My wife also has this problem with a Surface Laptop. The only solution that I have come up with is holding the power button until the device powers off (abt. 10 seconds) and then turning it back on.
I'm not certain this is the cause, but my wife hardly ever "shuts down" windows. She just prefers to close the lid, which may cause the computer to do a variety of things. All of those settings are available in the power settings menu under "Change what happens when I close the lid..."