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
    2020-02-13T21:58:31+00:00

    Hello, BrendanRamirez!

    Thanks for the update and informing us the situations when it happens. I will include this in our documentation to submit to our internal team regarding this. We will inform you once we get any updates on this. Your patience and cooperation is greatly appreciated.

    Sincerely,

    Janette_Z

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  2. Anonymous
    2020-02-13T20:14:43+00:00

    I'm still testing, but this may be related to the keyboard. If i'm unplugged and have the keyboard attached, at just under a minute of no activity it powers off. If i detach the keyboard, i have yet to have it shut down.

    Jack Alspaugh

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  3. Anonymous
    2020-02-13T16:39:57+00:00

    Hello,

    I'm using Windows 10 version 1909 with OS build 18363.657. My laptop is fully up to date. The problem has occurred whether or not the type cover was connected and whether or not the charger was connected. It also happens whether or not there is a WiFi connection. At first, I thought it only occurred while I was away from keyboard, but it has also occurred while I was working on assignments. As mentioned before, changing the sleep settings has not helped the problem and the diagnostic toolkit did not notice any problems. I tried a force shutdown and restart, but the problem still persists.

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  4. Anonymous
    2020-02-13T16:34:29+00:00

    Hello, ishikaagrawal.

    We're truly sorry for the troubles. I responded to your own thread.

    Thanks for your time!

    Regards,

    Janette_Z

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