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Surface Laptop Studio USB-C port is not working

Anonymous
2024-09-03T18:01:57+00:00

Hi,

My surface laptop studio (bought in Jan 2023) USB-C port is not working since last weekend as my Bluetooth mouse pointer doesn't move and no more prompts when USB is plugged in. I did below to cross check and try to fix it following the instructions on windows website, unfortunately none of them worked:

1, tried another mouse;

2, tried another USB-C port;

3, turned off the computer then restarted the laptop by holding voice button (+) and power button together;

What else would you recommend me to do now or send it to Microsoft? I don't have a spare laptop on hand now, so if it can be fixed by instructions, it would be very helpful.

Thanks!

Surface | Surface Laptop | USB-C

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  1. Anonymous
    2024-09-04T06:38:58+00:00

    Hi Meng_OSU,

    Welcome to Microsoft Community.

    I'm Hahn and I'm here to help you with your concern.

    I'm sorry to hear about the trouble you're having with your Surface Laptop Studio's USB-C port. Let's try a few more steps to see if we can resolve the issue:

    1. Check Device Manager:
    • Right-click on the Start button and select Device Manager.
    • Expand Universal Serial Bus controllers.
    • Look for any devices with a yellow exclamation mark. If you see one, right-click it and select Uninstall device. Restart your Surface Laptop Studio to see if the port starts working again.
    1. Run the Surface Diagnostic Toolkit: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support
    2. Manually update Surface drivers and firmware: Download drivers and firmware for Surface - Microsoft Support
    3. Boot to UEFI: Restart your Surface and enter the UEFI settings by holding the Volume Up button and pressing the Power button. Once in UEFI, check if the USB-C port is enabled under the Devices section. Toggle it off and then back on. How to use Surface UEFI - Microsoft Support

    If none of the above steps work, the issue may be hardware-related. Since your Surface Laptop Studio is still under warranty, you might need to contact Microsoft Support for a repair or replacement. How to get service or repair for Surface - Microsoft Support

    Given that you don't have a spare laptop, you might want to backup your important files and prepare for possible downtime if a repair is needed.

    I hope this helps. If there is anything not clear, please do not hesitate to let me know.

    Your Sincerely

    Hahn. W - MSFT | Microsoft Community Support Specialist

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  1. Anonymous
    2024-09-04T12:55:41+00:00

    Hi Hahn,

    The first solution worked!!! Thanks a lot!

    Meng

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