Surface abruptly shuts down when screen off or sleep

zbook · 14 Dec 2022

Most drivers are uninstalled using device manager.

Surface models may have something unique for installing and uninstalling drivers.

Open administrative command prompt and type or copy and paste:

dism /online /get-drivers /format:table

Post a share link into this thread using one drive, drop box, or google drive.

(I'm heading to bed soon)

https://learn.microsoft.com/en-us/wi...river-packages

https://learn.microsoft.com/en-us/wi...river-packages

Make sure that you have a replacement driver for the Realtek driver that is to be uninstalled before uninstalling it.

For device manager click view > show hidden devices > manually expand all rows

Only if you cannot find the driver entry then you can run this command:

pnputil /delete-driver oem184.inf /uninstall /force

Realtek USB 3.0 Card Reader USB\VID_045E&PID_0306\201209010309
6/19/2019 2:00:00 AM

frank10 · 16 Dec 2022

Ok, I did the 48 hours test

I uninstalled NordVPN SW
but the shutdown is stil there.

Idem for the Realtek driver...
During this test, normally it read SD card, but 2 times it unmounted.

Anyway I didn't have any BSOD.
But there is a worsening in the problem: now SOMETIMES (I got 2 times) it shutdown even with screen on and no before sleep:
I was not touching the Surface for about 1 minute and it suddenly shutdown itself with screen on... i.e. about 3:20PM today 16 Dec
But a lot more times, even when not touching it, it does not shutdown... (even if I fear everytime... and when I remember, often, I move at least the mouse...)

ListDrivers+querySettings:
WeTransfer - Send Large Files & Share Photos Online - Up to 2GB Free

zbook · 16 Dec 2022

For share links please use one drive, drop box, or google drive.

Please post a new querysettings and a new V2 into the newest post.

The WDV tool will be used to identify and replace misbehaving drivers.

Which method(s) did you use to uninstall or uninstall and reinstall drivers?
autoruns
device manager
pnputil
etc.

Please run and post images / share links:

https://support.microsoft.com/en-us/...0-1982eb16f7b5

frank10 · 16 Dec 2022

I unistalled the NordVPN prog with Control Panel Apps and uninstalled the Realtek driver with device manager as you told me.

driverList+querySettings_Dec16.7z - Google Drive

SURF7-(2022-12-16_18-18-36).zip - Google Drive

Surface abruptly shuts down when screen off or sleep-result2.png

Surface abruptly shuts down when screen off or sleep-result1.png

Surface abruptly shuts down when screen off or sleep-repaired.png

For the warning on plugged-in power, I think it expected I connected their proprietary connector/power supply, instead I was using (for 2 years) the power from USB-C: I think the Diagnostic toolkit doesn't expect this (but it should...). But instead, the battery status is correct and it's charging well also with USB-C...
EDIT
anyway I re-did the test without the usb-C hub+power and now it was all ok...

*******EDIT2*******
I test for shutdown with lid+sleep+3m --> it SEEMS it does not shutdown anymore!!
Anyway, for now, thank you!
I'll let you know if it's definitive: I hope so...
The Diagnostic toolkit seems to have repaired some files... when Windows update and repair did not! Good.

- - - Updated - - -

Sadly now it's like before...
But after the toolkit repair it lasted well after sleep, lot more than usual...

zbook · 16 Dec 2022

Report the timing of problems that are currently happening: during boot, immediately after boot, during regular use, during game playing, etc.

Does the computer function without problems when there are no connections to USB ports?

With WDV off were there any unexpected shutdowns and restarts or hangs or freezes?

Report any sleep / wake / hibernate problems.

1) Run:

https://www.tenforums.com/attachment...dump_files.bat

Post a share link into this thread using one drive, drop box, or google drive.

2) Make a new restore point.

3) If there were no performance problems including very slow boot please restart WDV with all customized tests except:
[ ] 0x00000004 Randomized low resources simulation.

If there is no immediate BSOD then open administrative command prompt and type or copy and paste:
verifier /querysettings

Post a share link into this thread using one drive, drop box, or google drive.

For any BSOD post a new V2 share link into the newest post.

frank10 · 17 Dec 2022

Actual situation:
no problem at boot/after boot,
no problem using it normally both on battery or plugged in
no problem with USB devices connected
no problem with WDV: no hangs, freezes or shutdowns different by the usual problem (the only problem I had with WDV after removing Realtek driver was 2x unmounted SD card)
once it seems it made correctly an hibernate, but now it does not because it directly shutdowns...
(anyway now I set all sleep, hibernate, shutdown, screen off to NEVER, I only leave close lid to sleep just to check faster if it still has the problem after 3m...)

THE PROBLEM:
the problem happens only when I don't use the pc for some time, no input from mouse/keyboard, even with screen on (variable time, even after 1m! but sometimes it lasts a lot more!)
and/or after I close the lid (faster if go to sleep mode on: generally after less than 3m, if I open before 3m, it is correctly in sleep, but no shutdown).
It happens both on battery (faster) or plugged in with USB-C power.
But if I have USB-C hub connected, with power
***EDIT also with external keyboard and mouse
AND HDMI out on external monitor, I NEVER had a shutdown, even if I leave the pc with no input.

So,
-) plugged in:
with HDMI out: NO
only power in: SHUTDOWN as above

-) on battery:
every time I don't give inputs for variable period of time, including closing lid, going to sleep etc: SHUTDOWN

LiveKernel Reports 2022-12-17 (07-51-49).zip - Google Drive

Now I'll test again with WDV as you wrote

zbook · 17 Dec 2022

See if turning off Windows fast startup makes any difference:

Turn On or Off Fast Startup in Windows 10

If the is no immediate BSOD running WDV with the latest customized tests then post a new querysettings.

frank10 · 17 Dec 2022

Turned off fast boot : not solved.

I started WDV and this time I have continuosly BSOD on boot!
Like this:

Surface abruptly shuts down when screen off or sleep-20221217_132953-01.jpg

I tried both verifier /reset and the other command from cmd on boot recovery, but no one let me boot correctly.
What should I do?

EDIT
I recovered the last w10 restore point, and now it's fine.
I don't post a V2log because I had to restore W10, so nothing new there..., also BSOD was at boot, not on Win loaded.

zbook · 17 Dec 2022

Please uninstall Virtual Box software.

Make a new restore point.

Plan to reinstall the software as needed later in this thread.

Then restart WDV with the same customized test settings.

If there is no immediate BSOD then post a new querysettings.

Oracle VM VirtualBox
Downloads – Oracle VM VirtualBox

frank10 · 17 Dec 2022

I don't find Virtual Box (I don't even remember I installed it, but it is possible I tried some virtual machine long time ago..., but maybe something related to Hyper-V)
It isn't in Control Panel --> Apps,
neither in 2 folder Program Files or in users roaming/local

Where should I find it, if any?