COMPUTER SHUT DOWN AND BITLOCKER RECOVERY

Question

My Surface Pro 7 seems to shutdown instead of hibernating. It happens every time I leave my computer for a period of time. I believe all of my settings say to just hibernate or go to sleep, but it shuts down every time. Today, on my initial use, where I have to start my computer, it asked for a bitlocker recovery key. What is happening? Need help please.

Answer 1

Hello Robert Butterton,

Thanks for reaching out to Microsoft Community. I'm sorry to hear about this issue on your device. I understand how frustrating it is to have such problem. Definitely, not the experience we want you to have.

If I may ask, have you set up BitLocker prior this issue happened?

When was the last time you updated the device? Does this issue happen after an update perhaps?

When the issue happened, were there any peripherals connected to your device?

In the meantime, try Finding your BitLocker recovery key in Windows - Microsoft Support and enter it. Otherwise, try forcing your device to shut down and restart. Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

Let me know how it goes. I'll wait for your response.

Regards,

StevenK

Answer 2

Steven K,

 Thank you very much for the timely response.  When I typed the previous email, I had found the bitlocker number and inserted it and it worked.  However, I am trying to tackle a larger problem in that my computer just will shut down if I step away from it.  If things are open, they too shut down and when I power my computer back up, it asks if I want to restore those pages.  In my mind, I should be able to walk away and my computer should go into hibernate or sleep mode and just the screen should go black.    At least that is what I think should happen.  Correct me if I am wrong.   I am not a super tech savvy person, but I do use a computer a lot and this shutting down is out of the norm from any computer I have had.  

 I have looked on line and others have said this has happened.  I have checked and rechecked my settings and they seem to be okay.  

My computer updates as needed.   I don't really know when the last time it was, since I have to power up my computer every time.  Sometimes when I power up, it will say updating windows and then show a percentage.  Maybe 2 weeks ago was the last time that happened.  I have never seen the bitlocker part before and that is what prompted me to write.  

I am hoping you can continue to shed some light on what I am doing wrong or if I have a setting this is incorrect.

Best,

Bob Butterton

Answer 3

Thanks for keeping me posted, Robert Butterton.

Glad to know that you were able to get the BitLocker recovery key. But on the other issue of your device, it appears that this might be due to driver problem, corrupted system files or possible hardware failure. I'd suggest running these steps first and see if it improves the performance.

Run Power troubleshooter

• Go to Settings > Update & Security > Troubleshoot > Additional troubleshooter > Power > Run the troubleshooter.

Run the Surface Diagnostic Toolkit

• In the search box on the taskbar, type Surface Diagnostic Toolkit, then select it in the list of results.
  If it's not already installed, you can download it from the Microsoft Store.
• Follow the on-screen instructions in the Surface Diagnostic Toolkit.

Update Windows. Ensure all pending updates are installed.

• Check for Windows updates. Select Start > Settings > Windows Update.

Manually install drivers and firmware for Surface

• Check what is the current OS Build of your Windows version by typing winveron the search barnear the Windows logo.
• Go to Download driver and firmware for Surface**,**choose (your Surface model) then click Download.
  Choose the .msi file closest to your current OS Build and click Next.
  After downloading, run and install the .msi then Restart.

Run the System File Checker in Windows

• Follow instructions on Using System File Checker in Windows (microsoft.com).

In any event the issue still persists, then we may need to reimage your device. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset.  To proceed, thoroughly follow the instructions on Creating and using a USB recovery drive for Surface - Microsoft Support.

Answer 4

We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)