Top support solutions for Surface devices

Note

Home users: This article is only intended for use by IT professionals and technical support agents, and applies only to Surface devices. If you're looking for help with a problem with your home device, please see Surface Devices Help.

This page highlights support solutions for common issues you might experience using Surface devices in an enterprise. If your issue isn't listed here, contact Surface Support for Business and Education customers.

Warranty and service

Self-serve via the Surface Support Portal

The Surface Support Portal provides a centralized solution for commercial and education customers to look up current warranty and protection plans, create service requests, and track the status of device repairs. The portal can be accessed here and is subject to an initial access authorization.

US and Canada Customers who don't currently have an Intune or Microsoft 365 subscription: an enhanced Support experience is now available for your region. To sign up, follow these onboarding steps: Streamline access to Surface Support Portal

Technical support scenarios

First troubleshooting steps

Next troubleshooting steps

Select the relevant support article from the following table and implement the recommended steps to resolve the issue.

Issue category Support article
Display and screen issues What to try if your Surface screen is distorted, is flickering, or has lines running through it
Troubleshoot connecting Surface to an external display
Performance and Maintenance Surface won't turn on or start
Surface turns on but is stuck on a logo screen
Windows doesn't respond or stops working on Surface
Surface Go or Surface Go 2 turns on and shows "No Bootable Device"
What to do if Surface is running slower
Fan behavior and fan noise in a Surface device
Power and Battery Surface battery won’t charge or Surface won't run on battery
Caring for your Surface battery
What to do if your Surface power supply or charger doesn’t work
Troubleshoot Surface Dock or Surface Docking Station
Maximize your Surface battery life
USB-C and Fast Charging for Surface
Best practice power settings for Surface devices
Sound and Camera Optimize video conferencing on Surface devices
Troubleshoot Surface sound and audio accessories
Surface camera not working
Wi-Fi and Internet Troubleshoot Wi-Fi connection on your Surface
Keyboard, Touchpad, and Input Troubleshoot your Surface Pen
Troubleshoot Surface Type Cover or Keyboard
Fix touchpad problems in Windows
Surface Dock issues Troubleshoot Surface Dock and docking stations
Troubleshoot connecting Surface to an external display
Reset device Recovery tool (IT Toolkit)
Creating and using a USB recovery drive for Surface
FAQ: Protect your data if you send your Surface in for service
Microsoft Surface Data Eraser
Deployment issues DISK0 not found when you deploy Windows on a Surface device that has 1-TB drive configuration
Surface Device that has a 1-TB drive configuration shows two drives
System SKU reference

Enterprise (Deploy, Manage, IT Tools)

Safety and Security

Device Enroll and Management in Intune

Need more help?

To expedite your support request, make sure to include your device's serial number and your shipping address in the Issue Description field. If your issue wasn't listed or you need more help, contact Surface Support for Business and Education customers.