Surface Pro 7 shutting down randomly

Question

If the device stays idle for a minute it directly shuts down. I have checked all the sleep and power settings and that's not an issue. I see this was an issue in previous versions too. **Any fix?**There are some answers to this which might have worked for some (marked as answer), but definitely not for everyone. If you face it, I strongly recommend returning it as the stress during this whole process is ridiculous and not worth it.

UPDATE:

After going through returning and rebuying 4 surface pro 7 devices (thanks to Costco). I decided to ditch it. The worst part is that Costco has essentially banned me from buying any laptops from them, even though I repeatedly told them that the devices were having issues.  I just loved the device for its utility and I really wanted it to work out. Microsoft and Costco should beashamed** of this.

The first 3 devices were returned in <1-2 months. The 4th one stayed longest (3 months), not because it was perfect but because of the pandemic. I loved the device in general. I was hoping I would not have problems with the 4th device. I did not have the random shutdowns but I started having

• sudden blue screens with faulty_hardware error
• the display would just temporarily turn off even though the machine is working(happened during a zoom call, when they could still see and hear me but my screen was black)
• The s creen had a 2cm square with distorted pixels (picture), out of the blue while I was working. It went back to normal automatically 

Answer 1

Hey Everyone,

A fix is now available for the unexpected device shutdown through Windows Update:

Surface Pro 7 June 2020 update, https://support.microsoft.com/en-us/help/4526363/surface-pro-7-update-history

Surface Laptop 3 with Intel processor June 2020 update, https://support.microsoft.com/en-us/help/4526150/surface-laptop-3-update-history

Thanks,

BryanH [MSFT]

Answer 2

Hi, GargyaMalla!

Thanks for reaching Microsoft Community. We are sorry to learn that you have unexpected shutdown issues with your Surface Pro 7 when it goes idle for a minute. When it happens, did you try to long press the power button for at least 5 seconds?

If the issue is still present, kindly perform the following steps to troubleshoot the problem.

Check for Windows Update:

Go to Settings > Update & Security > Windows Update > Check for Updates

Run **Surface Diagnostic Toolkit** and make sure to complete the tasks.

After that, please check the reliability monitor. This is for us to view critical events to gain problem insight. To do so, please go to Control Panel > Security and Maintenance > Maintenance > View Reliability History.

Please take a screenshot and upload it here.  

Let us know how it goes. Looking forward for your response!

Kind regards,                                                                                                                 

Janette_Z

Answer 3

Hi there, GargyaMalla!

We have not received responses from you and we will now be closing this thread. We hope your concerns have been addressed. Take care!

Sincerely,

Janette_Z

Answer 4

Hello,

Even I'm facing same issue now. Previously my Surface Pro 7 keep getting frozen when idle but after doing multiple drivers updates, re-installations with MS support people, now it shuts down when idle. Tired of fixing these silly issues on not even a month old Surface Pro 7 (i5, 8GB, 128 GB).

Such a waste of time, now I'm regretting, I should have gone for ipad pro.

All diagnostics ran (memory and MS diagnostics), but no issues found.

Answer 5

I had mine for one day and updated everything and used it, then it kept shutting down.  No matter what, ran a clean install and everything.  Took it back 3 days later and my new one is fine so far.. i7 16gb 512gb hdd