Microsoft Surface 3 Randomly Shut down (Like Powercut) Need Help !

dealhunting007 on 24/11/2017 - 13:39

Hi All,

I have a surface 3, out of MS warranty but still have HN product care. The unit recently started shutting down itself randomly, it can be any app at any time I am working it just goes off. then have to turn it back on and starts working again. I sent to product care to get that checked but they said there is no issue found. Now i told them again with recorded proof of what happens, they are saying if i send it back to check and no fault found then i ll end up with the cost, even when i have proof of the issue experiencing which causes to lose my work when it suddenly goes off and i have to redo it.

Got the unit back, started doing again. Restored it to factory settings and it still does it randomly and does not leave any dump file as it just goes off instead of crashing. It also sometimes happen when I plug USB devices. I have checked syslogs but unable to find any error related to that.

Any idea how to investigate and do through device testing?

[Here is video link of how it goes off] (https://drive.google.com/open?id=1Eum2CH7YIm_CWa_PmcbGORSBBh…)

Computing

Comments

  • Djlegzy on 24/11/2017 - 13:54
    +1

    I would suggest backup all of your data and do a factory reset on the machine.

    This will put the computer under stress and cause the fault then they will have to fix it.

    • dealhunting007 on 24/11/2017 - 13:59

      Thanks. I have have factory reset couple of times. But after that when u start using it fault comes back

      • Djlegzy on 24/11/2017 - 14:02
        +1

        Work out a way you wan replicate the fault straight away.
        take it back to Harvey Norman and speak with the Franchisee and show them the fault.
        Show them you have just done a factory reset.

        They will have to replace it then.

  • evol on 24/11/2017 - 14:16

    Had a very similar problem with a Surface Pro 3 at my workplace. We suspected the issue was with the battery but were never able to 100% confirm it. Also very random and hard to replicate on demand like your issue.

    Eventually ended up sending it back to Microsoft under enterprise warranty. They're not the most reliable things - plenty of issues across our enterprise fleet.

    • dealhunting007 on 24/11/2017 - 14:22

      Unfortunately my MS warranty has expired and only HN one left. Is there any tool that can capture the logs/component performance so at least we can identify which part is causing issue. It might be motherboard/processor etc…

      • evol on 24/11/2017 - 14:47
        +1

        Have you checked the Application and System logs in Windows Event Viewer? Filter it for error and critical events and see if there's anything there.

        • dealhunting007 on 24/11/2017 - 15:35

          I did, cannot see anything error/warning that can show the issue at that time. Wondering if there is any software which can record performance of components and temperature etc….

  • Aussar on 24/11/2017 - 14:46

    I had an issue with mine shutting down randomly. Turns out it was the power supply. Ordered a new one and bam. Perfect.

    • dealhunting007 on 24/11/2017 - 15:22

      Mine happens even when power is not attached.

  • Ryanek on 24/11/2017 - 15:04
    +1

    Have you checked Event Viewer > Windows Logs > System ?

    Errors may indicate the problem.

  • iseenya on 24/11/2017 - 15:20
    +2

    While the Surface is off, remove the keyboard and use a fresh tissue to thoroughly clean the electrical contacts on the keyboard and tablet. Then replace the keyboard and restart.

    This simple fix has worked for me whenever I've encountered inexplicable Surface problems like OP's (also failure to start up and random system lock-ups). The keyboard/tablet contacts seem to be the weak link in the Surface system if (like me) you normally leave the keyboard attached all the time.

    • dealhunting007 on 24/11/2017 - 15:38

      Thanks. I will do that and test it with usb keyboard and see if issue occurs.

    • dealhunting007 on 25/11/2017 - 11:45

      Thanks alot. Seems like your idea did the trick. I used it without keyboard and it didn't shutdown. So cleaned the connectors and attached. It's been working ok so far.

  • OverburdenedWarrior on 24/11/2017 - 19:40

    Does the same issue occur if it's currently charging? I had a similar issue with an Asus T100. It'd cut off shortly after plugging anything in, or at random after reaching below 40% battery.

  • mick1 on 26/11/2017 - 11:56

    I had similar issue with my Surface 3 pro earlier this year. In my case it shut down a number of times randomly while I was working on it. Then one day it refused to boot (as if no power) even though battery was fully charged. Was still under MS warranty so contacted them and after I described issue to them they immediately agreed to replace without any further questions.
    While I was waiting for the shipping label to be emailed to me (takes 3 days) I tried repeatedly to boot as I did not have an up to date backup. After several attempts it did boot up and I completed the backup. About 2 mins later it died again (so remarkably lucky.)
    I work in IT and have a mate at MS, so asked him to investigate. He told me it's a known issue - in most cases it's a hardware issue involving a motherboard chip which controls power - chip fails causing the issue. (He also told me that some of the larger corporates have stopped buying the Surface now due to hardware issues.)
    I did google it at the time and found some discussion which confirmed the chip issue - but I remember it was not easy to find.
    If the keyboard contacts fix above works that's good - but it it continues to occur then maybe best to contact MS or HN asap on the basis it is a known issue.

    • dealhunting007 on 26/11/2017 - 18:11

      Thanks. Any known article published to share it with HN? They r not going to replace it without that. It may have to go worse or dead before they think to change.

      Sadly it's been 6 month out of MS warranty.

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