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Microsoft acknowledges issues with Surface Book although a fix may not arrive until next year

By Shawn Knight
Dec 16, 2015
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  1. As early adopters are well aware of, growing pains aren't uncommon - especially when dealing with a new product line. Such has been the case with Microsoft's Surface Book (and to a lesser degree, its Surface Pro 4) as some buyers are experiencing power-related issues.

    Microsoft has publically acknowledged (and apologized for) the issues although unfortunately, a fix might not arrive until next year.

    The issue is specifically related to how the Surface Book handles energy consumption when put to sleep. Some are reporting that the device doesn't really go into hibernation mode at all and continues to suck power as if it were on and being actively used.

    In Microsoft's support forum, an employee known only as "Joe" said it's an issue they are actively working on (and have been working on). Essentially, they can't yet get the system into its deepest "sleep" state so there can be wake events that would not otherwise wake it up.

    He added that they couldn't get it working right at RTM for a variety of reasons and that power management is a very hard computer science problem to solve, especially with new silicon. "Joe" promised a fix would be ready "sometime soon" in 2016.

    Do note that this is just the reply of one Microsoft employee who probably isn't qualified to discuss the matter publically.

    Microsoft did issue an official response to Engadget. In it, a spokesperson said the company knows a small set of Surface Book and Surface Pro 4 customers are experiencing issues and addressing them is their top priority. As such, they have dedicated engineering teams working to get updates and fixes out as quickly as possible.

    A separate forum post from Microsoft employee "Josh_F" dated December 11 essentially echoed those same sentiments. The staffer also apologized to those that have had a less-than-perfect experience out of the gate. He also linked to the update history of both devices (Surface Book here / Surface Pro 4 here), making it easier for users to keep pace with the bevy of fixes issued thus far.

    Permalink to story.

     
  2. GeforcerFX

    GeforcerFX TS Evangelist Posts: 494   +126

    I wonder if this is on Intel as well, seems like it might be a issue with the skylake chips in the new systems. My Surface Pro 2 has no problems going hibernate with it's haswell chip, can have it do that with 60% batterylife and turn it back on a week later with 55% batterylife.
     
    treeski likes this.
  3. ghostf1re

    ghostf1re TS Enthusiast Posts: 94   +38


    I've got a Surface Pro 3 and all is well with it too. Hibernate does a great job. I love my Surface.
     
  4. treeski

    treeski TS Evangelist Posts: 962   +205

    That's my guess, too. I'm not surprised to see issues with the Surface Book (1st gen product and all), but the SP4 stuff was unexpected.
     
  5. bmw95

    bmw95 TS Addict Posts: 106   +56

    Yeah it seems Microsoft is making a lot of mistakes lately. I think it might have been more beneficial to maybe wait another year and release everything at once as a whole. Lot easier to fix and implement things when they're not being used by the public yet.
     
  6. VitalyT

    VitalyT Russ-Puss Posts: 3,154   +1,429

    I'm guessing, there are no more Joe-s working in Microsoft anymore.
     
  7. Skidmarksdeluxe

    Skidmarksdeluxe TS Evangelist Posts: 6,498   +2,051

    As far as I know all the important ones are busy cruising the worlds oceans in dingy's so they can avoid any backlash from any screw-ups they made.
     
  8. JamesandBennie

    JamesandBennie TS Booster Posts: 162   +14

    I've owned two Surface RT's, a Surface Pro 2 and now a Pro 3. Never had any issues. Guess I'm a lucky guy. :D
     
  9. cliffordcooley

    cliffordcooley TS Guardian Fighter Posts: 8,555   +2,898

    Of course, this way the depreciation value will go down. And the repairs will cost them less, based on current value at the time.
     

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