Surface book 3 won't turn on from long sleep

Question

Surface Book 3 won't turn on after a long sleep (often overnight / after 10+ hours). Can't wait it up with mouse, keyboard, or power button. Have to long hold power button to force restart everytime. Hibernation is disabled.

A short sleep (a few hours) seems to be fine.

Any idea?

***Moved from Windows 10/Sleep and Power on/off***

Answer 1

Hello Hang06,

Thanks for posting your concern here. We're sorry to learn that you're having an issue turning on your Surface.

In this case, it could be a possible driver or software issue. Please give these troubleshooting steps a try to isolate the issue:

• Run Power troubleshooter. Go to Settings > Update & Security > Troubleshoot > Power > Run the troubleshooter.
• **Run Surface Diagnostic Toolkit and check for Windows Update.**Restart the Surface after installing updates. Updates have fixes to common problems, or issues.
• 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.

Please let me know how the issue progresses. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

Kind regards,

StevenK

Answer 2

Tried the methods above and they are absolutely not helpful. Windows has been up to date and all drivers are working properly. The laptop was just bought in last December.

More information on the failure: It resulted from having the display plugged into the keyboard with the lid open and letting the laptop enter sleep mode by either it hitting the sleep time limit or me pressing the power button. It only happens when I leave it overnight for many hours. It seems to be a long-standing issue with the Surface Book line (just Google SB sleep of death) and might have something to do with compatibility issues of SBs with the NVIDIA GPU or i7 CPU entering a "deep sleep" mode after hours of sleeping.

My walkaround: Enabling Hibernating. My SB3 seems to have no problem waking up from hibernating. But there is always a much longer loading time than waking up from sleep.

Very disappointed with this 3000+ CAD machine. The stupid SB series is a complete failure. Try your best to avoid buying! (I also own a Surface Pro 6 for years without any problems like this.)

Hello Hang06,

Thanks for posting your concern here. We're sorry to learn that you're having an issue turning on your Surface.

In this case, it could be a possible driver or software issue. Please give these troubleshooting steps a try to isolate the issue:

• Run Power troubleshooter. Go to Settings > Update & Security > Troubleshoot > Power > Run the troubleshooter.
• **Run Surface Diagnostic Toolkit and check for Windows Update.**Restart the Surface after installing updates. Updates have fixes to common problems, or issues.
• 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.

Please let me know how the issue progresses. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

Kind regards,

StevenK

Answer 3

Hi Hang06,

We're sorry to hear about the hibernation process of the device. We suggest the steps below: 

• When you say you have disabled the Hibernation, please check if hibernate settings is also set to Never. Go to the Control Panel > Power Options > Change plan settings > Change advance power settings > under sleep, click the plus sign for Hibernate after > On battery and plugged in should be set to never (click the arrow down option until never option shows up).

• Try setting the device to best performance. Click the battery icon and slide to best performance and please observe the device. 

We will wait for your feedback and hope it helps.

Kind regards,

John Neil_J

Answer 4

After changing the settings and power plan, it works half of the time when the laptop has slept for say 8 hours. But it never works if the laptop sleeps for 12 hours. Since this has been a long-standing problem of the Surface Book series, could you tell us the real reason instead of just telling us to change to "best performance". Why would you think that the "best performance" plan might increase the chance of successfully waking the Surface Book up rather than making sure that one can wake up the laptop under all power plans?