Surface Laptop Go Fan Noise - HELP

Question

My surface laptop go, which is less than a year old, makes a loud fan noise. I have tried the following, all of which did NOT work:

(1) suggestion from a Microsoft community participant: reduce the power plan (under processor power management)

(2) Microsoft community expert: unplug the laptop from power source

(3) basic troubleshooting: restart laptop

(4) basic troubleshooting: install latest updates

(5) basic troubleshooting: use PC Health Check (Microsoft) app

(6) basic troubleshooting: use Microsoft Surface Diagnostic Toolkit.

(7) basic troubleshooting: ensure surface is flat and steady, also try different materials (e.g. wood, glass, on top of a laptop mat, etc).

I've been trying to get help for weeks; the chat/call back are always "unavailable".

CAN SOMEONE FROM MICROSOFT PLEASE PROVIDE A SOLUTION? Please do NOT suggest (1)-(7) above, all of which failed multiple times.

Thank you in advance.

Answer 1

Hi

Thank you for reaching Microsoft Community. I'm sorry to hear about the issue you are having on your Surface Laptop Go fan.

The Surface may become very warm during normal use especially when the device is under heavy load and also while installing updates. Device may become warm also when charging. These circumstances will trigger the fan to run to maintain the device temperature within the limit. This behavior is normal. However, it complies with the user-accessible surface temperature limits defined by the International Standards for Safety (IEC 60950-1 and IEC 62368). If the device overheats, it will shut down and display a thermometer icon on startup (if not cooled). See: Product safety warnings and instructions (microsoft.com).

While the operation of the fan is normal and expected behavior, at no point it should be like there is something broken. Noises like grinding, whining, or ticking are abnormal. If you hear these types of sounds, please contact our live support for options and further assistance. You may contact them through the numbers listed in Global Customer Service phone numbers (microsoft.com). You may also reach them through this page: Contact Us - Microsoft Support and use the details or entries given here: I need to talk to tech support - Microsoft Community.

Hope this helps.

Answer 2

Dear Marion,

Thanks very much for the quick response. The explanation and, more importantly, ways to contact support are useful.

Hopefully, one of these will work, not just lead me into a loop of "get help > click here > then click here > click again..".

It's not great experience to have the fan noise when doing very light work on the laptop, such as a small Word document or browsing.

Kind regards and happy holidays,

Answer 3

Hi Zara Del Tremedal,

I would like to check if you were able to contact our live support and if you still need further assistance on the concern raised?

Hope to hear from you.

Answer 4

Hi,

Thank you for checking. I have been in contact but have had to do it thrice now due to the 1st agent making a mistake. They are still trying to help, with my last contact having been yesterday.

kind regards,

Answer 5

Hi Zara Del Tremedal,

Thank you for the response and update. I'm glad to know that you were able to contact live support already and is now being assisted for replacement.