Strange Vertical Band on Surface Studio 2 Display

Question

Hello

My product is still under warranty.. I need guidance plz  

I tried following options already

1- update driver - after few days it return to this state

2- reset by pressing volume plus and power button -- it does not go away - after two days with the problem i uninstalled display drive and moniter driver clean re installation of drivers brought screen in normal state.. but after a week it appeared again.

it is now on my screen a little dim as compare to earlier states

Kindly guide me how can i replace this device because it is not at all comfortable after spending 4999 USD

Answer 1

Hello SaifKhan75 ,

Thank you for reaching out Surface Community. Please try to boot to UEFI and see if the issue is present there. Go to Windows > Power > Shutdown. Once the device is shutdown, press and hold the volume up button, and single press the power button. The device will boot to the Surface Logo, and you should see spinning dots. After the Surface logo, the device should boot to UEFI. The other way is from the Sign on screen or the Start menu, select Power ( ) > hold Shift while selecting Restart. Select Troubleshoot > Advanced options > UEFI Firmware settings. UEFI is an environment that exists completely outside of Windows and other installed applications. If the issue exists in UEFI, then you have to Contact Support to have it replaced. If the issue does not exist in UEFI, then we know the symptom is being influenced by software such as Windows or other applications. I would highly recommend that you do a USB Recovery Image. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset and you need to back up your personal data.

Regards,

KarenJune_F

Answer 2

Thank you Karen for this prompt response, 

I tried what you mentioned above - but I have an issue here on white background  the lines do not clearly visible -

as you can see here 

well on the other hand 

a similar problem but not exactly with domcarter was replied by Barb Bowman to see if the lines exist in a same way if we rotate the screen !

I did and my lines stays where they are ...

Kindly let me know how can I see the problem exist in UEFI with the white background color - can we change the background color of UEFI so we see if the color banding is there or not?

Answer 3

Hello there, thank you the update. Unfortunately, we could not change the background color in the UEFI screen, it is by design. Seems like vertical lines were more visible if the background is darker and you said the line stays here when you rotated the screen. If you are still within 30days return period please contact the retailer/store to get another brand new Surface Studio 2 or

contact Supportto have it replaced.

Regards,

KarenJune_F

Answer 4

Hello there, thank you the update. Unfortunately, we could not change the background color in the UEFI screen, it is by design. Seems like vertical lines were more visible if the background is darker and you said the line stays here when you rotated the screen. If you are still within 30days return period please contact the retailer/store to get another brand new Surface Studio 2 or contact Supportto have it replaced.

Regards,

KarenJune_F

Thank you for your response.. Its 3 months already but

I checked my device serial number on this site

https://mybusinessservice.surface.com/en-US/CheckWarranty/CheckWarranty

and answer was

"Device replacements are available at no charge through the standard warranty expiration date of Apr 1, 2020 ." according to this statement Am I still able to replace device against brand new?

I checked US ( I purchased in US ) and I checked with location (UAE) because right now I am in Pakistan with machine it will be less expansive for me to visit Dubai as compare to US

can i replace device from UAE ... I tried contacting Pakistan number from that Global contact link but it is not responding.

Regards

saif