Well I ordered my Surface Pro shortly after it launched. In February of 2013 I took a gamble and spent over $1000 for a tablet. It was a good solid tablet for a little while. It had its quirks, but overall it was a solid machine….
Until Windows 8.1 came about.
But 8.1 was supposed to fix all the problems with Windows 8?!?! It did, but for the Surface Pro it introduced a bug that would cause some serious issues. It started out quietly, not really noticing it much. The Surface would go to sleep, or so I thought. When I powered it back on, it would do a full boot up like it had been shut down. Ok, weird, but I can live it. Well then one time I put it to sleep, and it woke up, and spent the next 45 minutes or so sitting cooped up in my backpack. When I realized what was going on, the surface of the Surface was too hot to touch, and would not power on. Once I got it cooled down, I used the volume up and power button combo to bring it back to life.
But it doesn’t stop there! Over the course of a few months, the Surface would randomly restart when using the touch keyboard. If you moved it just right, disconnected, or reconnected it, it would randomly restart. No warning, no nothing. This started to get frustrating when I was out on job sites trying to work. As an IT guy when your stuff doesn’t work when you’re working for a client, they tend to doubt your abilities. Not a good thing at all!
So after enduring this for a few months, I said enough is enough. I went to the Microsoft store in the Galleria, and they were generous enough to spot me a brand new Surface Pro. Still a first generation, but I was happy with the exchange and went on my way. Not but a few days later, the restarts persisted… Now the first round through mind you I reformatted and tried everything I could to get the restarts to stop, but I found nothing. So I did some googling and found others that were having the same problem, so at least I was not alone.
I tweeted the Surface account to see if they had any ideas, but got nowhere. They recommended contacting support. So I contacted support and they were like we’ll give you another one… I’m like hold up wait a minute. I just got a brand new one and it has the same problem… We chatted for a bit and decided that it would be best to go back to the store and have them look at it.
So I took half a day and went back to the store. Sat down with one of the guys at the Answers desk and we started discussing my problem. The first 10 minutes or so he was skeptical because he couldn’t replicated it. I told him to remove and reattach the keyboard a few times and low and behold it rebooted. I told him I noticed the reddish light flashing when it did the reboot, so he knew then there was a problem. About five minutes later it did the restart again without him even doing anything. So he did a search in their “tech forums,” and found several others that had the same problem, but were unable to find a resolution.
So I’m at a loss, I need a portable computer that I can depend on as an IT guy. Yet the device I have has no fix for this issue, and I use it on a daily basis. The guys at the store offered to let me upgrade for the price difference of the Surface I had and the Surface Pro 2 which doesn’t have the problem as far as I can tell. Reluctantly I accepted as I need something for work. I’m writing this up to chronicle what I’ve done as to help others in their quest because I know I’m not alone.
Here are the steps that I have personally taken, with no avail.
- Reinstall Windows
- Uninstall touch keyboard driver then reboot Windows
- Uninstall and delete touch keyboard driver then reboot Windows
- Install secure boot keys from bios
- Replaced device
- Tried different keyboard
Others have suggested things and have not found a solution yet. Keep an eye on this thread for information. If I hear anything I’ll post. The guy at the MS store wanted me to stay in touch so I may visit him in a week or so to see if there has been a resolution.