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Surface 3 laptop doesn't wake from sleep - new laptop - one week old

Anonymous
2019-12-21T15:47:43+00:00

Hi there,

I purchased a surface 3 laptop recently in New Hamsphire, USA and the laptop doesn't wake up from sleep when its put on sleep for more than 1 hr. Is it an issue that can solved by doing a few software updates or changing the settings ? Or would you recommend that I return the laptop and ask for a refund or exchange ? I am wary about an exchange because what if the new device too has this issue ? I am a student doing a MBA and  living on a tight budget. Can't afford service repair charges post 30-day period. 

Thanks!

Sri

Surface | Surface Laptop | Display and screen

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  1. Anonymous
    2019-12-28T23:07:09+00:00

    I ran the Surface diagnostic, and it said no problems.   Basically, when the laptop goes into deep sleep, it won't wake.  Must press and hold the power button for long period of time to wake it.  New prblem this past week.  Had the laptop in Nov and it was fine before.

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  2. Anonymous
    2019-12-30T14:31:05+00:00

    I started a survey in Device manager and i found a temporary solution:

    Device Manager>System devices>AMD Audio Coprocessor > 

    then in power management tab : UNCHECK allow the computer to turn off the device... 

    after this change, laptop never ever crashed after sleep !

    10 people found this answer helpful.
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  3. Anonymous
    2020-03-21T15:26:06+00:00

    I'm having the same problem, when I close the laptop lid after a few hours it won't wake up, and I have to reboot it to get it going again. Nothing in this thread helps solve the problem, any other solutions?

    6 people found this answer helpful.
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  4. Anonymous
    2019-12-22T18:59:52+00:00

    Hello SrinivasOsuri,

    Thank you for reaching out Microsoft Community. We really appreciate all the efforts that you did just to possibly resolve the issue.

    Perform a force shutdown on your Surface 

    press and hold the power button for 20 seconds to reload the operating system and the drivers, after that please run**Surface Diagnostic Toolkit****.**It is a self-healing tool which looks for potential issues and fixes them, as well as ensures your device is completely up to date. Or manually check Windows Updates by going to Settings > Update & Security > Windows Updates > Check for updates.

    If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

    Regards,

    Jonas_T

    6 people found this answer helpful.
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  5. Anonymous
    2019-12-31T00:38:37+00:00

    Thanks. I have an Intel 13" version.  Won't work.

    2 people found this answer helpful.
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