Microsoft surface RT not waking up.

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mattwnz

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#137893 12-Dec-2013 15:30

I have had a microsoft surface for about two weeks. However during that time I have had problems waking it up after it hasn't been used for a few hours .

I have done all the updates and running 8.1. Normally when it goes to sleep, pressing the windows capacitive button should wake it up immediately. However usally I have to press it and hold it for a second 2 or 3 times, before it will wake up.

Then other times it fails to wake up at all, even though the button does vibrate to show that it is on. So the button vibrates but the screen remains black. Pressing the on and off button at the top of the tablet also does nothing. When that happens, the only option I have is to do a reset, when involves holding the top button down for 10 seconds and then pressing it twice again, which will bring up the surface loading screen. I have had to do this about 5 times since I first got it, which is annoying.

It has had these problems ever since I got it, but I thought it may just be an updating thing, after a windwos update or something. The battery is also at least half full when this happens. There is nothing in the help documentation about this, although there are other owners who have reported this same problem.

I am not sure if I should return it to the shop, as it isn't performing properly, although I think it is a windows software problem that is causing the waking problem. It is running the windows rt version, so the power settings are just the default ones that came with it

I am used to an ipad2 where pressing the button, it just works. The battery life also hasn't been great compared to the ipad, I am lucky to get a day out of it, when the ipad 2 lasts for 2-3 days with the same amount of use. Anyone got any suggestions. I don't have any probelms with the surface once I am able to get it going.

nathan

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#951068 12-Dec-2013 16:19

were you ever on the 8.1 Public Preview builds? or upgraded straight from 8 - 8.1?

mattwnz

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#951199 12-Dec-2013 20:10

nathan: were you ever on the 8.1 Public Preview builds? or upgraded straight from 8 - 8.1?

Straight from 8 from a brand new surface. I believe it automatically installed all the windows 8 security updates first, which then allowed me to see and upgrade to 8.1 final from the store.

nitrotech

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#951207 12-Dec-2013 20:23

Mine does the same - must be (another) bug

mattwnz

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#951208 12-Dec-2013 20:23

I should note that I did see that there was a firmware upgrade yesterday, but it doesn't appear to have fixed this problem as it is still doing the same thing. But as the button is still vibrating, but the the tablet not waking up, I am guessing it is software vs hardware related, which means that only a software patch may fix it. I am also not using it with the touch keyboard, so solely using it as a tablet. So can't test whether opening the cover will wake it up or not.

mattwnz

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#956693 23-Dec-2013 20:11

It is still doing this, have to do a hard reset every couple of days as it just won't start/wake. From the event log, I can see the following error after restarting The previous system shutdown at [date / time] was unexpected. So looks like it is either a power problem with the surface, or something with the software. The problem is that it isn' the sort of problem that is easy to show the retailer, and they probably won't have the knowledge to know it is a problem.

nitrotech

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#956703 23-Dec-2013 20:43

Same, got the update, still takes multiple goes to wake it up, haven't had it completely unwakeable in a while.

Suggest that it's just a software bug, but a very frustrating one. Don't think you're going to see any improvement even if you get it replaced - the only thing you'll get is a full day out of your life updating it to 8.1

freitasm

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#956706 23-Dec-2013 20:49

mattwnz: It is still doing this, have to do a hard reset every couple of days as it just won't start/wake. From the event log, I can see the following error after restarting The previous system shutdown at [date / time] was unexpected. So looks like it is either a power problem with the surface, or something with the software. The problem is that it isn' the sort of problem that is easy to show the retailer, and they probably won't have the knowledge to know it is a problem.

Interesting you say that, because in another thread when I noted that consumers should take the device back to retailers, someone pointed out that in the case of Microsoft Surface the retailers are asked by Microsoft to direct consumers directly to their support who will in turn give either a return for repair, replacement, etc. So call the Microsoft support number (is there such a think in New Zealand for Surface?) and go from there.

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billgates

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#956707 23-Dec-2013 20:50

It called the 'Sleep of Death' bug on Surface devices. Even Surface Pro 2 does it at times. My Surface 2 does it as well. My Surface RT started doing it more often after 8.1 upgrade. Its annoying at times but plenty of threads on the net exists including on Microsoft Answers community so hopefully a firmware or Windows update will fix this.

Do whatever you want to do man.

mattwnz

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#956732 23-Dec-2013 22:46

billgates: It called the 'Sleep of Death' bug on Surface devices. Even Surface Pro 2 does it at times. My Surface 2 does it as well. My Surface RT started doing it more often after 8.1 upgrade. Its annoying at times but plenty of threads on the net exists including on Microsoft Answers community so hopefully a firmware or Windows update will fix this.

Thanks, I have found a few threads with people mentioning it but if it was affecting all devices, then I would have thought it would be all over the net and all over Microsofts own surface rt forum too. It is a really annoying problem, coming from someone who has come from ios devices, where they will always wake up. I will contact Microsoft support tomorrow to see what they say, but I suspect they will try to make me do a full reset and wipe it back to factory settings, and probably won't acknowledge the problem.

Batman

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#956749 23-Dec-2013 23:40

microsoft is well known for both insomnia and can't be woken up. goes a long way back, it's inherited and engrained in its DNA ... there will be one device that I have spent hours on each version finding it and end up reinstalling from scratch ...

maybe take it back?

Matt88

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#959091 30-Dec-2013 15:39

Hey Matt

I received a Surface RT 32gb for Christmas and seem to be suffering the same problem. I can't pin point exactly what I'm doing when this occurs but I've had it happen with both the touch keyboard connected and the device standalone. As far as I can see everything is 100% updated. As you said as well the Windows key still works and when the touch keyboard is plugged keystrokes are still making sounds so it's like the device is running, just the screen won't turn back on.

I've got the device for university next year (didn't need anything fancy) but am a bit concerned it might decide to do this right when I don't want it to and I'll lose some unsaved work.

Batman

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#959092 30-Dec-2013 15:45

it's normal. mine (asus transformer 8.1 tablet) doesn't sleep. got another 8.1 laptop that doesnt sleep automatically (contacted the company and there is no diagnosis and hence no solution). when you buy microsoft expect one or the other.

Matt88

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#959099 30-Dec-2013 16:10

Would taking it back to the retailer and getting a replacement be worth it then? Or it's only some units doing it...

Batman

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#959151 30-Dec-2013 17:07

if you don't try you'll never know ... i'd say give it a shot

mattwnz

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#965791 12-Jan-2014 23:10

Just to update, I have found that it hasn't done for now for many weeks, so am keeping it.Perhaps a software update has fixed it. Must say that it is a good overall device, the only thing I really miss on it is a decent maps app that isn't laggy, and the IMDB app. But at least it runs flash websites, so you can watch ondemand channel.