Surface Pro 7 Randomly Shutting Down

Anonymous
2020-02-11T17:37:21+00:00

Hello,

I bought a Surface Pro 7 last week and it was having a problem where it was randomly shutting off (like the screen goes to black and then when I start it up, it boots up like normal). When I open the computer back up, anything I had opened is closed. I went and returned it for a new one, thinking that I had a buggy laptop. This new one is having the same problems too. I updated when I first got it and I did the Surface Diagnostic Toolkit, which said that everything is working fine. I also changed the sleep settings and that didn't help. I posted the reliability history that I have gotten.

Thank you.

Surface | Surface Pro | Power and battery

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  1. Anonymous
    2020-03-24T00:31:41+00:00

    I used option four which said:

    Option 4: Disable the "Panel Self Refresh" option in the Intel Graphics Command Center:

    • "I've fixed it on my SP7 i5/8G/256G by installing the Intel Graphics Command Center from the Microsoft Store, opening it, going to System>Power>Panel Self Refresh and turning it off for both "On Battery" and "Plugged In"."

    At least it didn't crash in the 25 minutes after that anymore which is a huge improvement to the last hours...

    OMG, this is the solution! i dont know how much time this will result, but at least my surface pro 7 (i3) stand turn for 30 min right know. Before this troubleshooting at the 60 second the surface turn off.

    My surface starts to have this problem when i install the las cumulative updates (KB4551762, KB4537572 and KB540673)

    Thanks for this!

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  2. Anonymous
    2020-03-18T14:54:28+00:00

    Happy Day!!!! It looks like option #4 worked for me as well. I've had it on battery for almost an hour with no shut down.

    Jack

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  3. Anonymous
    2020-03-17T20:40:52+00:00

    Just learned in another thread about four options on drivers and the like (could be that it is not a hardware problem), the one from seanbob28 here: https://answers.microsoft.com/en-us/surface/forum/surfpro7-surfdrivers/surface-pro-7-shutting-down-randomly/070429f1-ad5e-48eb-acaa-6daca59739b0?messageId=6e8583ec-6c62-47f5-8aae-37c0b6c6197b&page=17

    I used option four which said:

    Option 4: Disable the "Panel Self Refresh" option in the Intel Graphics Command Center:

    • "I've fixed it on my SP7 i5/8G/256G by installing the Intel Graphics Command Center from the Microsoft Store, opening it, going to System>Power>Panel Self Refresh and turning it off for both "On Battery" and "Plugged In"."

    At least it didn't crash in the 25 minutes after that anymore which is a huge improvement to the last hours...

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  4. Anonymous
    2020-03-17T20:08:29+00:00

    Hi, I have the same issue, since today it is getting worse, I just have to stay away for about 30-60 seconds and it just crashed for roughly the 10th time today - absolutely not usable anymore... I have an old Surface Pro (3 years) which has never had such issues... what is wrong with my new i7 256 GB 16GB Ram which is automatically kept up-to-date and has been bought in the Microsoft online store End of November 2019?

    Please give an update and not just "we are talking to the team.." - this issue seems to have been out there way too long.

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