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

Update Everyone!!!! I called Microsoft and they suggested that I do a complete factory rest. I was kind of disappointed that they didn't have another fix to fix the problem. I did a factor reset to see if that fixed the problem. I did this 2 days ago and haven't had the problem since. I didn't have to touch the hibernation part at all. My computer hibernates only when I'm not touching my computer. I even watched a movie to see if it went into hibernation while watching the movie and it didn't. So far so good!!!

Note: once you do your factory restart, during the setting up process don't do the second keyboard, face recognition part, and Cortana (just skip those). Once you do a simple set up, go to the Updates and update the computer before installing anything else on your computer. It did take about 2 hrs to get everything done.

Answer 3

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?

Answer 4

Hey Everyone, 

I found the easiest method to solve this issue:

Disable Hibernate

As of my issue, I found out that my surface pro (latest edition) is randomly hibernating due to "Microsoft-Windows-Kernel-Power", a driver that controls your shutdowns, sleep, booting up...etc. As long as it's power related, Kernel Power controls it.

Additionally, I found out that because my driver was slightly heated up, kernel power thinks that my surface is potentially going to overheat which will damage my surface further, **Kernel Power automatically hibernates your surface to cool down the cores of your surface so that it wouldn't damage the core further.**This is used purely to protect your surface. However, I find it a stupid feature that I don't know why Microsoft came up with this kind of idea.

So in order to fix this issue, I simply disabled hibernate since Kernel Power won't be able to automatically hibernate your computer unless you turn hibernate feature back on. To disable hibernate, simply open Command Prompt (cmd) as Administrator and type in "****powercfg.exe /hibernate off"(without the ""). You can search up another method of disabling hibernate feature, but I prefer it this way. I disabled hibernate since it'll solve my problem and in fact, I don't even use hibernate that much (I prefer sleep). You can turn the Hibernate feature back on whenever you wish by doing "powercfg.exe /hibernate on".(For more information, please visit: https://support.microsoft.com/en-ca/help/920730/how-to-disable-and-re-enable-hibernation-on-a-computer-that-is-running)

Optional: Before following these steps, please identify which program is randomly hibernating your surface, because it might not be Kernel Power as of my situation. To find out what is randomly executing hibernate feature for your microsoft surface, just wait for your next random hibernate, turn your surface back on, and search up Event Logs in the windows search bar and find the log that executed the Hibernate. (It'll probably be under Windows Logs -> System, check every single Error, Information, and Warning levels that is around the time that your surface went into hibernate)

Good Luck!

Best Regards, 

OhHenri_1

Answer 5

I am experiencing this as well. Suface Pro i5/8g/256g. On-battery; on wifi.

Accessories: Surface Pro 4 Type Cover with Fingerprint ID

Mode: in laptop mode so far

In the event log I do see some potentially relevant things around Power-Troubleshooter and BTUSB: http://imgur.com/a/ILmPr