My new Surface pro laptop will not turn on after Microsoft Tech. tried to update driver.

Question

We have a Surface Pro laptop that was purchased just over 3 months ago (I am sure that is a coincidence) that will now not turn on at all. We were having problems with the unit not charging past 31%...In comes Microsoft support. The tech got on to the computer and proceded to remove the ole battery drive (not sure if that is the term) and uploaded the new driver (not installed) and the percentage jumped to 100. He then told me to restart the computer so the new driver would instal...the computer has not turned on since.

Answer 1

Hi Jerry,

Thank you for reaching Microsoft Community. I understand that you're having trouble turning on your Surface Laptop 5.

First, let's try a hard reset. To do this, press and hold the power button for 30 seconds, then release it and wait for a few seconds before pressing the power button again to turn on the device. If this doesn't work, try charging the device for at least 30 minutes before attempting to turn it on again.

Follow these steps also then see how it goes:

1: Remove all extra peripherals

                           Leave the Surface plugged in and confirm that the tip/LED of the charger is lit

                           Remove all other peripherals including, SD cards, USB drives and etc.

2: Force Shutdown

                           Press and hold the Power key for 20 seconds

If none of these steps work, I'm sorry but please reach out to our live support again for options available and for further assistance. Incase needed, you can reach them through these steps below:

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

Kind regards,

Marrion

Answer 2

This will not work because the computer will not turn on. The Microsoft online tech. tried to replace the battery driver...when he removed the old driver the battery level went to 100%, but when he tried to restart to install the new driver the unit shut down and never woke up. I cannot get it to turn on ...once in a while I can get the light on the charger to blink but that is all. The computer was purchased in August...2023. It will not turn on at all now.

Answer 3

Hi JerryPasewicz,

Thank you for the response and apologies for the delay. Sorry to hear that still the device is not able to turn on. In this case, we'll have to get the device serviced. You may check this article for details in getting service for the device: How to get service or repair for Surface - Microsoft Support or you can also reach out to our live support for further assistance in creating a service order for the Surface. You can reach our live support through these steps:

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

Kind regards,
Marrion