New Surface Pro Has a Hibernation Problem

New Surface Pro Has a Hibernation Problem

It looks like Microsoft has a new Surface reliability problem on its hands: According to hundreds of customers in its support forums, the new Surface Pro spontaneously shuts down, even when the device is in use.

Only a few readers have contacted me about this issue directly, and, to be fair, most of them were actually just curious if I had experienced the problem. I have not, and I used the new Surface Pro exclusively for a full week in The Netherlands, and in testing before and after that trip.

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So I’m going to guess that this problem doesn’t impact all Surface Pros. But then that’s what makes reliability issues like this so painful: You never know what you’re going to get. With the infamous Skylake-based problems in Surface Pro 4 and Surface Book, one’s results were equally sporadic, with some people having nothing but problems and others reporting problem-free usage. (I had issues with all three Surface Books I tested, but my Surface Pro 4 never had any issues.)

Anyway, as Woody Leonhard and others have reported before me, the new Surface Pro is suffering from a number of complaints in Microsoft’s support forums.

“For some reason, my new Surface is shutting off randomly,” one user reported. “I check the setting and a few other things but [it] still randomly turns off without warning. I’m losing some of my school work because of it.”

To date, almost 300 people have confirmed that they’re seeing the same problem. But according to Microsoft, the Surface Pros are hibernating, not shutting down. That should at least help with data loss.

“We are aware of a small group of customers reporting a scenario with their new Surface Pro in which the device inadvertently hibernates,” a Microsoft statement notes. “We are investigating this issue.”

Microsoft MVP Barb Bowman recommends that customers who experience this issue return the device now, while it’s new. And she’s got a point: Microsoft hasn’t exactly done a great job fixing previous Surface issues.

“It has historically taken Microsoft months and months to identify issues and come out with a fix,” she writes. “[If you don’t exchange the device now] 6 months down the road, Microsoft will exchange for a refurb if they determine it is a hardware issue and the quality of the refurbs has not been consistent.”

“These devices should just work properly out of the box,” she adds. I can’t agree more.

 

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Conversation 90 comments

  • chrisrut

    Premium Member
    07 July, 2017 - 10:33 am

    <p>Oh for cryin' out loud…</p>

    • bbold

      07 July, 2017 - 8:14 pm

      <blockquote><a href="#136768"><em>In reply to chrisrut:</em></a></blockquote><p>:D Hey, off topic question, how do we turn off email notifications of posts we write on, its filling up my inbox junk folder constantly.</p>

      • gmanny

        11 July, 2017 - 6:23 pm

        <blockquote><a href="#138335"><em>In reply to bbold:</em></a></blockquote><p>Bell icon below and to the right of the "new comment" box.</p>

  • bbold

    07 July, 2017 - 10:35 am

    <p>Using base model new Surface Pro (2017) Core M model and loving it. It's not unnecessarily shutting down, but I presume a firmware update could fix this (similar to issues I had with my base model Surface Book, though, as I recall.) I'm sure this is an issue similar to hot bag issue that doesn't affect all users. If I had the issue, I'd def get a replacement or return it and then but another unit, as this doesn't seem to be a widespread issue. Problem solved!</p>

    • dstrauss

      07 July, 2017 - 1:58 pm

      <blockquote><a href="#136771"><em>In reply to bbold:</em></a><em> </em>But that is EXACTLY the point. Every Surface tablet and the Surface Book dropped with some sort of power related issue, every one, especially sleep management issues, so by now you would think they would release one that works out of the box.</blockquote><p><br></p>

      • bbold

        07 July, 2017 - 8:02 pm

        <blockquote><a href="#137014"><em>In reply to dstrauss:</em></a></blockquote><p>The power related issues weren't with the devices themselves, but with new Intel drivers not being up to par. You're being a little dramatic. This hibernation issue is not the same as the widespread Intel issue with SP4 and SB's initial launch. The hibernation issue isn't affecting everyone, so it was not forseen, I'm sure MS will fix it as soon as possible with updates. The former Intel driver issues (hotbag, etc) must've been known about before they released the Surface Book to the masses.</p>

        • dstrauss

          13 July, 2017 - 9:07 am

          <blockquote><a href="#138315"><em>In reply to bbold:</em></a></blockquote><p>I beg to differ (about being a drama queen). Microsoft still has not released a device, nor a version of Windows 10, that can do what Panay claims it has been doing since Surface Pro 4 – close the lid (keyboard) and you don't lose a drop of battery. You've been able to do that with Mac's since at least the MacBook Air 2013, and the excuse has always been – "but Apple controls the software AND the hardware" – well that excuse is gone now, but the problem isn't.</p>

  • wolters

    Premium Member
    07 July, 2017 - 10:48 am

    <p>I hate to hear that. I've learned to live with my Surface Book "hot bag." It never resolved for me and I believe it has a lot to do with the "fulcrum hinge," In most cases, it will sleep if I set it flat on a table when done. If I put in a bag, it tends to stay awake. </p>

    • lvthunder

      Premium Member
      07 July, 2017 - 11:26 am

      <blockquote><a href="#136895"><em>In reply to wolters:</em></a></blockquote><p>I wonder if you try a different bag if that would fix it.</p>

      • wolters

        Premium Member
        07 July, 2017 - 1:22 pm

        <blockquote><a href="#136943"><em>In reply to lvthunder:</em></a></blockquote><p>Love it. 🙂 </p>

        • Polycrastinator

          07 July, 2017 - 1:59 pm

          <blockquote><a href="#136995"><em>In reply to wolters:</em></a></blockquote><p>I've noticed since the Creator's Update, I've needed to long press the power button to wake my SB for a second or two. I wonder if this was an attempt at fixing this issue?</p>

          • wolters

            Premium Member
            07 July, 2017 - 2:49 pm

            <blockquote><a href="#137016"><em>In reply to Polycrastinator:</em></a></blockquote><p>Same here whereas touching the keys or touchpad used to wake it, now I have to press the power button. I've reported it to the feedback hub. </p>

    • bbold

      07 July, 2017 - 8:12 pm

      <blockquote><a href="#136895"><em>In reply to wolters:</em></a></blockquote><p>That's because your bag or sleeve or whatever is hitting the power button, most likely. Happened to me, too. Once I realized that, I always made sure to put the laptop "power button" up and with room to move and since then I've never had the issue. It's mostly because of the external buttons and design, as well as the 'connected standby' mode, which is faulty at best. I hope they move the power button to the inside on next revision, or hidden by a latch, that would be ideal for a laptop that you can take off and use, it needs to have its own power button. Logistical planning and such.</p>

  • jaredthegeek

    Premium Member
    07 July, 2017 - 10:50 am

    <p>Shouldn't we be concerned if it did not have a hibernation issue? Has MS delivered a Surface product that does not have a hibernation issue.</p>

  • rider2040

    07 July, 2017 - 11:02 am

    <p>I bought my Surface Pro on June 20. If this problem isn't fixed via software update before July 20, I'll return it. My other issue, is that if me Surface goes to sleep while plugged into the dock or directly to an external monitor, it will fail to resume properly and needs to be unplugged to get the display to work.The problem is that I already repurposed my old laptop and I'll be forced to go buy something else. I really love the Surface Pro, but stability and reliability are not acceptable for a $2000 setup (i7 Surface, Keyboard, Dock).</p>

    • pbeiler1

      Premium Member
      07 July, 2017 - 12:03 pm

      <blockquote><a href="#136906"><em>In reply to rider2040:</em></a></blockquote><p>I have the same thing. The problem started when the last update was applied, kb022716. It looks like that release is no longer available thru the update but it is still showing up through Intune. </p>

    • Darmok N Jalad

      07 July, 2017 - 1:17 pm

      <blockquote><a href="#136906"><em>In reply to rider2040:</em></a></blockquote><p>I tried my fair share of MS devices over the years. What is sad is that I have had better luck running Windows on non-MS hardware than I ever have on MS hardware. Band, Surface, heck, even Xbox and associated peripherals–odd physical or software issues. After going through a few Band 2s in less than 6 months, I decided to not go with any more MS products. I like their warranty service, but sadly I've had to use it multiple times. </p>

  • Tony Barrett

    07 July, 2017 - 11:04 am

    <p>New Surface, same old problems. Reliability issues have plagued all SP's and SB's. There will be more issues, I'm sure.</p>

    • LocalPCGuy

      07 July, 2017 - 2:58 pm

      <blockquote><a href="#136908"><em>In reply to ghostrider:</em></a></blockquote><p>True. But the ones that run without issue are awesome machines. </p>

  • ToddKlindt

    Premium Member
    07 July, 2017 - 11:07 am

    <p>This kind of issue is exactly why I didn't buy a Surface Pro 4. Not knowing whether you're going to have these kinds of problems on devices that cost as much as these do does not work for me. </p>

    • bbold

      07 July, 2017 - 8:04 pm

      <blockquote><a href="#136911"><em>In reply to Todd Klindt:</em></a></blockquote><p>This issue in particular, as Paul stated, is being experienced by a small number of users, so far. I wouldn't condemn the whole line because of this, that's being a little dramatic. But, to each his own. I'm happier than I could be with my Surface devices and they have never let me down.</p>

  • nbplopes

    07 July, 2017 - 11:08 am

    <p>I agree that devices should just work out of the box. Most the stuff I use does. Still I think its not uncommon to find products releases with one problem or another that good companies, fix quickly, sometimes in a week or so, at most a month. Companies not so good take months, if they ever fix it.</p><p><br></p><p>From a quality perspective the only concerns I would voice here are:</p><p><br></p><ul><li>Issues in this category are recurrent in the Surface line since inception. I had similar issues with SP2 and SP3. I saw reports of similar issues with SP4, Surface Book … and now Surface Pro 5. I stress the word similar as in the same category. </li><li>MS usually takes quite a long time to resoled these issues entirely. SP3 as I remember took them around 6 months to get the Surface power state in order. For instance, my SP3 just went dark one day while I was working and would not boot up. Got replaced with a refurb that worked more or less in this context.</li></ul><p><br></p><p>Hopefully the users that bought the SP5 will not have to go through what I went. Especially to ones who bough the highest end units as I did.</p><p><br></p><p>Cheers.</p>

  • Waethorn

    07 July, 2017 - 11:13 am

    <p>"<span style="color: rgb(0, 0, 0);">Microsoft MVP Barb Bowman recommends that customers who experience this issue return the device now, while it’s new."</span></p><p><br></p><p><span style="color: rgb(0, 0, 0);">And now Microsoft's own representatives are telling you not to use Microsoft products.</span></p><p><br></p><p><span style="color: rgb(0, 0, 0);">After Microsoft lays off their sales team, and their internal software testers….</span></p><p><br></p><p><span style="color: rgb(0, 0, 0);">Classic.</span></p><p><br></p><p><span style="color: rgb(0, 0, 0);">Can this get any funnier?</span></p><p><br></p><p>Where does the Wow go now?</p>

    • nbplopes

      07 July, 2017 - 11:19 am

      <blockquote><a href="#136927"><em>In reply to Waethorn:</em></a></blockquote><p><br></p><p>An MVP is not a MS representative by any means. </p><p><br></p><p>Its an award given by MS to people that are influential in their tech. That is all.</p><p><br></p><p>But It seams that Barb its not only a MVP. She is also a MS employee working in the company official support forums.</p><p><br></p><p>Cheers.</p>

      • Waethorn

        07 July, 2017 - 11:36 am

        <blockquote><a href="#136931"><em>In reply to nbplopes:</em></a></blockquote><p>An MVP is MOST DEFINITELY a representative of Microsoft. MVP's speak for Microsoft on support issues, and are mandated by them to put "hours" into community support. Microsoft gives them an MVP designation BECAUSE OF THAT. They are Microsoft's unpaid support channel and brand advocates.</p>

        • SvenJ

          07 July, 2017 - 12:22 pm

          <blockquote><a href="#136950"><em>In reply to Waethorn:</em></a> No, you are wrong. I am also an MVP and have been since 2003, in the mobile spaces. As was noted, it is an award for past performance, with no stipulation for any future performance. We have no obligation to continue doing whatever got us the designation. Not doing so will likely not get you re-awarded, but that is the individual's choice. </blockquote><blockquote>I (We) do not speak for MS, in any capacity. During the award period, the year following the year for which you were awarded, there are some benefits, which are subject to NDA. Not that what the benefits are under NDA, but you are afforded some access to information that is under NDA. You can decline the NDA, and not take advantage of those benefits, but that does not invalidate the award.</blockquote><blockquote>It's like father of the year. You are awarded for what you did last year, not for what they expect of you this coming year. Typically a good dad will continue to be a good dad. An MVP typically enjoys doing what got him awarded, and will continue to do that. </blockquote><blockquote>MS employees are not eligible to be awarded MVP, and those that accept a position at MS are removed from the program. Barb Bowman may have some professional relationship with MS, but she is not an employee.</blockquote><p><br></p>

          • Waethorn

            07 July, 2017 - 12:33 pm

            <blockquote><a href="#136977"><em>In reply to SvenJ:</em></a></blockquote><p>I never said anything about future commitments. I stated that people that put in hours in community support are recognized, but it's still a mandate to have so many recognized solutions offered and/or comments marked "helpful" to be recognized.</p><p><br></p><p>Much of Microsoft's support is just "community support", and that's delegated almost completely to MVP's.</p>

            • Noteadviser

              13 July, 2017 - 4:10 am

              <blockquote><a href="#136980"><em>In reply to Waethorn:</em></a></blockquote><blockquote><em>"</em>Much of Microsoft's support is just "community support", and that's delegated almost completely to MVP's.<em>"</em></blockquote><blockquote><br></blockquote><blockquote><em>I could not disagree more ! Being a Microsoft MVP means you have technical skills, and you spend time, as a hobby, to share these skills through Blog, Conference (speaker)… and social media presence (Microsoft forum being one of them). As far as I am concerned, I don't spend much time in the Microsoft Community forum. In contrast, writing a blog post (with all the underlying "research" upfront) takes hours.</em></blockquote><blockquote><br></blockquote><blockquote><em>Sure, it's a pity that the technical support is mostly done by volunteer (most of them are not MVP by the way…)…</em></blockquote><p><br></p>

              • Waethorn

                13 July, 2017 - 12:40 pm

                <blockquote><a href="#144212"><em>In reply to Noteadviser:</em></a></blockquote><p>MVP's get to approve comments marked as solutions. Volunteers don't.</p>

                • SvenJ

                  13 July, 2017 - 12:47 pm

                  <blockquote><a href="#144421"><em>In reply to Waethorn:</em></a> Once again, no they don't. Moderators are empowered to mark solutions. There is an overlap between MVPs and Moderators, but one does not imply the other. MVPs are by default, volunteers. There are both employed and volunteer moderators, and there are lots of participants that answer questions as well. </blockquote><blockquote>As a matter of fact, doing a good job providing solutions as a basic participant, which is voluntary, goes a long way to your being recognized and awarded MVP. It may also have resulted in your being offered moderator status. Those are different designations, determined by different groups.</blockquote><p><br></p>

                • Waethorn

                  13 July, 2017 - 1:17 pm

                  <blockquote><a href="#144428"><em>In reply to SvenJ:</em></a></blockquote><p>I don't recall ever seeing any solutions marked as such until an MVP or employee engages in the topic.</p>

                • SvenJ

                  13 July, 2017 - 1:30 pm

                  <blockquote><a href="#144462"><em>In reply to Waethorn:</em></a> They are marked as solutions by a Moderator, employee or volunteer. That volunteer may or may not be an MVP. That is not what allows the elevated privileges. I am a moderator in the mobile forums. I was an MVP well before that, and did not have moderator privileges based on that. Moderator is by invite and requires training attendance. It stands to reason that those that have been awarded MVP, are also likely to be offered moderator rights, but they are not equivalents. It is forum moderators that can mark posts as answers, move posts, combine, split, typical forum moderator permissions.</blockquote><blockquote><br></blockquote><blockquote>Once again, MVP is an award based on past performance, like an Oscar. It does not require or imply any further expectation. Moderator is a volunteer position that expects future performance, in that you get elevated permissions that allow you to do things in the future. </blockquote><p><br></p>

                • Waethorn

                  13 July, 2017 - 1:33 pm

                  <blockquote><a href="#144473"><em>In reply to SvenJ:</em></a></blockquote><p>Still, the number of forum posts marked with a solution that don't involve an MVP are few and far between.</p>

                • SvenJ

                  13 July, 2017 - 2:08 pm

                  <blockquote><a href="#144476"><em>In reply to Waethorn:</em></a> Not sure what the point is anymore. MVPs do not get to mark posts as answers, moderators do. Being awarded MVP does not automatically make you a moderator.</blockquote><p><br></p>

    • lvthunder

      Premium Member
      07 July, 2017 - 11:30 am

      <blockquote><a href="#136927"><em>In reply to Waethorn:</em></a></blockquote><p>I took that to mean exchange it for a new one. I have heard of Apple wanting devices like this back so they can send them back to headquarters to figure out the issue.</p>

    • Stooks

      07 July, 2017 - 11:37 am

      <blockquote><a href="#136927"><em>In reply to Waethorn:</em></a></blockquote><p>All companies give the "return the device" answer when they don't have an immediate fix. Apple does this all the time. It is a standard customer service reply.</p>

      • Waethorn

        07 July, 2017 - 11:53 am

        <blockquote><a href="#136951"><em>In reply to Stooks:</em></a></blockquote><p>Right. But we're not talking about Apple here – we're talking about Microsoft, who has always positioned these devices as models for other OEM's. Showpieces. Except they don't work. It's form over functionality. This is another point where Microsoft has no right to try to duplicate what Apple does because they have a bigger ecosystem of hardware partners that are trying to replicate their successes. When it results in Microsoft's failure to make something worth looking up to, it's a sad state of affairs.</p>

        • lwetzel

          Premium Member
          07 July, 2017 - 12:04 pm

          <blockquote><a href="#136958"><em>In reply to Waethorn:</em></a></blockquote><p>Don't buy one. You have that vote.</p>

          • Waethorn

            07 July, 2017 - 12:34 pm

            <blockquote><a href="#136966"><em>In reply to lwetzel:</em></a></blockquote><p>Heh. I'm not. </p>

        • lvthunder

          Premium Member
          07 July, 2017 - 12:05 pm

          <blockquote><a href="#136958"><em>In reply to Waethorn:</em></a></blockquote><p>No it's some of them don't work. Get it straight. Some of them do work just fine.</p>

          • Waethorn

            07 July, 2017 - 12:35 pm

            <blockquote><a href="#136967"><em>In reply to lvthunder:</em></a></blockquote><p>It's only "some of them don't work" until Microsoft issues a software fix or a recall. Then it's clear that all of them are affected. Whether a user notices or not isn't any indication of that.</p>

  • rameshthanikodi

    07 July, 2017 - 11:22 am

    <p>Hard Computer Science Problem ™</p>

  • SvenJ

    07 July, 2017 - 11:24 am

    <p>I understand power management is a hard computer science problem 😉 Are these all stock OSs? I have some random shutdown issues with my insider devices. (None SP4)</p>

  • Waethorn

    07 July, 2017 - 11:39 am

    <p>Just a quick question:</p><p><br></p><p>Has there been any good news about Microsoft in the last couple of weeks?</p>

    • hrlngrv

      Premium Member
      07 July, 2017 - 2:57 pm

      <p><a href="#136952"><em>In reply to Waethorn:</em></a></p><p>The French decided Windows 10 no longer has privacy issue.</p><p>. . . thinking . . . thinking . . . nope, I got nothin' else.</p>

      • Waethorn

        07 July, 2017 - 5:04 pm

        <blockquote><a href="#137039"><em>In reply to hrlngrv:</em></a></blockquote><p>In my book, eliminating a negative doesn't equate to a positive. It's a zero-sum.</p>

        • hrlngrv

          Premium Member
          07 July, 2017 - 5:16 pm

          <p><a href="#137472"><em>In reply to Waethorn:</em></a></p><p>Well, it ain't BAD news. Doesn't closest thing to good news get me partial credit?</p>

          • Waethorn

            07 July, 2017 - 5:39 pm

            <blockquote><a href="#137570"><em>In reply to hrlngrv:</em></a></blockquote><p>Let's call it a "conditional pass".</p>

  • glenn8878

    07 July, 2017 - 11:45 am

    <p>They are not repairable so why bother. This is not good for Microsoft. </p>

    • lvthunder

      Premium Member
      07 July, 2017 - 12:03 pm

      <blockquote><a href="#136953"><em>In reply to glenn8878:</em></a></blockquote><p>So they can fix the issue and stop cranking out bad ones.</p>

      • glenn8878

        07 July, 2017 - 1:58 pm

        <blockquote><a href="#136965"><em>In reply to lvthunder:</em></a></blockquote><p>5th Generation crap?</p>

  • barry505

    07 July, 2017 - 12:07 pm

    <p>Big surprise.</p>

  • hrlngrv

    Premium Member
    07 July, 2017 - 12:13 pm

    <p>Premium hardware, premium software, customers as testers. What could go wrong?</p>

  • Smidgerine

    Premium Member
    07 July, 2017 - 12:16 pm

    <p>This just seems like brand new hardware issues. Apple has it with new iPhone releases too. If you don't want to have these problems, wait a month or so and then buy. Right now, this seems like no big deal to me.</p>

    • Dan

      07 July, 2017 - 2:04 pm

      <blockquote><a href="#136972"><em>In reply to Smidgerine:</em></a></blockquote><p>When you sell over 100m phones in a year a few will have problems. MS sells 99m less surfaces.</p>

  • alf

    07 July, 2017 - 1:01 pm

    <p>Windows PCs have had hibernation problems forever. Macs rarely have that issue, but constantly have issues with seeing other computers (PCs) on the network Pick a pill and take your poison. ;)</p><p><br></p><p>I remember a period of about 10-12 years where Windows PCs couldn't get a USB port to work to save their lives. I don't know why Windows can't handle things like that, but it's a long-standing trend.</p>

    • alf

      07 July, 2017 - 1:10 pm

      <p>Down vote? For what?</p><p><br></p>

      • Dan

        07 July, 2017 - 2:03 pm

        <blockquote><a href="#136993"><em>In reply to alf:</em></a></blockquote><p>I'll give you an upvote to balance it out :)</p>

  • Jaxidian

    07 July, 2017 - 1:06 pm

    <p>Microsoft seems to be nailing the hard issues these days but screwing up what seems to have been "solved problems" a decade ago. :-/</p>

  • dcdevito

    07 July, 2017 - 1:24 pm

    <p>Windows laptops usually do. Thays why I keep it on a desktop, runs perfectly. I use a Chromebook if I need a laptop </p>

  • fanchettes

    07 July, 2017 - 1:48 pm

    <p>This is my issue with MSFT in a nutshell. I've become a stark raving fan of my SP3 – cannot imagine what I'd do without it. But my initial experience with the device was terrible. This is actually my third SP3 because the first 2 were defective and had to be returned. The upgrade to W10 gave me the hot bag issue, but once they ironed out those problems W10 has really brought out the power of my SP3. Its their MO – they <em>eventually </em> get things right but their fans have to suffer in the interim. Unfortunately most people won't get past the initial disappointments. </p>

  • MutualCore

    07 July, 2017 - 3:17 pm

    <p>At what point do people say 'enough' and just switch to Macs?</p>

  • Jurjen Kranenborg

    07 July, 2017 - 3:42 pm

    <p>The issue has recently started to happen to me as well, but this is a Surface 3 (also: a two-year old non-Pro model). I cannot pinpoint exactly when it started to happen, but incidentally (say once a week) it occurred. I have also experienced a few lock-ups that forced me to shut down my S3 by keeping the power button pressed for ten seconds. So maybe this is a software issue, not a hardware one. These small things aside, my S3 is running flawlessly and is my constant companion …</p>

  • SDreamer

    07 July, 2017 - 5:22 pm

    <p>Solution. iPad Pro, for most people anyways, and that's what I did, but I have a Mac Mini for backup for those "desktop needs." Noticed yesterday my Surface Pro 3 would just shut off without warning, had 100% batter, then wham. Thought this was fixed before, but apparently not. It's just typical Microsoft though, overpromise, under deliver.</p>

    • Darmok N Jalad

      07 July, 2017 - 6:10 pm

      <blockquote><a href="#137645"><em>In reply to SDreamer:</em></a></blockquote><p>Yeah, the iPad is pretty darn stable. For the criticism of what it can't do, one thing it can do very well is sleep and wake, and when it sleeps, it uses virtually zero battery. I can usually get most of a week of casual evening use (1-2 hrs/day) without needing to plug in. I just might go with the Pro model in the next few months and see just how exclusive I can use it. My Air 2 can do virtually everything I need these days, including printing. </p>

  • tbsteph

    07 July, 2017 - 7:51 pm

    <p>Buying a MS product seems to be a modern form of Russian Roulette.</p>

  • RobertJasiek

    08 July, 2017 - 1:22 am

    <p>Missing matte display, repairability and guaranteed battery exchange for 7 years at a reasonable price have prevented me from buying a Surface Pro 5 but now the hibernation Russian Roulette is another decisive factor. That a device just works is an absolute requirement. I skipped Skylake because of that. Even a low probability of being affected is too large. Work simply cannot rely on uncertainty. Every other manufacturer gets Kabylake firmware and hardware assembly right so Microsoft must learn this immediately (and not by abandoning workers). Skipping the 5 and just speaking of "the" Surface Pro has been premature (and stupid anyway) as we do not have the always working product Microsoft dreams of. Sad.</p>

  • JC

    08 July, 2017 - 1:39 am

    <p>lol… I suppose that's what you get when you buy a premium device from MS. Hahaha…</p>

  • bxlewi1

    08 July, 2017 - 10:06 am

    <p>I suffered through the SkyLake fiasco, but gave MS the benefit of the doubt with the KabyLake iteration. Sold the SP4 and spent a week with the new surface.</p><p><br></p><p>Then I returned it.</p><p><br></p><p>It's a sad commentary on MS when they ship hardware with such broken fundamentals. With the SP4, the constant refrain was 'Intel keeps giving us bad drivers'. After one and a half years with the SP4 prior to selling it, I can tell you that there is no use hoping for a solution. If it's not behaving as it should OUT OF THE BOX, return it and move on.</p><p><br></p><p>Sometimes the only way to win is not to play…</p>

  • Darmok N Jalad

    08 July, 2017 - 2:18 pm

    <p>Does the good ol "powercfg.exe /h off" help? Personally, I never cared much for hibernate. It seems like a bad solution for power management, especially now that SSDs are fairly common. It's not like you can trust it with unsaved data anyway, so why not make a save system state upon shutdown instead?</p>

    • hrlngrv

      Premium Member
      08 July, 2017 - 5:25 pm

      <p><a href="#139239"><em>In reply to Darmok N Jalad:</em></a></p><p>Hmmm. As described, the problem is that new Surface Pros hibernate at random. Maybe there's a firmware glitch which makes it appear battery is extremely low (wild guess, but consistent with problem description and how Windows power management works). If so, and if hibernation were disabled, would Windows keep running until the system had an uncontrolled shutdown due to lack of power, suspend/sleep instead (and still use battery), or would Windows try to protect itself and perform a full controlled shutdown guaranteed to lose any modifications in open files.</p><p>For everyone it'd be better to fix this glitch. However, until it's fixed, I figure hibernate is a much better way to handle this than any alternative.</p>

      • Darmok N Jalad

        08 July, 2017 - 7:59 pm

        <blockquote><a href="#139418"><em>In reply to hrlngrv:</em></a></blockquote><p>It's not like Windows can't handle being improperly shut down, as power failures on desktops have been a possibility forever. And does Windows sleep so poorly that a lack of hibernation drastically cut into standby battery life? It's a genuine question, cause something like an iPad can sleep for multiple days without running out of power, and no apps seem to have the ability to pull it out of suspend for any length of time to kill the battery. </p>

        • hrlngrv

          Premium Member
          08 July, 2017 - 8:46 pm

          <p><a href="#139521"><em>In reply to Darmok N Jalad:</em></a></p><p>My intended point was more that IF this were due to a glitch in reporting remaining battery power to Windows, then hibernation is almost certainly better than all the alternatives MSFT could choose for how Windows should react to very low battery power alerts.</p>

          • Darmok N Jalad

            09 July, 2017 - 8:10 am

            <blockquote><a href="#139563"><em>In reply to hrlngrv:</em></a></blockquote><p>I see what your saying now. That's a good point. </p>

  • Lewk

    Premium Member
    09 July, 2017 - 1:42 am

    <p>This has been happening to my Surface Pro 3 for over a year now. I think it's Windows 10 itself and not the hardware.</p>

    • robincapper

      09 July, 2017 - 5:32 pm

      <blockquote><a href="#139680"><em>In reply to Lewk:</em></a></blockquote><p>Same on an old Samsung ATIV i5</p>

    • gmanny

      11 July, 2017 - 6:17 pm

      <blockquote><a href="#139680"><em>In reply to Lewk:</em></a></blockquote><p>I've got almost the same issue: SP3 hibernates&nbsp;at random intervals (sometimes minutes) after entering sleep mode when not plugged in, even though it's supposed to be hibernating after 4 hours.</p>

  • pesos

    Premium Member
    12 July, 2017 - 3:58 am

    <p>First thing I do on any machine or rebuild is powercfg -h off</p><p><br></p><p>Hibernation is the deeevviiilllllll!</p><p><br></p><p>New SP has been fantastic so far (knock on wood) – battery life on my SP4 was awful (not to mention the first 3-4 months of using it were horrible due to skylake nastiness).</p>

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