30 days of being able to return and repurchase, etc. The reason I say this is that 6 months down the road, Microsoft will exchange for a refurb if they determine it is a hardware issue and the quality of the refurbs has not been consistent.
Additionally, if it IS a software issue, customers should not need to perform multiple wipe and reimage's and bare metal trouble shooting. These devices should just work properly out of the box.
I'm not trying to be deliberately negative, but the track record Microsoft has of fixing issues is slow. You've all spent a lot of money. Sure it costs in time to set up a new Surface, but if the advice is to wipe and reload a device that has this issue, in MY opinion, it's best to spend the time doing this with a different, new Surface Pro in case it is a hardware issue.
Again, this is my opinion. (MVP's and Community Moderators are unpaid volunteers).
>>Do we need to report a warranty issue in case this problem can't be solved?
This is happening to me too. Seems to only happen with i plug in my Surface Keyboard. SP4 version keyboard. The new Signature ones were not available here when i purchased the SP 2017
