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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]
I see many suggestions to return the devices before the 1 month deadline...
But here is an other point of view:
If this is a software issue (and I bet it is), it will be patched soon.
If this is a hardware issue, your Surface Pro will be exchanged via warranty.
So what I'm saying is that one way or another, this problem will be fixed.
So if you can wait a bit longer for Microsoft to track this issue down, and you can live with your SP hibernating itself every now and then, you shouldn't be worried about the 1 month deadline.
I agree. This is also what I decided yesterday.
I don't have the random hibernation if I use the keypad and/or touch pad to work. If I rely solely on a mouse to use the browsers, my new Surface Pro does hibernate randomly. Hence, I believe "not using the attached keyboard for certain duration" has something to do with the problem. Or, just clicking around the screen with just mouse for extended period of time would trigger the hibernation at some point.
I agree, too, but... I still have 12 days before the 1 month deadline and I will probably decide what to do next week. The question is that it is not clear how many machines are involved: if we are talking of 300 machines all over the world, then the probability of getting another machine with the same problem is low (and the probability of a quick solution from Microsoft proportionally low too). If the problem affects 50% or more of machines, then the choice of waiting for a solution from Microsoft makes sense.
My SP (i5/8GB/256GB) has been working fine for some days, or perhaps I did not use it for long enough to have the problem, then it started to hibernate itself. I have imagined many possible patterns for explaining its behaviour, but I could not confirm any of them: it looks like a totally random behaviour. Event viewer gives always the same sequence of alarms and errors before hibernation, but the same errors and alarms in other occasions do not generate the hibernation.
What seems to have at least reduced the problem, not solved it, has been the Software Repair Tool: after I ran it this morning, the entire morning was without incidents (but this was with SP connected to its power supply). In the afternoon I disconnected it and I have had 3 incidents and 2 of them have happened during or at the end of a call on my smartphone. Again, I tried to replicate the incident, no way. The alarms before hibernation refer to BTHUSB: so I tried moving my smartphone with Bluetooth on around the SP, nothing has happened. I moved my smartwatch with BT on, nothing. I switched off the BT Wedge Mouse, it did not prevent hibernation.
I hope to see some kind of answer from Microsoft soon...
I have had the new surface for 1 week and have encountered this issue a number of times. The worst was during a 2 hour work meeting it happened three times. It has happened in laptop mode with just a key board, it has happened in laptop mode connected to an external display. I have set all power settings to NEVER turn off. Has happened on both battery and plugged in (usually when on battery). Very frustrating and looking for a quick fix from Microsoft. Hoping it is a software update and not requiring a hardware swap and/or full computer reset. PLEASE HELP
