Microsoft Surface Go Screen Issue

Question

I purchased a new Microsoft Surface Go less than a year ago, and over the course of the past couple months it's started having an issue with the display in which the whole screen turns bright white with vertical lines across it, and some colors from whatever page I'm viewing may be visible through the lines.  This seems to happen shortly after turning the computer on, and so far it's always fixed by restarting it, but I'm concerned that it could become a more persistent issue.  Based on some other questions I've seen it seems like other people have had somewhat similar problems, and that it might be a hardware issue.  Is there anything I can do to try to troubleshoot it, or maybe get an exchange from Microsoft?

Answer 1

Thank you for the pictures, LoisCR.

You can basically check this out in UEFI if this display screen issue appears in that environment. If it does, then it's a hardware problem and the best resolution is to send the device for service to have it replaced. To access UEFI, visit this link for details >>https://support.microsoft.com/en-us/help/4023531/surface-how-to-use-surface-uefi.

To send the device for service, it's best to contact ourMicrosoft Surface Support for further assistance.

Feel free to mark this post as an answer if this helps.

Kind Regards,

Crest

Answer 2

Crest,

Thank you for your advice, I followed all of your instructions exactly and no corrupt files were found from the system file checker run, the diagnostic toolkit said that I may need to update BitLocker, but upon looking into the issue I found that my Windows 10 Home system doesn't include BitLocker in the first place.  I uninstalled the display driver and restarted the computer, and while restarting, the same display issue appeared again.  I've installed all updates for Windows as well.

It seems to me that this may be a hardware issue.  I'm including a couple of pictures of the problem.  My device is still under warranty right now, does this look like a hardware problem that I could get an exchange or refund for?

Thank you,

Lois

Answer 3

We're sorry for the inconvenience this has caused you, LoisCR.

What I can highly recommend to troubleshoot the issue is to run the system file checker to check if there's any corrupted system files that are just looping around causing this kind of technical issue to exist on your Surface device. To do that, simply type CMD on the search box next to the Windows icon or in Cortana and run it as administrator. Once opened, type and enter " sfc /scannow ". Let it load until it's done, then restart the Surface device run the Surface Diagnostic Toolkit >>https://support.microsoft.com/en-us/help/4037239/surface-fix-common-surface-problems-using-surface-diagnostic-toolkit.

Once done running SDT, kindly uninstall/reinstall the display driver in Device Manager.

Open Device Manager

Expand Display Adapter

Right-click on display driver available and select "uninstall device". If a pop-up shows up before you can uninstall it successfully, kindly leave the box unchecked. Once uninstalled, kindly restart the Surface device to reinstall the driver automatically, then check for Windows Update in Settings.

If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread for assistance.

Kind Regards,

Crest