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
    2020-02-15T01:00:11+00:00

    I use it for my office, so during the day it's plugged into a docking station. Never turns off. Only when on battery.

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  2. Anonymous
    2020-02-15T00:02:39+00:00

    I see. Thanks for the update, Jack Alspaugh. We're really sorry if the issue is still present. For the meantime, can you try if it happens when plugged into a charger? I will include this in our report to submit this to our team.

    Regards,

    Janette_Z

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  3. Anonymous
    2020-02-14T20:29:22+00:00

    Sadly, it didn't resolve the issue. By removing the keyboard it definitely delayed the shutdown, but after about 20 minutes it just randomly shut down again :(

    Jack Alspaugh

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  4. Anonymous
    2020-02-13T22:06:41+00:00

    Hi there, Jack Alspaugh.

    We appreciate the added information you shared and took note of this.

    Regards,

    Janette_Z

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