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My Microsoft Surface screen isn't working

Anonymous
2025-06-27T07:27:38+00:00

I was working with my laptop which I have newly purchased from microcenter. While working, the screen suddenly disappeared. I thought it was probably a low battery so I connected the charger. I have tried everything now. The buttons are on. I hear the windows starting sound, but the screen isn't working. I tried the force restart, two buttons restart, but nothing works. It's frustrating as I haven't even used it for a week, but now I am out of the US and this happened.

Surface | Surface Go | Performance and maintenance

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  1. Anonymous
    2025-06-27T10:49:28+00:00

    Hello, Dr. Fazlul Haq

    Thank you for your feedback. Your Surface screen suddenly went black, but you can hear the Windows startup sound, which indicates that the system may still be running. This could be a hardware issue with the display or a software malfunction. Here are some troubleshooting solutions:

    1. Perform a two-button reset

    Turn off the device and completely disconnect it from power.

    Press and hold the volume up key while pressing the power key until the Surface logo appears (approximately 10 seconds).

    Release the buttons, and the device will enter UEFI mode. If the screen works in this mode, it may be a Windows-related issue; if it remains black, it may be a hardware fault.

    If the screen works in UEFI mode, after entering Windows, open the Surface app (if not installed, download it from the Microsoft Store) and check for updates.

    Alternatively, go to Settings > Update & Security > Windows Update and click “Check for updates.”

    1. Connect an external display

    Connect an external display (such as a TV or projector) using a USB-C to HDMI or DisplayPort adapter.

    Press the Windows key + P and select “Duplicate” or “Extend” to see if the external display shows content.

    If the external display works, the built-in screen may be damaged; if it does not work, it may be a more serious issue.

    1. If the above steps do not work, hold down the power button for 20 seconds until the logo appears, then release and restart.

    Surface won’t turn on or start - Microsoft Support

    If the issue persists. Since you are abroad and the device is newly purchased, it may still be under warranty. You can try sending your Surface to after-sales service for repair.

    How to get service or repair for Surface - Microsoft Support

    **Note：**Surfaceis now supported on Microsoft Q&A | Microsoft Learn. 

    Starting from June 27, 2025 , new questions must be posted there. Existing discussions will remain accessible on Microsoft Answers until [June 29, 2025]. 

    Customers will be redirected to Q&A starting [June 30, 2025]. 

    https://learn.microsoft.com/answers/questions/

    Best regards,

    Lizzie-Z| Microsoft Community Support Specialist

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