Windows Surface Pro 8 shutting down (presumably overheating)

Question

I recently purchased a "Microsoft Surface Pro 8-13" Touchscreen - Intel® Evo Platform Core™ i5-8GB Memory - 256GB SSD - Device Only - Platinum (Latest Model)" and have had issues with it shutting down while in rooms with high ambient temperatures. When using it in cool rooms, even under load, it preforms fine, but when at home when the temperatures get high, and I have it hooked up to a second monitor, even doing low stress browsing/video streaming it will shut down, I assume this is due to overheating, are there any steps I can take to prevent/stop this?

Answer 1

Hi Photosinthas,

Thank you for reaching Microsoft Community. Apologies for the inconvenience this has caused you.

One of the tips to maximize battery health of the Surface devices states: "Devices that are charged or operated at high temperatures will cause accelerated aging of the lithium-ion battery and permanent loss of battery charging capacity. Surface devices are designed to work between 32°F and 95°F (0°C-35°C) so keep your Surface out of the sun and don’t leave it in a hot car.". See: Caring for your Surface battery (microsoft.com). Does the rooms or place where you used the device with high ambient temperatures exceeds this parameters?

When the device shuts off, does it show the thermometer icon before it shuts off and when try to turn it back on immediately? Or will it just immediately turns off?

The issue may be caused by the room temperature where the device is used especially if it exceeds way higher than the recommended 32°F and 95°F (0°C-35°C) but kindly try running these steps below to make sure that the device has all the updated software and drivers it needs to perform smoothly then observe if still the issue persist:

1: Run Surface Diagnostic Toolkit

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

2: Check for Windows Update

Go to Windows Settings > Update & Security and select Check for updates

Make sure all updates need are installed including Optional updates

3: Update drivers and firmware

Check what is the current OS Build of your Windows version by going to Settings > System > About. 

Go to Download driver and firmware for Surface, choose Surface Pro

Then click the link next to Surface Pro 8 then click Download on the next page.

Choose the .msi file that matches your current OS Build and click Next.

After downloading, run and install the .msi then Restart. 

4: Run System File Checker Tool

See: Using System File Checker in Windows (microsoft.com)

Hope this helps.

Kind regards,

Marrion

Answer 2

Hi Photosinthas,

We have noticed that you haven’t replied to our first response yet. We would like to know if you still need some assistance on the concern raised. If yes, please reply back for us to further assist you.

Hope to hear from you.

Kind regards,

Marrion

Answer 3

Hi Photosinthas,

We still have not received any response from you since our last follow up message. Please do not hesitate to create a new thread for further concerns. We hope that the issue you reported to us has been resolved. We personally understand that finding time to work on this matter can be a little difficult to manage.  Thus, we would like to let you know how much we appreciate your patience and most importantly the time you've dedicated to getting a resolution for this issue of yours.

Thank you for spending time here in the Community.

Kind regards,

Marrion