Surface Pro 7 Won’t wake from sleep

Anonymous
2023-06-15T04:17:46+00:00

Hi,

I have a surface pro 7 that won’t wake from sleep most of the time. I’ll close the keyboard cover and after I try to open it again it’ll never turn on. The backlight comes on and the facial recognition sensor stays on for a second before shutting off. Every time I want to use my device I have to hold the power button and then turn it on.

Thank you

Surface | Surface Pro | Power and battery

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  1. Anonymous
    2023-06-19T15:37:40+00:00

    Hi Mitchell!

    Thanks for getting back to us and we truly appreciate your cooperation on this.

    If that's the case, the best thing to do is to perform a recovery image reset on the device. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset. Please make sure to back up all of your important documents since this reset will delete all of your files and applications installed on your Surface device. Before you begin, you must have at least an empty 16GB/32GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image.

    To proceed, please follow the detailed instructions in Creating and using a USB recovery drive for Surface - Microsoft Support.

    Please let us know with how it goes. We look forward to hearing from you.

    Regards,

    RodelioP.

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  1. Anonymous
    2023-06-15T14:41:43+00:00

    Hi Mitchell!

    Thanks for reaching Microsoft Community. We're here to help and let's work on this together.

    I understand you're having an issue with your Surface device. Happy to help and provide more options here.

    Before considering any troubleshooting options, please first make sure your device is up to date. To check for updates, just follow these steps:

    Start> Settings> Update & Security> Windows Update> then check for updates and install any available updates.

    Most common reason for this issue is due to a corrupt driver and operating system. Please try to update drivers and firmware, see through this link Download drivers and firmware for Surface - Microsoft Support on how to.

    Please let us know how it goes. We look forward to hearing from you.

    Greetings,

    RodelioP.

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  2. Anonymous
    2023-06-16T23:12:37+00:00

    Hi, thank you for your reply.

    I did try running windows update, which said that my system was up to date.

    I tried the manual driver installer, which installed but the issue still persists. I have also noticed that my system takes a little longer to boot up.

    I also tried the sfc /scannnow command in CMD, which didnt work.

    Thank you

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  3. Anonymous
    2023-06-22T16:16:34+00:00

    Hi Mitchell!

    We haven't heard from you in 72 hours, so we will consider your issue resolved. If you do need further help, please create a new thread to discuss your concerns through this link: Create a new question or start a discussion (microsoft.com) as we will not be monitoring this thread going forward.

    Thank you for understanding.

    Regards,

    RodelioP.

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  4. Anonymous
    2023-06-28T01:06:43+00:00

    Hi,

    Yes my issue was fixed after I used a recovery USB to recover my surface. Thank you for your help.

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