Surface Pro 2017 turning off or hibernating randomly!!!

Already 3 weeks passed after the first issue reporting, Microsoft is YET to release any fix update or any useful feedback for this matter. Why it takes so long to react? Wondering is this truly just a software issue? 

Really frustrated for paying 1,300 bucks and getting this kind of suffering experience!

It will definitely put a question mark over getting another Microsoft device next time.

Well, made it four days without a hibernation event and BAM. Just happened.

When I went into the Event Viewer there were Errors listed under:

Surface SerialHubDriver:

Log Name:      System

Source:        SurfaceSerialHubDriver

Date:          7/5/2017 7:59:43 PM

Event ID:      15

Task Category: None

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      Surf-pc

Description:

Surface Serial Hub Driver get response timeout, CanceledID = 575, TargetCategory = BAT, CommandID = 3.

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="SurfaceSerialHubDriver" />

    <EventID Qualifiers="49153">15</EventID>

    <Level>2</Level>

    <Task>0</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2017-07-06T02:59:43.150528900Z" />

    <EventRecordID>4472</EventRecordID>

    <Channel>System</Channel>

    <Computer>Surf-pc</Computer>

    <Security />

  </System>

  <EventData>

    <Data>

    </Data>

    <Data>CanceledID = 575</Data>

    <Data>TargetCategory = BAT</Data>

    <Data>CommandID = 3</Data>

    <Binary>0000000004003000000000000F0001C0000000000000000000000000000000000000000000000000</Binary>

  </EventData>

</Event>

The other error was from:

Bluetooth Adapter Failure.

Log Name:      System

Source:        BTHUSB

Date:          7/5/2017 8:00:30 PM

Event ID:      17

Task Category: None

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      Surf-pc

Description:

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

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="BTHUSB" />

    <EventID Qualifiers="49157">17</EventID>

    <Level>2</Level>

    <Task>0</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2017-07-06T03:00:30.923986300Z" />

    <EventRecordID>4492</EventRecordID>

    <Channel>System</Channel>

    <Computer>Surf-pc</Computer>

    <Security />

  </System>

  <EventData>

    <Data>

    </Data>

    <Binary>000000000100000000000000110005C0000000000000000000000000000000000000000000000000</Binary>

  </EventData>

</Event>

The other event was from AppModel_RunTime Status.

Log Name:      Microsoft-Windows-AppModel-Runtime/Admin

Source:        Microsoft-Windows-AppModel-Runtime

Date:          7/5/2017 7:41:48 PM

Event ID:      69

Task Category: None

Level:         Error

Keywords:      Process

User:          SYSTEM

Computer:      Surf-pc

Description:

Failed with 0x490 modifying AppModel Runtime status for package Microsoft.ZuneVideo_10.17054.14711.0_x64__8wekyb3d8bbwe for user SURF-PC\pdahl (current status = 0x0, desired status = 0x20).

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Microsoft-Windows-AppModel-Runtime" Guid="{F1EF270A-0D32-4352-BA52-DBAB41E1D859}" />

    <EventID>69</EventID>

    <Version>0</Version>

    <Level>2</Level>

    <Task>0</Task>

    <Opcode>0</Opcode>

    <Keywords>0x2000000000000001</Keywords>

    <TimeCreated SystemTime="2017-07-06T02:41:48.826543500Z" />

    <EventRecordID>806</EventRecordID>

    <Correlation ActivityID="{8D1E7CB8-F5C4-0002-0B74-1F8DC4F5D201}" />

    <Execution ProcessID="7968" ThreadID="8844" />

    <Channel>Microsoft-Windows-AppModel-Runtime/Admin</Channel>

    <Computer>Surf-pc</Computer>

    <Security UserID="S-1-5-18" />

  </System>

  <EventData>

    <Data Name="ErrorCode">1168</Data>

    <Data Name="PackageFullName">Microsoft.ZuneVideo_10.17054.14711.0_x64__8wekyb3d8bbwe</Data>

    <Data Name="User">S-1-5-21-315612978-550285659-1441427086-1001</Data>

    <Data Name="DesiredStatus">32</Data>

    <Data Name="CurrentStatus">0</Data>

  </EventData>

</Event>

Another error from Distributed ComError:

Log Name:      System

Source:        Microsoft-Windows-DistributedCOM

Date:          7/5/2017 8:01:26 PM

Event ID:      10016

Task Category: None

Level:         Error

Keywords:      Classic

User:          SYSTEM

Computer:      Surf-pc

Description:

The application-specific permission settings do not grant Local Activation permission for the COM Server application with CLSID 

{D63B10C5-BB46-4990-A94F-E40B9D520160}

 and APPID 

{9CA88EE3-ACB7-47C8-AFC4-AB702511C276}

 to the user NT AUTHORITY\SYSTEM SID (S-1-5-18) from address LocalHost (Using LRPC) running in the application container Unavailable SID (Unavailable). This security permission can be modified using the Component Services administrative tool.

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Microsoft-Windows-DistributedCOM" Guid="{1B562E86-B7AA-4131-BADC-B6F3A001407E}" EventSourceName="DCOM" />

    <EventID Qualifiers="0">10016</EventID>

    <Version>0</Version>

    <Level>2</Level>

    <Task>0</Task>

    <Opcode>0</Opcode>

    <Keywords>0x8080000000000000</Keywords>

    <TimeCreated SystemTime="2017-07-06T03:01:26.974125300Z" />

    <EventRecordID>4496</EventRecordID>

    <Correlation />

    <Execution ProcessID="1000" ThreadID="10228" />

    <Channel>System</Channel>

    <Computer>Surf-pc</Computer>

    <Security UserID="S-1-5-18" />

  </System>

  <EventData>

    <Data Name="param1">application-specific</Data>

    <Data Name="param2">Local</Data>

    <Data Name="param3">Activation</Data>

    <Data Name="param4">{D63B10C5-BB46-4990-A94F-E40B9D520160}</Data>

    <Data Name="param5">{9CA88EE3-ACB7-47C8-AFC4-AB702511C276}</Data>

    <Data Name="param6">NT AUTHORITY</Data>

    <Data Name="param7">SYSTEM</Data>

    <Data Name="param8">S-1-5-18</Data>

    <Data Name="param9">LocalHost (Using LRPC)</Data>

    <Data Name="param10">Unavailable</Data>

    <Data Name="param11">Unavailable</Data>

  </EventData>

</Event>

Another Event: SurfaceACPI Notify.

Log Name:      System

Source:        SurfaceAcpiNotify

Date:          7/5/2017 7:59:43 PM

Event ID:      17408

Task Category: None

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      Surf-pc

Description:

BAT1._BST: _SAN.RQST error 6

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="SurfaceAcpiNotify" />

    <EventID Qualifiers="49153">17408</EventID>

    <Level>2</Level>

    <Task>0</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2017-07-06T02:59:43.150528900Z" />

    <EventRecordID>4474</EventRecordID>

    <Channel>System</Channel>

    <Computer>Surf-pc</Computer>

    <Security />

  </System>

  <EventData>

    <Data>

    </Data>

    <Data>BAT1._BST: _SAN.RQST error 6</Data>

    <Binary>000000000200300000000000004401C0000000000000000000000000000000000000000000000000</Binary>

  </EventData>

</Event>

Another Event: Intel ISH is being reset:

Log Name:      System

Source:        ISH

Date:          7/5/2017 8:00:30 PM

Event ID:      1

Task Category: None

Level:         Information

Keywords:      Classic

User:          N/A

Computer:      Surf-pc

Description:

Intel(R) ISH Interface is being reset.

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="ISH" />

    <EventID Qualifiers="16391">1</EventID>

    <Level>4</Level>

    <Task>0</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2017-07-06T03:00:30.149831200Z" />

    <EventRecordID>4491</EventRecordID>

    <Channel>System</Channel>

    <Computer>Surf-pc</Computer>

    <Security />

  </System>

  <EventData>

    <Data>

    </Data>

    <Binary>00000000010000000000000001000740000000000000000000000000000000000000000000000000</Binary>

  </EventData>

</Event>

And last but not least, I'm wiping this thing and returning it to MS.

I'm holding on for hope. Had 1 hibernate in 4 days. I've pretty much tried everything in this thread and nothing seems to have fixed it. Might be hardware... Got a week left myself....

Just had this nightmare process trying to talk to chat.

I will be returning my device tomorrow and buying a Dell.

Thank you for contacting Microsoft Support, I am Myra D, I will be helping you with your query today.

3:27 pm

Me

hi thanks

3:27 pm

Myra D

May I have your name and your contact number? Please take note of the rejoin link in case we get disconnected.

3:27 pm

Myra D

https://partner.support.services.microsoft.com/en-nz/contact/chat/29/?visitId=1a59a266-d917-4fb2-aed6-e08415e2f1d7&rejoin=true&disability=false&mode=live&partnerId=surface

3:27 pm

Me

james

3:27 pm

Myra D

Pleased to meet you on this chat James

3:28 pm

Myra D

Noted the phone number.  Thank you

3:28 pm

Myra D

I don't seem to have the information available, how can I help you today?

3:28 pm

Me

I have a brand new surface pro that is randomly turning off/hibernating on me

3:28 pm

Me

after doing some reading online it seems like this a common problem with this device so i am wondering if you have a fix for it or should i just return it, its not reliable enough for me having a device that just turns off when it feels like it

3:29 pm

Myra D

First, apologies for the encountered issue on the device.

3:31 pm

Myra D

If I may ask, are the latest updates installed on the device as well?

3:31 pm

Me

yes they are

3:31 pm

Me

its a real shame, i was very excited about this device and waited for ages for the new surface pro to come out instead of buying the pro 4 and it seems microsoft just cant perfect it

3:32 pm

Myra D

This is definitely not the experience we want you to have, and be rest assured that I will pass on the feedback to Microsoft.

3:36 pm

Myra D

Can you do me a favor James?

3:36 pm

Me

sure

3:37 pm

Myra D

Please check on the update history if you have this installed.   Cumulative Update for Windows 10 Version 1703 (KB4022716).

3:37 pm

Me

ok hold on

3:38 pm

Myra D

Thank you

3:38 pm

Me

yes it was installed on the 29th of June

3:40 pm

Me

my surface shutdown on me twice yesterday

3:40 pm

Myra D

Noted that.  Thank you

3:40 pm

Myra D

Does it only happen when connected to an external monitor, or it just happen randomly

3:41 pm

Me

no i have never had it connected to an external monitor, just to the type cover with nothing else connected

3:41 pm

Me

it went for about 4 days with no issues and i thought it was fixed then it happened twice yesterday

3:41 pm

Myra D

Can you spare me a few minutes James?

3:42 pm

Me

sure

3:42 pm

Myra D

It is important that I have my Leads alerted on this issue too.

3:43 pm

Myra D

Be right back with you.

3:43 pm

Me

It would be nice if Microsoft made a statement about it. There are hundreds if not 1000s of people complaining about it on the internet

3:43 pm

Myra D

Are you using the device for this chat?

3:48 pm

Me

nope

3:50 pm

Me

i have stopped using it and gone back to my desktop, if MS dont have an answer I want a refund and will purchase a competing device

3:50 pm

Myra D

Do you have the device with you though?

3:50 pm

Me

yes i do

3:50 pm

Myra D

Let us try to isolate issue and determine if this is software related or not.

3:51 pm

Me

ok

3:51 pm

Myra D

Let us try to boot the Surface to safe mode

3:51 pm

Me

ok using the shift restart method?

3:51 pm

Myra D

Let us use the msconfig instead

3:52 pm

Myra D

I guess the device is already on

3:53 pm

Me

yes

3:53 pm

Myra D

Just open the run command then type in msconfig

3:53 pm

Myra D

Then under Boot Tab just check on the Safe Boot

3:53 pm

Myra D

Then press on Apply

3:54 pm

Myra D

Do the normal use, browse or open some Apps.  Please observe if it will still automatically shutdown

3:55 pm

Me

So i need to use it in safemode for potentially 4 days or so?

3:55 pm

Myra D

Not really, we will observe it as we chat

3:57 pm

Me

It isnt letting me login, it is saying my password is incorrect

3:57 pm

Myra D

Are you using a Microsoft account to login?

3:58 pm

Me

yes

3:58 pm

Myra D

You can reset the password via login.live.com

3:58 pm

Me

i know the password is correct, it logs in fine using normal windows mode

3:59 pm

Me

just not in safemode

3:59 pm

Me

now it is telling me i need to do bitlocker recovery

4:00 pm

Me

ok thats great, because you used the msconfig method i can now not get into my device

4:01 pm

Myra D

The Bitlocker can key can be retrieved here https://onedrive.live.com/RecoveryKey

4:01 pm

Me

I know my password is correct but it wont login and now I cant boot my device to normal windows mode

4:02 pm

Me

in safemode the device doesnt have a network connection so changing my password online wont work because the surface is not online

4:02 pm

Me

how do I get rid of the safeboot command without being able to login

4:02 pm

Myra D

Oh, I know that will not be connected.  I was thinking since you are using another PC you can reset the password

4:03 pm

Me

yes but if i reset it on another pc my surface wont know about the new password will it

4:03 pm

Me

because it is not online to pick up the new password

4:03 pm

Myra D

If you uncheck it later, it will revert to the normal sign in process.  It should recognize the new password you have as it connects to a network.

4:04 pm

Me

how do i uncheck it

4:04 pm

Me

i cant get into my surface

4:04 pm

Myra D

Same path, open run command, type in msconfig, go to Boot Tab then uncheck safe boot

4:05 pm

Me

i cant open the run command from the login screen

4:05 pm

Myra D

Try the Shift Restart instead, then click on Troubleshoot>Advance Options>Startup Settings>Restart>enable safe mode

4:10 pm

Me

i have just done that, had to retreive my bitlocked code from azure to unlock it

4:12 pm

Me

now when i try login it just says : " We are unable to connect right now. Please check your network and try again later"

4:13 pm

Myra D

Kindly check on the wifi icon on the lower right part of the screen, does it show as connected or have an x mark on it?

4:15 pm

Me

red x

4:15 pm

Me

i booted into "Safe Mode with Networking"

too

4:15 pm

Myra D

Please force shutdown the Surface

4:16 pm

Me

if we tried booting into safe mode using the shift restart method as i originally suggested this wouldnt be a problem

4:16 pm

Myra D

I was under the impression you have it open when you checked on the update history earlier

4:16 pm

Me

i did have it open

4:16 pm

Me

i could have just clicked the restart button holding down the shift button and gone to safemode instead you suggested i tag the safe boot in msconfig and now i not only own a peice of crap that shuts down on me but i own a brick that i cant login into with some important info on it

4:17 pm

Me

i have force restarted it and it just comes back to login screen, wont let me login and has no wifi

4:18 pm

Myra D

Click on the wifi icon and try to connect the network

4:18 pm

Me

No Connections are Available

4:18 pm

Myra D

May I know if you have files that you need to back up on from your device?

4:23 pm

Me

yes i do

4:24 pm

Me

i am seriously pissed off

4:24 pm

Me

going to safemode was a complete waste of time but i did it because i thought i would try and help you guys but you obvioulsy have an issue you cant fix and now i have a device i cant even use that has locked all my data away

4:24 pm

Me

ive just wasted an hour of my time here

4:25 pm

Me

i am an it technician so i am using the cmd utilman.exe method to try and reset my password now

4:25 pm

Myra D

That would help if you are going to be able to reset your password and access your device again.  Not unless your Azure account would need to have a connection to the Internet.

4:26 pm

Me

it looks like i cant login to a local account

4:26 pm

Me

only an azure account

4:27 pm

Me

and safemode has disabled internet access

4:27 pm

Me

great

4:27 pm

Myra D

Do you mean you can log in to your Azure account but not to the local account?

4:27 pm

Me

i cant login to any account

4:28 pm

Me

i used the cmd.exe in recovery mode to create a local account, but the login screen wont let me login to a local account

4:28 pm

Myra D

The purpose of the safe mode is to completely disable the other drivers of the device to see if there are some application that are running on the background that is causing your device to shutdown.

4:28 pm

Me

yes it would be nice if i could actually login to safe mode though wouldnt it

4:28 pm

Myra D

I suspect that there is a malware that is running on the device so that we could rule out the cause of the behavior of the device.

4:30 pm

Me

no there is no malware

4:30 pm

Myra D

Does your local account require you to have a password?

4:30 pm

Me

no i did not set a password for the local account

4:30 pm

Me

the safe mode login screen is only letting me login using a "work or school account"

4:31 pm

Me

it wont let me login using a local account

4:31 pm

Myra D

If you did not setup a password for the local account, you should be able to login to safe mode.

4:31 pm

Myra D

Do you see the button for Sign in.

4:31 pm

Me

i just managed to run cmd.exe after swapping it with utilman.exe and managed to remove the safemode boot check you told me to do and now managed to reboot into normal mode and login

4:33 pm

Me

now, how do i return this thing for a refund please, i am extremely frustrated that i just wasted an hour on this crap

4:33 pm

Myra D

I can imagine where your frustrations are coming from, we are just trying to rule out the cause of the behavior of your device.  There is no problem with the device, there is just something that is causing it to shutdown randomly.

4:35 pm

Me

"There is no problem with the device, there is just something that is causing it to shutdown randomly."

4:36 pm

Me

read that statement back to yourself

4:36 pm

Me

Do you want me to link you the hundreds of other users on the internet with the same issue?

4:37 pm

Me

https://answers.microsoft.com/en-us/surface/forum/surfpronew-surfperf/surface-pro-2017-turning-off-or-hibernating/e6a77aad-1f1d-4df3-ac15-a62f1b6fb0f8

4:38 pm

Myra D

We are aware of it be rest assured we are informed about it.  I am not contesting your experience sorry if the message created the wrong impression.  What I meant was, if we can do the necessary then we can isolate the issue.

4:38 pm

Myra D

Refund is something that can be answered by the point of purchae

4:38 pm

Myra D

*purchase

4:39 pm

Me

you can isolate the issue on someone elses surface, i just want to return it, this is the last microsoft device i will ever buy

4:39 pm

Myra D

What we can only offer is to replace the device in accordance to its warranty terms

4:39 pm

Me

right so after bricking my surface and wasting over an hour you are now telling me you cant refund it

4:39 pm

Me

i swear i am not normally an angry person but this really is rediculous

4:40 pm

Myra D

The steps suggested is something that will not brick the device, it is also a step from Microsoft.  Safe boot will not brick the unit.

4:41 pm

Me

well i had to do some pretty rediculous changes to get it working again that you couldnt help me with, i suggest you dont tell anyone to go to safemode via your msconfig method again because if they are using an azure ad connected deivce like mine they will be screwed

4:42 pm

Me

try it yourself and you will see

4:42 pm

Myra D

The Azure AD account should not prevent you from accessing your device in Safe Mode, especially if you have a Local Account.

4:46 pm

Me

i didnt have a local account, and it did, it would not accept my password, yet now that i am no longer trying to login to safemode it accepts my password just fine

4:47 pm

Myra D

What I can recommend is to back up your files then perform a Reset on the device as I suspect something is causing the device to misbehave.

4:47 pm

System

Chat has ended.

4:47 pm