SurfaceBook Crashes/Shutdowns During Sleep

My SB (i5, 256gb, 8gb, GeforceGPU) keeps crashing/freezing during sleep which causes it to shut down. According to the windows reliability monitor it has been happening every day multiple time.

I though I was going crazy because I clearly remember not turning it off before putting it to sleep. I recently had my original SB replaced with a new one which fixed most of the issues from blue screens to flickering that would not go away. But this new one still has the Hello Camera issue where it wont turn on during startup and this new problem that has popped up.

Is this caused by a hardware defect? I really don't want to drive 23km to the other side of my city to get another replacement at a Microsoft store if the issues aren't resolved. Here's an image on the report. As you can see, there are 17 critical events today not to mention all the other days as well. Thanks.

If anyone has a solution that isn't a complete factory reset or system reinstall (I've tried them before) that would be great.

 

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Last updated July 15, 2019 Views 7,315 Applies to:

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While I note that others have issues with either the SP4 or SB when going into Sleep, I believe this issue I've been encountering is unique. Lately, I've been working on a big paper, and have side-by-side windows of Word docs and PDFs so that I can type in one doc while reading from others. I also listen to Groove while doing this and usually have maybe one or two tabs of Chrome open. In this configuration, when my SB goes to Sleep if I walk away to do something else, when it resumes all my applications are closed. It is interesting because it appears to be resuming from Sleep and it's not as if it restarted when I come back (a simple move of the mouse or tap of the keyboard instantly brings up Windows Hello) but EVERYTHING is closed. Fortunately Word recovered the first time it happened, and now I try to ensure I save when walking away, but it is frustrating. Any ideas or other people having this same issue?

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Noticed this issue just now.

It does not happen all the time, but sometimes when I close and reopen the lid, all current opening programs are closed.

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This issue also occurring for me

All latest updates applied - including the 12/2/15 update

Usually attached to dock overnight and this is when I see the issue most often

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Please install all the updates then restart the Surface Book.
If that doesn’t resolve the problem, perform a two button shutdown and restart the device again.

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I'm having this exact issue on my Surface Book and I have all the most recent updates (from last week)

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I get the same issue, but more often when I put the screen on the backwards.  The time it takes to start makes me think the computer turned off.

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All the problems you mentioned are normal for this machine. As a matter fact you got one of the "good lemons." Others have been unfortunate to be stuck with machines that have a hard time registering input from both the mouse and keyboard. Some of them are even developing a bulge in the middle of the tablet portion, while others constantly Attach/Detach.

If one of the reps here tell you, with their cereal box, shake-n-bake, tv dinner tech support knowledge, that you must "wipe your computer" or ask you something silly like "have you installed the latest updates?!", which btw are known to break more than they fix, pay them no mind. This is a bit out of their scope. The idea of the SurfaceTeam actually being at fault in regards to the problems being expressed here is absolutely foreign to them. You're better off calling up Duncan Donuts for support.

PS You basically have 2 options unfortunately. Return it or live with the problems for an indefinite period, as this has become the new standard for Microsoft's Surface line.  



This thing is the "ultimate laptop" a Potato.

   

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I have experienced the same problems on all of the (many) Surface Books I have exchanged. No matter what I do the SB will crash during Sleep and or Hibernate after a few hours. It isn't evident until you open the SB screen to find out it has shut down. Any Apps, Web Pages or files that were still open when the SB went into Sleep will be lost/closed.

I have previously posted the (extensive) list of everything both the Microsoft Store techs and I have tried to do, including the suggestions on this and other forums that I have been able to find. Examples: running sfc /scannow (finding unrepairable errors), repairing with DSIM off a clean MS image, completely reimaging the SB, turning off Fast Start, forcing Sleep only, forcing Hibernate only, restoring default Power settings, turning off WiFi connected while in Sleep, rolling back updates, testing Sleep and/or Hibernate with power connected or on battery power. None of these has resolved or had and discernable effect on the Sleep crash issue on multiple SBs with different lot numbers. After a few hours in Sleep or Hibernate the SB crashes. Consistently. MS online support has no solution other than the usual "do you have all updates installed?", hard re-boot, reset, reimage, etc. The technicians at the several stores I have been to during my business travels have tried everything they can think of with no success. They usually end up loading a new image. Then I leave the SB with them in the store in Sleep mode and when I come back a few hours later we open the SB to find it has shut down, with a critical error logging the event. They are stumped. I am really surprised that by now they don't seem to have any information from Microsoft about this. Given that I have personally observed this on multiple SBs/lot numbers and many others have posted the same issue on this and other forums I have to believe this is a problem with most if not all SBs. I suppose some owners do not use Sleep/Hibernate, don't leave anything open when using Sleep (thus the reboot has no obvious impact), don't care if it reboots during Sleep, don't realize it is rebooting or don't bother reporting it.

Simply put Sleep/Hibernate does not work on the SB, and apparently on the Pro 4 from what I have read. Not if you expect to start where you left off before the SB enters Sleep. We have to accept that this feature does not work. I don't know if it will ever get fixed on the SB. Maybe in SB2 or a later version of Windows 10, maybe not. If you decide to keep your SB my advice is for now close all your Apps and save all files and shut down the SB if you will be away from the SB for more than a coupe hours. Or expect to find a rebooted machine when you return.

Microsoft remains strangely silent. There is no way they cannot know about this or are unable to reproduce it. I have reproduced it easily on multiple SBs. I have to assume that they are aware of the problem and are unable to fix it yet, or won't fix it. That suggests (to me) that it might be a hardware problem that could result in an expensive recall. This isn't an accelerator pedal sticking type of problem so it won't get that kind of publicity or create serious liability. 

If there is a solution to this Sleep issue out there I haven't found it. I gladly welcome any suggestions.

Microsoft, if you are listening - I want to be happy with my SB purchase decision. There is much to like about this unique machine, but as we enter our seventh month from product release and simple functions like Sleep don't work reliably I cannot say I am a satisfied customer, yet. A little post-decision dissonance reduction would be helpful. :) 

All I can do now is remember to be far more careful when considering my next MS hardware purchase.

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You know what's funny dude I think their silence has something to do with Intel... All of a sudden Intel has ditched their Tick Tock production method and plan on adding an addition period were they further "improve" on their chipset architecture. This happened all of a sudden after the skylake APUs came about.

Every windows laptop with these later skylake-U processors are experiencing screen flickering and other power related/stability issues. The dell xps 13/15, lenovo yoga ect..... Im starting to wonder if Microsoft knows its a hardware issue and that they have to simply play it out kinda like how the xbox 360 RROD fiasco panned out. They wouldn't be able to fix a design flaw on Intel's side hence the ongoing 5+ months of unresolved issues. They haven't even fixed the sleeping issue. All they've done is removed it and replaced the sleep function for hibernation.

This reminds me of the Ford Pinto bs where Ford Motors payed out royalties to the affected family members who had the balls to sue instead of recalling all of the faulty vehicles and fixing the design flaw. One of my old college professors years back explained how it was cheaper for them to simply pay the individuals/family's off who were injured or experienced a death vs's recalling all the vehicles and fixing them.

If this indeed is a design fault on intel's side I won't be surprised is the same technique will be applied for this as after the 30 days you are basically stuck with it.

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Well its too late to return it as I got my original in December. Most these problems happened after the feb 17 update and I was perfectly happy with my device as I didn't have many issues. Looks like Microsoft is **** at fixing their own device running their own software. This is definitely the first and last time I will purchase a surface device.

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