Surface pro 7's screen randomly turns off and on by itself

Question

Hi, I got my surface about 4 months ago. About a week ago, it got a big update. After that, my surface's screen randomly keeps turning off by itself, and then turning on about 1 to 2 seconds later. I have reset it but the problem is still the same. Virus software shows that everything is normal. My surface is fully up to date. I'm trying to look up the solution but it seems like no one has this problem before.

Answer 1

Hello TGran,

Thanks for keeping us posted.

In this case, if the issue still persists, we suggest to perform Fresh Start. It lets you perform a clean reinstallation and update of Windows while keeping your personal data and most Windows settings intact. Fresh Start will remove most of your apps, including Microsoft Office, third-party anti-virus software, and desktop apps that came pre-installed on your device. You will not be able to recover removed apps, and will need to manually reinstall these apps later. To use Fresh Start, select Start > Settings > Update & security > Windows Security > Device performance & health. Under Fresh Start, select Additional info > Get Started.

Keep us updated by replying on this thread.

StevenK

Hey @StevenK_M,

this problem isn't new and none of your solutions help. The forum is full with posts of this massive problem. I hat this since october 2020 and its getting worse over time. Microsoft replace my SP7 in november, but the new device got the same problem. It's so unusable during conferences. 

Read here:
https://answers.microsoft.com/en-us/surface/forum/surfpro7-surfdrivers/surface-pro-7-crashes-since-windows-update-2004/e8c9102c-0c3b-4ade-8807-cacae42d8c60?messageId=db2a1e0b-10d8-4458-9203-d24920aecd18&page=1

https://answers.microsoft.com/en-us/surface/forum/surfbook-surfdrivers/surface-pro-7-crashes-when-using-a-pen-with-an/82ef28e5-5244-45a1-ba80-27549a545ee0?messageId=b3927eaa-74e4-411b-9fee-27cacba0ef82

https://answers.microsoft.com/en-us/surface/forum/all/surface-pro-7-crashes-since-windows-update-2004/e8c9102c-0c3b-4ade-8807-cacae42d8c60

https://answers.microsoft.com/en-us/surface/forum/all/surface-pro-7-and-slim-pen-stop-working/38040852-d4fc-4d9a-a79c-14503c39d8b3

https://answers.microsoft.com/en-us/surface/forum/all/surface-pro-7-and-slim-pen-stop-working/38040852-d4fc-4d9a-a79c-14503c39d8b3

and so on. Please forward this to the software team. It has to been fixed very shortly during these times of MS teams and zoom conferences.

Answer 2

Hello TGran,

Thanks for reaching Microsoft Community and posting your concern here.

When device shuts down randomly, it could be due to a driver or software issue. We suggest to perform these troubleshooting:

• Run power troubleshooter. Go to Settings > Update & Security > Troubleshoot > Power > Run the troubleshooter.
• Force a shut down and restart your Surface. Press and hold the power button for 20 seconds. It resets the hardware and clears all the cache and memory for your hardware.
• Run Surface Diagnostic Toolkit and check for Windows Update. Make sure to check View Optional features and select all recent updates. Restart the Surface after installing updates.
• Update drivers and firmware 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 that matches or nearest to your current OS Build and click Next.
  After downloading, run and install the .msi then Restart.
• Run System File Checker in Windows 10.

Hope this helps. Let me know how the issue progresses by simply replying on this thread.

StevenK

Answer 3

Hi,

I have tried all suggestions, but they all showed that there is nothing wrong with my surface. Drivers and firmware are all up to date. My surface doesn't shut down randomly, but it's screen just goes black. After 2 to 3 seconds, the display comes back. It happens every 30 to 40 minutes.

Answer 4

Hello TGran,

Thanks for keeping us posted.

In this case, if the issue still persists, we suggest to perform Fresh Start. It lets you perform a clean reinstallation and update of Windows while keeping your personal data and most Windows settings intact. Fresh Start will remove most of your apps, including Microsoft Office, third-party anti-virus software, and desktop apps that came pre-installed on your device. You will not be able to recover removed apps, and will need to manually reinstall these apps later. To use Fresh Start, select Start > Settings > Update & security > Windows Security > Device performance & health. Under Fresh Start, select Additional info > Get Started.

Keep us updated by replying on this thread.

StevenK

Answer 5

Hi T.Weigt,

Thanks for sharing this. I also notice that my surface turn off more often when using OneNote. When the screen turns back on, OneNote usually doesn't respond back. I'm surprised that there is still no permanent solution for this problem. It's so frustrating