Detach Screen

Question

I purchased my 15" Microsoft surface book 2 in January and it is having issues with the detachable screen. I can't turn on my computer unless I detach the screen first and turn it on and then attach it again to the base. It also keeps attaching and detaching several times in the main screen even though it is already attached to the base. 

Does any one else has this issue? Is there a way to fix it or should I return the machine to Microsoft?

Thank you 

Moved from: Windows 10  / Performance & system failures

Answer 1

Hi Ana,

Thanks for getting back to us. Before you return the device, we'll try another approach by checking Mark Ole's suggestion on running the Power Troubleshooter here and might as well check JimmeWong's troubleshooting steps located on the second page (same link).

Keep us updated on the outcome.

Answer 2

Good Morning, 

Thank you for your reply.

I contacted the support center and they helped me download the diagnostics toolkit.

The problem with the screen detaching attaching dissappeared. But the computer wont turn on when I press the power button on the screen. This problem persists. I dont know what to do now. Should I return the computer to Microsoft for a replacement? 

Thank you very much for your help.

Answer 3

Hello Ana,

The problem with the connection between your clipboard (screen) and base (keyboard) could be hardware or software related. We recommend that we diagnose what we can on our end, before we proceed in acquiring an help from Microsoft Support team.

Let's check if the attaching and detaching problem is being caused by a dirty connector. Here's how:

1. Detach the clipboard from the base.
2. Wet a cotton swab with rubbing alcohol. (Use 95% isopropyl alcohol or higher if possible.) Clean the silver pins on both faces of the three connectors located on the top middle surface of the keyboard hinge. Rub the cotton swab back and forth vigorously to clean the pins. Use a fresh swab surface to clean each of the connector faces (six in total).
3. After you're done, make sure the pins are dry and that there are no cotton fibers on the connector. Reattach the Clipboard to the keyboard.

We also recommend that you run Surface Diagnostic Toolkit and observe the performance. If the issue persists, force a shutdown and restart your Surface Book. 

If the issue persists after the troubleshooting steps above, please let me know by replying to this thread. This way, I'll get notified and respond back to you as soon as I can.

Thank you.