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Microsoft Surface Pro 6 black screen

Anonymous
2021-01-19T18:38:57+00:00

Hello!

I need some help with my Surface Pro 6--hopefully, I can find some! Around two weeks ago, I tried to turn on my surface and it didn't turn on. Thinking it was just out of battery, I plugged it in. The light on the charger lit up, but the screen stayed black. I've tried hard resets and troubleshooting to no avail. I want to send it in for service, but I can't even back anything up because I can't get access to my desktop--I have family pictures and things like that on there so I really don't want everything to be erased. Please help!

Thanks so much!

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2021-01-19T19:42:48+00:00

    Hi NikkiPham1,

    Thanks for reaching out to Microsoft Community and posting your inquiry. We appreciate the effort in performing the initial troubleshooting steps. 

    We suggest the steps below to troubleshoot and identify if the issue is related to hardware or software: 

    • Press the Windows logo key + Ctrl + Shift + B. This restarts the graphics display driver. If the device was stuck on a black screen, this may resolve the issue. 

    • Force the device to restart. Press and hold the power button for 20 seconds. or try to press and hold the volume-up button and the power button at the same time for at least 15 seconds and then release both. The Surface may boot to UEFI. 

    Hope this helps.

    Kind regards,

    John Neil_J

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  2. Anonymous
    2021-04-14T03:46:41+00:00

    Thank you for confirming, NikkiPham1. In this case, we suggest reaching out to Microsoft Surface Support. If you're located outside the United States, the Global Support can also help.

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  3. Anonymous
    2021-01-19T21:25:19+00:00

    Hello John,

    I am logged into my OneDrive on another computer, but none of my files/photos/docs are on there. I don't think it would have been able to back up if I can't log onto my actual surface. 

    Thank you,

    Nikki Pham

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  4. Anonymous
    2021-01-19T21:15:25+00:00

    Hi NikkiPham1,

    We're sorry to hear that the device still won't turn on. The OneDrive app automatically backs up everything if you were able to log in your Microsoft Account on the app. Please log in using your Microsoft Account on the OneDrive online website to check.

    Kind regards,

    John Neil_J

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  5. Anonymous
    2021-01-19T19:51:54+00:00

    Hello, 

    Thank you for replying in a timely manner and for the suggestions. Unfortunately, I have tried both of those suggestions already. The screen remains black. How do I back up any data and personal items before I send it in for service if my screen does not turn on? This is an extremely frustrating dilemma considering the fact that Microsoft support insists on clearing out everything.

    Thank you,

    Nikki Pham

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