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Surface Pro 8 (i7 / 32GB RAM / 1TB Model) - Unresolved Battery and Performance Issues

Anonymous
2022-09-14T20:54:38+00:00

I purchased a Surface Pro 5 in 2018, which I recently had to replace. With the positive experience I had with my Surface Pro 5 model, I was excited to purchase Microsoft’s Surface Pro 8 (i7, 32GB RAM, 1TB model), anticipating the same experience.

Unfortunately, I have encountered a multitude of problems with my Surface Pro 8 (i7, 32GB RAM, 1 TB model) since purchasing / receiving it from the Microsoft Store. I initially assumed the problems were simply those associated with the release of a new product, which would be corrected with subsequent updates. That, however, was not the case. After a month (30 days) of these problems, I tried contacting Microsoft (via their website, as I couldn't find a direct customer support phone number) but was sent into an endless loop (i.e., the automated system that filters input kept taking me to the Surface Diagnostic Tool, where it wouldn't allow me to progress any further). It literally took me five (5) months to reach Microsoft Support and speak with a live person and am now going into six (6) months of dealing with this nightmare of trying to reach an amicable resolution.

Problems that I am experiencing with my Surface Pro 8 (i7, 32GB, 1TB model) and have relayed to Microsoft Customer Support include, but are not limited to the following:

  1. Dangerously Overheats – burned twice now; overheats within 30 minutes of use, even without streaming anything…using only Word and Google.
  2. Battery Life and Connectivity Issues – Device only lasts 2 to 3 hours max (if that) on a single charge using the charger it came with. This is extremely disappointing especially when it is advertised as lasting 16 hours.
  3. I consistently receive notifications indicating that the device is slowly charging and that I should use the charger that came with the device, even though it is already connected to the charger that came with the device.
  4. One of several battery reports that I have pulled indicate an extreme drop in power within a 2 to 3 hour time frame. I seriously doubt it is normal for the report to list the battery’s full charge capacity as 255,653 mWh and design capacity as 257,891 mWh when its design capacity is stated to be 50,230 mWh.
  5. The fan comes on full blast and is so loud that I cannot even hear my online instructor speaking (with the volume turned all the way up).
  6. SP8 has crashed four times now (three times in one day: and again yesterday). I have gotten the blue screen “kernel” error message twice, and the gray screen when using Task Manager twice…which now pressing CTRL ALT DEL does not even work.
  7. Surface Pro 8 shuts applications down intermittently without warning. The device randomly terminates applications without warning. I cannot count how many times it has abruptly shut down while I was typing an email or drafting a paper for work or school, causing me to lose all my work.
  8. Experiences severely delayed responses when using the Surface Pro Signature keyboard and Bluetooth mouse; sometimes even unresponsive.
  9. Wi-Fi Connectivity and Slow Processing Speeds – The device drops Wi-Fi connectively regularly as well as runs slower than my previous Surface Pro 5 (even when not connected to the internet).
  10. External Monitor Connection Issues – When attempting to connect external monitors the extended displays produce distorted black and white images or do not turn on at all. I even tried purchasing new adaptors which reproduced the same result. I must unplug and plug the monitor adapters to get the monitors to correct themselves. I used the same monitors with my Surface Pro 5 and never encountered these issues.
  11. Intermittent flickering screen.

Having spent well over $3,200 on this device and its accessories, I am extremely frustrated and disappointed with the entire situation. Not only has it become a safety concern for my family, but it has also caused me undue stress and negatively impacted my ability to effectively and efficiently complete daily family, work, and professional education responsibilities.

Has anyone else experienced these issues, and if you received a replacement, did the replacement work out, or did you encounter the same problems?

*New Issue: In addition to the numerous issues that remain unresolved with my SP8 (since the date of purchase), the battery is now draining when the device is turned off (not asleep). It is bad enough that the device lasts less than two hours on a single charge when it is turned on...but while it is completely shut down?

Surface | Surface Pro | Performance and maintenance

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  1. Anonymous
    2022-10-03T01:55:56+00:00

    I appreciate your reply. Unfortunately, nothing has worked and I am still experiencing problems, the most concerning of which is that it overheats so severely that I fear it will catch fire or burn one of my children if I leave it unattended without turning it off and unplugging it; something that is quite distressing and discouraging, especially since I believed I was purchasing a safe and reliable product.

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  3. Anonymous
    2022-09-19T20:27:00+00:00

    Hi Perseverence95,

    Thank you for the response and I'm sorry to hear that the issues persist even after doing a reset using the recovery drive. Definitely, this is not the experience we want you to have and we understand the sentiments you have in using the device. I suggest having the device replaced. Regarding with the question about the replacement if it works or still experience the same issue, I could not provide my own opinion on this since I don't have any experience getting the device replaced but we would welcome our other users here in the Community to share their thoughts and own experience on this. We'll leave this post open for now to give time for others to share.

    Kind regards,

    Marrion

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  4. Anonymous
    2022-09-18T15:10:11+00:00

    Marrion,

    I performed all of the steps you recommended, including resetting it with a recovery drive, but without success. In fact, not only does my SP8 continue to display the same issues, but it has become even less responsive and runs more slowly than before. In addition, I now receive a new error message when turning the device on.

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  5. Anonymous
    2022-09-15T22:00:51+00:00

    Hi Perseverence95,

    Thank you for reaching Microsoft Community. I understand how frustrating this situation is where we don't get the value of our hard earned money we invested on our devices. I am a consumer myself also and I also had my fair share of these experiences.

    I understand that you are having a several issues on the device and probably thinking of getting it replaced already but what I could suggest is to try doing a clean installation of Windows first then see if how the device goes from there. I'll include the steps or guide on how to to the clean installation below but you may also try these other steps also before performing the clean installation. These steps would make sure that the device has all the updated driver and software needed to run smoothly including fixing corrupted system files on the device:

    1: Run Surface Diagnostic Toolkit

    See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

    2: Check for Windows Update

    Go to Windows Settings > Update & Security and select Check for updates

    Make sure all updates need are installed including Optional updates

    3: Update drivers and firmware

    Check what is the current OS Build of your Windows version by going to Settings > System > About. 

    Go to Download driver and firmware for Surface, choose Surface Pro

    Then click the link next to Surface Pro 8 then click Download on the next page.

    Choose the .msi file that matches your current OS Build and click Next.

    After downloading, run and install the .msi then Restart. 

    4: Run System File Checker Tool and DISM commands

    Open Command Prompt (Run as administrator)

    Type and enter these commands below:

    DISM /Online /Cleanup-Image /CheckHealthDISM /Online /Cleanup-Image /ScanHealthDISM /Online /Cleanup-Image /RestoreHealthSFC /scannow

    Note: Allow each command to complete its process before entering the next command line

    Exit Command Prompt and restart the Surface

    USB Recovery:

    This option will reimage the entire device and reload Windows including the drivers and firmware. It is the most complete form of Reset and it will wipe out everything on the device. You will need also a 16GB/32GB of flash drive that must be formatted into FAT32 prior to downloading the Recovery Image. If you like to try, you can follow the steps provided below:

    How to Download, Create and Use a USB recovery drive

    To download the Recovery Image:

    • You'll another working device running on Windows.
    1. Visit the page to Download the recovery image for your Surface
    2. Sign in with your Microsoft Account
    3. From the list of Surface devices available, select the device that you need a recovery image for
      Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device
    4. Download the recovery image using the button on the page
    5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

     Format USB Drive:

    • Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery drive.
    1. Insert your USB drive into the USB port of your PC.
    2. From the desktop, open File Explorer
    3. Tap and hold or right-click on the USB drive and choose Format
    4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
    5. Tap or click OK to erase the contents of the USB drive
    6. Tap or click OK when the format is complete

    Create a recovery drive:

    1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
    2. Select the USB drive you formatted earlier for the location and click Extract.

    Use a USB recovery drive to reset your Surface:

    1. Shutdown the Surface
    2. Insert the USB recovery drive into the USB port
    3. Press and hold the volume-down (-) rocker
    4. Press and release the power button
    5. When the Surface logo appears, release the volume-down (-) rocker
    6. Surface will start the recovery software on the USB recovery drive
    7. When prompted, choose your language options and keyboard layout
    8. Select Troubleshoot
    9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
    10. If prompted, select Repartition the drives
    11. If prompted for BitLocker Key, tap Skip this Drive

    Kind regards,

    Marrion

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