Surface Pro 2017 turning off or hibernating randomly!!!

Question

For some reason my new Surface is shutting off randomly. I check the setting and a few other things but it's still randomly turns off without warning. I'm losing some of my school work because of it. Is anyone else having this problem?

Answer 1

Hey Everyone,

As of 7/14, the fix for this issue has completed testing and is now live, please go update your Surface Pro via Windows Update to get the latest download. You can obtain this fix by checking Settings> Update & security > Windows Update

The Surface Pro Update History page has been updated with the details of this release and the update is also available on the Surface Pro Drivers and Firmware page as part of the MSI installation package available for download.

BryanH [MSFT]

Answer 2

Can you check your event viewer? Please post anything related. Is this a thermal event?

What exactly are you doing when this happens? On battery? Plugged in? Both? What setting did you check? Please tell us what

you have for power settings.

How long is it running before it turns off? I understand 'random' but please tell us what apps you are using/what you are doing when this happens. Example: "watching a video in Chrome, apprx 10 minutes" or " working on an excel spreadsheet, 20 minutes".

Please confirm this is the just released Surface Pro. Also, where did you

purchase it and which model? What does the battery percent show?

>>For some reason my new Surface is shutting off randomly. I check the setting and a few other things but it's still randomly turns off without warning. I'm losing some of my school work because of it. Is anyone else having this problem

Answer 3

I'm having the same problem. Can be in the middle of typing or watching a movie and my new Surface Pro will hibernate. very annoying

Answer 4

I'm having the same problem. Can be in the middle of typing or watching a movie and my new Surface Pro will hibernate. very annoying

 Look at your event viewer to try to determine what is going on. You can access the event viewer by right clicking on the start button and then double clicking on the event viewer. Filter events to show errors, critical events or warnings. According to the entries on myevent viewer, my surface pro is doing the same thing and, in the event viewer, I am seeing the error message "critical thermal event" which then causes hibernation.  I have no idea why it is doing this and would appreciate some input from Microsoft. 

Note that the increase in temperature is occuring at night when the computer is idle. There is no reason for it to be overheatinc.

Answer 5

Can you elaborate on a couple of other items:

-Are you using any accessories (like a Surface Pen or Dial)?

-What physical position is the device in when it goes to Sleep: e.g. Laptop/Studio/Tablet? (visual examples of each@ https://www.microsoft.com/en-us/surface/devices/surface-pro/overview) 

-Have you made any changes to the power options: Control Panel\Hardware and Sound\Power Options?