Surface won't turn on

I want to make sure you've tried the two button reset correctly:

if this doesn't work, you definitely need to contact support

Hello Esteban rod

Does the Windows button on Surface vibrate when touched?  Try holding the power button for fifteen seconds, release for fifteen more, then start as normal.

Let us know of your results.

Best regards

Ok,   so I had a similar issue.   My Surface Pro 3 wouldn't turn on no matter what button presses I did.  I looked through a bunch of forums and did everything they said but to no avail.  I was pretty sure my surface was fried.

So I called up Microsoft Support and requested a call - (received it in less than 30 seconds) and the tech I worked with solved my issue. 

Step by step of what she did. 

She asked me to press the windows button to see if the surface vibrates.  - Mine did not -

Then she asked me to plug it into the power cord and see if the light turned on - Light did turn on -

Then she said press and hold the volume up button and the power button for 30 seconds. 

After that then I had to press and hold the power button for 10 seconds.

Once that was done,  she had me press the power button once.  

And it worked!!!  --  I was pretty shocked,  I had just about given up and was thinking I needed a replacement at this point... 

Ok,  but after that, once my pro was booted up she had me use the search charm and search for "troubleshooting"  -  just run through the program,  it looks for problems with windows updater and things like that.  

After that we did a restart on my surface,   and then I went through the setting charm > change PC settings >update and recovery > windows update > and then check for updates. 

I had a few updates to install - and then once that was done we turned off my surface and turned it back on again to make sure everything was working.  

Hopefully this helps someone going through what I did.  I was pretty sad last night when my surface wouldn't turn on. 

Best of luck

SURFACE PRO WONT POWER ON - PROBLEM RESOLVED

We seem to have the problem resolved - after visiting Geek Squad at Best Buy a second time, we learned to:  1) hold the power button 10 seconds to turn off the sleep mode if it was in fact sleeping, 2) hold the power button while simultaneously holding the VOLUME PLUS (+) key on the edge of the console.  This powers up the computer, and seems to have solved the power on problem!

Next, we installed a free app called WINDOWS APP (WUAPP) - and put it on the desktop just in case.  This provided the download of the latest update (June 18) and also apparently resolved some issues.

So these two actions appeared to have solved our problem - my wife uses this for nursing school so it was vital to be able to power up reliably to take notes in class.  Also, she saves all notes and papers on a jump drive.  

Our problem with the power on/sleep wakeup seems to be resolved and assuming it's ok now - fingers crossed.

Hi DMC_21974,

Thank you for reaching out to us on the community. Please remove all accessories (USB devices, SD card and Surface cover etc) and let the device charge for at least 2 hours and do the following steps again:

1. Press and hold the Volume-up button and the Power button on your Surface at the same time for at least 15seconds, and then release both.The screen may flash the Surface logo, but continue holding the buttons down for at least 15seconds.
2. After you release the buttons, wait 10 seconds.
3. Press and release the power button on your Surface to turn it back on.

After the steps, if the device is still completely unresponsive, contact our support.

Kind regards,

Clare

Hello EZ18

Sorry to hear that you are having trouble starting Surface Pro 3.

Please start with the troubleshooting posted Here.  Let us know of your results.

Best regards

No i do not.

Return the third party charger. This is not something that we want to trouble shoot or can trouble shoot.

You need to contact support https://www.microsoft.com/surface/en-us/support/contact-us  Most likely you need a warranty replacement.

I have had my Surface Pro 3 for ten days and it will not start when I hit the power button. Did I do something wrong? How can I get it to start?

Try the two button reset:

Use this two-button shutdown process to ensure that Surface is turned off completely.

Here’s how:

If your Surface still won’t turn on, it needs service. Go to Get my Surface fixed.

Hi Csomos12,

We are sorry to hear that you can not turn on your device. If doing a 2-button shutdown does not work, please contact our assisted support for further assistance. 

If you want to give 2-button shutdown one more try, here are the steps:

A 2-button shutdown

1. Press and hold the Volume-up button and the Power button on your Surface at the same time for at least 15seconds, and then release both.The screen may flash the Surface logo, but continue holding the buttons down for at least 15seconds.
2. After you release the buttons, wait 10 seconds.
3. Press and release the power button on your Surface to turn it back on.

We hope this helps.

Best regards,

Clare

Hi Zack,

I have plugged the Surface Pro for hours and it still does not turn on. I unplugged and have plugged the charger again into the over like 5 times and it still does not turn on. When I fold my Type Cover on to my Surface Pro 3, I just cover on top of screen of the Surface with the Type Cover and that is it. The Type Cover is also connected to the Surface. Along with the Type Cover, I also have a Folio cover that covers the Surface and the Type Cover together. The screen was just like bright when I fold the Type Cover on top of the Surface with the the Folio wrapping around the Surface and the Type Cover. I click on the lock button and then the screen turn on within a second. The Type cover work will with the Surface.

I have brought my Surface to the nearest Microsoft today and the technician at Microsoft have turn all the methods that they have. They ask me to talk to the company that I have bought the Surface from and ask them for a refund or I can send it to Microsoft so they can find out the problem. So I decided to mail it Microsoft so they can check out what is it problem. Also they said maybe the reason why it does not turn off because I have not update all updates and just used the Surface directly.

Thank you for the responses.

Hi Ben,

Apologies for not replying sooner.  I tried everything and got in touch with an agent who ran me through a lot of processes but in the end it still wouldn't turn on.  5 days old!!!  So I've now had to send it back to Microsoft and they are sending me a replacement.  Not a great experience and I can't believe I have to go through the whole set up process again (not to mention the lost files), but never mind.

Thanks again for following up.

Kind regards,

Rachel

Hello. Try holding the power on and the volume up buttons at the same time form10_15 seconds. Last December, The tech in the Microsoft store advised he was getting 6 or more of these issues per day. Sorry to hear the issue was not resolved. Good luck.

Hi 张云1984,

Thank you for letting me know. I am sorry that booting the device from a USB drive did not work for you.

In that case, I would highly suggest reaching out to Assisted Support. I realize that in your initial post, you mentioned support in China won't provide care after you purchase a device. Could you clarify if you are unable to go to Assisted Support and speak with an agent, or you have already been in contact with one and you were not provided with support?

Please let me know.

Hi Stuart260w,

Thank you for reaching out to the Community! We appreciate you taking the time to consult this issue with us. I’m sorry to hear that your Surface Pro 3 is not powering on. I can tell you are worried about this situation and it is completely understandable. Please know we will do our best to help and guide you in the right direction.

First, please try to verify if the problem is with the Surface or the adapter.  Check from different outlets and locations.  Take a look at the charging port and the tip of the adapter, see if there is any debris or corrosion.  If you can, try your charger with a different Surface, and a different charger with yours. If you can get your charger to work with a different device, the problem may be with your Surface. If your Surface starts taking a charge from a different charger, your charger may be malfunctioning. 

Please try the following:

                1. Attach the power supply

                2. Wait twenty seconds

                3. Press and hold the P****ower button for 15-20 seconds and then release

                4. Try to turn the Surface back on

Additionally, although you mention trying this, as Shilohbob suggests, please try a two button restart:

• Power off the Surface Pro
• Hold Volume Up and the Power button for 10 seconds
• Release buttons
• Wait 5-10 seconds
• Power on the Surface

We also highly recommend you follow the troubleshooting steps mentioned in the next support articles:

• Surface Pro won’t turn on
• Solution 1: Check for conditions that might prevent charging
• Solution 2: Check the Surface power supply
• Solution 3: Disconnect cords, remove accessories, and check connectors
• Solution 4: Two-button shutdown
• Surface battery won’t charge
• Before you begin
• Solution 1: Remove and reconnect the power supply
• Solution 2: Check the battery charging status
• Solution 3: Change the power connector orientation (Surface Pro 3 only)
• Solution 4: Install Surface and Windows updates
• Solution 5: Restart Surface
• Solution 6: Shut down and charge Surface
• Solution 7: Two-button shutdown (Surface Pro models only)

If the issue persists after trying the steps mentioned above we suggest you contact our Technical Support Team by visiting our Self Service Center here or contact Support **here**.

We hope this information proves useful. Keep us posted!

We are always here to help!

Best Wishes,

Hi,

I resolved this issue by changing the power settings to "Never sleep" on both battery and AC power settings. You can do this by swiping the charm bar on the right side of the screen and searching power, power management and then sleep options.

Hi Supersix, 

Welcome to the community and thank you for bringing this questions to us. 

We understand that you have a start-up problem with your Pro 3 device and we know this problem must make you frustrated. 

We are glad that the device is working now. 

Please install all updates and you can see the update information here.

If the problem continues, please don't hesitate to contact our support.  

You can always come back to our community forum if you have other questions or concerns.

Best Wishes,

Clare

I just resolved by plugging in for about two minutes and powering the machine on.  It finally booted up.  This experience was disconcerting and if it happens again, I may exchange for a new one.

yesteday i bought the sp3 i5 128, in a ms store in california, i spent the day travelling and when i arrived to my home i put to charge for and hour and the sp3 won't turn on again.

i already do the. 4 steps procedure and nothing it's dead. i'm very dissapointed with this issue. this kind of this does not have to happend on the 2 days of own it.

what can i do?

Hello.  on  Sunday morning i talked with the MS support and they help me to turn on my device.

We do at least 3 or 4 procedures until it work. After a few days with the SP3 I love it!!!.  But it was quite scared about this issue.

As a recommendation you should fix this problem is very extressfull that you´ve paid more than a 1000 usd for a device that has this bug.

Thanks again for the support