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Why is my surface 3 laptop screen black and won’t start up???!!

Anonymous
2024-02-09T13:37:24+00:00

I was working on my laptop as usual, filling out a job application online in the edge browser when all of a sudden my screen went black and the laptop just shut off. I thought the screen went into sleep mode at first but this turned out not to be the case because the display has yet to turn on and this ordeal has been going on 12 hours :). Initially when it first happened the screen flickered between being black but lit and completely black. I’ve tried everything I possibly could from pressing the power button a trillion times, holding it for all eternity, I’ve tried the volume up and down buttons as, all the Windows + shift + whatever as well so please no suggestions from the Microsoft help pages (given that none of that worked). I’d also like to point out that I had charged it in my car for like 20 minutes but I rarely ever charge my laptop in my car as I don’t like killing my car battery when sitting idle - which is what I was doing last night for the sake of filling out that job application (which I haven’t been able to do bc of all of this). I’m not sure if I’m looking for how to solve the problem as much as I’d like to know what even the REAL problem is because I don’t think it’s as simple as the internet is trying to tell me and I really really REALLY need my laptop.

Surface | Surface Laptop | Display and screen

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  1. Anonymous
    2024-02-14T23:39:27+00:00

    Hello Ayanna Ransom

    We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com) Thank you for understanding.

     Regards,

    Christopher

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  2. Anonymous
    2024-02-10T16:12:15+00:00

    Hi Ayanna Ransom,

    We appreciate your input within the Microsoft Community. I apologize for the inconvenience you’re experiencing with your Surface Laptop 3. There are multiple potential reasons why your laptop screen remains black and fails to start up. One potential cause could be a hardware problem related to the display or battery, while another possibility is a software issue preventing proper boot-up.

    I would recommend that you try the following steps to troubleshoot the issue:

    1. Disconnect all external devices, such as a mouse or keyboard, and try to turn on your Surface Laptop 3 again.
    2. If the issue persists, try to perform a hard reset by holding down the power button for 30 seconds again, then release it and wait for a few seconds before pressing the power button again to turn on your device.
    3. Wake It Up with Keyboard Shortcuts:
      • Connect a keyboard or use the integrated keyboard.
      • Press the following keyboard shortcut: Windows logo key + Ctrl + Shift + B.
      • This combination can sometimes wake up a sleeping or unresponsive Surface.
    4. If the above steps don't work, try to connect your Surface Laptop 3 to an external display to see if you can get a display output. If you can, then the issue may be related to your laptop's display.

    If still persists, this is already a hardware issue on your Surface device that need to replace. Just to set you an expectation. Processing replacement orders, checking the status of orders, and escalating cases are beyond our scope of support here in the community. We do not have the necessary tools to create or check orders. Only our live support team can assist you with this concern.

    To contact the live support team.

    1. Go to Contact Us - Microsoft Support
    2. Choose how you would like to get support for your Surface device.
    3. Type in the problem you need help with.
    4. Look at any available solutions offered and select Contact Support.

    You can also check this forum article for a more detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

    You can also click this link. Global Customer Service phone numbers - Microsoft Support

    Let me know if you have any further questions or concerns,

    Kind regards,

    Christopher

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