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Surface Pro 4 - Screen won't wake from sleep

Anonymous
2015-10-27T05:32:42+00:00

I received my Surface Pro 4 today and it worked fine. I put it on "sleep" for awhile, came back and turned it on. Once again it worked fine. I made an error and instead of putting it on "sleep" I  hit the power button to turn it off when I finished. Now it won't come on at all. The screen stays dark. If I push the power button I can see lights under the keyboard keys, then if I hit the power switch again they go off. But nothing happens to the screen no matter what I do. Has anyone else suffered from this?

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2016-08-19T19:27:34+00:00

    It works fine for me after the Anniversary Update to Windows 10 Pro (Version 1607). It no longer goes into a coma.

    I just traveled all week. Put my Surface Pro 4 (SP4) to sleep 10 to 20 times each day, and currently my task manager shows the up time to be 7:21:35:21 - 7 days! It is actually working the way I expected it to when I bought it!

    It was such a relief to not be scared to put it to sleep during meeting breaks to save battery when working with my Pen and OneNote. For the past 7 months I've had to have it on power when in meetings so that it wouldn't go into a coma. That was always so embarrassing.

    You can update to the latest version of Windows 10 by opening Settings > Update & security > Windows Update, and selecting Check for updates.

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  1. Barb Bowman 80,025 Reputation points MVP Volunteer Moderator
    2015-11-02T15:25:36+00:00

    First, MVP's and Community Moderator's are unpaid volunteers. We don't work for Microsoft. We are customers, just like you. My posts here do not represent Microsoft in any way. This particular reply is what *I* would do as a customer.  If I had a brand new Surface that starting locking up, I'd want to try a different hardware unit. That would be more satisfying than the frustration of telling someone to do a complete reset, reload Windows and see if the issues clear (bad software preload). My opinion is that with a brand new device out of the box, you should not have to reload the OS. But that's the path you'd need to follow. Exchange/return is most likely less painful for most people (and you CAN go to a physical Microsoft Retail Store if you are in the US for help/exchanges/returns).

    If it is a software/driver issue, Microsoft will eventually (hopefully) fix it. But there aren't many official responses here from the Surface support folks yet.

    You're right, this should not be happening on these new devices right out of the box.

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  2. Anonymous
    2015-11-02T17:22:06+00:00

    You can count my vote as someone that agrees that an MVP Insider response of "return and exchange", which I have seen you post here on multiple threads, is a completely unsatisfactory response from someone who, paid or unpaid, is supposedly here to help people experiencing concerns with their launch products.  Perhaps you should take a break from "helping" if this is the best you can do.

    FWIW, I agree with what you're saying, that customers should not have to do an OS reload right out of the box with a $900+ product, but I had to do that on my Surface Pro 4, and while it was annoying, it has so far resolved most of the problems I experienced with my new tablet computer (black screen/endless load upon starting, similar to the original poster).  I believe that the OS reinstall, and then the subsequent download of the 10/23/15 firmware update resolved this problem for me.

    The other issues I am experiencing which have not been resolved, and which I share with many of the posters here (screen changing colors in MS Edge browser, occasional speaker crackle and pop when opening programs, battery drain associated with Windows Hello), I am hoping will be resolved when driver and/or firmware updates are released in the near future.

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  3. Barb Bowman 80,025 Reputation points MVP Volunteer Moderator
    2015-11-02T17:44:35+00:00

    Joby,

    There are also the threads where I (and others) have tried to assist folks with how to download a recovery image, how to format the USB stick properly, and how to get the tablet reimaged. (And after going through that, same problem still occurs for some. So then they exchange and return and complain about the wasted time going through the attempted re-image. )

    I suppose we need a FAQ somewhere on how to make a decision on what to do with an out of the box SP4 or Surface Book that has issues. Then let people decide whether they want to invest the time in fixing themselves (if it IS fixable) or just return/exchange. (The issues you mention "The other issues I am experiencing which have not been resolved, and which I share with many of the posters here (screen changing colors in MS Edge browser, occasional speaker crackle and pop when opening programs, battery drain associated with Windows Hello) " hopefully WILL be fixed in software. Without requiring reloading the OS/image.

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  4. Anonymous
    2015-11-02T18:03:20+00:00

    Just FYI....I have since returned the tablet, and it had nothing to do with the response to my comment.  It is to let Microsoft and the rest of the companies know that we should not be there beta testers of hardware or software unless we sign up for it.  If a product isn't ready for release than it shouldn't be released PERIOD!  I was always told "One bad word of mouth is worse than 100 good!"

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