Surface 7 pro+ shows a black screen and Windows doesn't start

Question

I was working with my surface, I left it for few minutes and when I tried to wake it up again, it stuck in a black screen.

I hold the power bottom to restart the device, but after restarting, the surface shows a black screen after windows logo and windows doesn't start.

I tried forced restarting (holding power bottom for 15 seconds) and after lots of efforts, it worked. Regarding the Microsoft Supports advice I updated all the drivers, but after restarting it stuck in black screen again.

After lots of efforts, the windows started and I updated the OS to Windows 11 for solving the black screen issue.

Updating was successful and I entered the Windows 11 successfully, but the black screen issue still remained after restarting.

The forced restart method is no longer helpful and my surface is totally dead.

I downloaded the Factory Reset Image and made a Recovery USB Flash drive, but holding - volume and the power bottom does not work and I cannot see the boot menu.

Anyone can help me with this issue?

Answer 1

Thank you for posting your inquiry here in Microsoft Community, MostafaRaeisi.

I'm sorry to hear about the booting issue on your Surface. I appreciate the effort in performing the troubleshooting methods.

May I confirm if the device is connected to any domain or organization? Have you tried to connect the device to a charger and give it sometime to charge? After giving it some time, press the power button for 15 to 20 seconds and see if there are signs of life. Please double check if the LED on the charger is present, this indicates that the charger is giving power.

Just to confirm, when you perform the USB recovery, is it the same process as below? This process will wipe everything out on your device and install a fresh operating system.

You’ll need a USB (USB stick) with at least 16GB/32 GB and format it clean (make sure that you have chosen FAT32 as the file system while formatting the USB). You'll need a PC running Windows 10 or Surface Device to download the system files/recovery image on the Microsoft Website.    Note: USB/Flash drives are the only required device for you to perform the follow steps below successfully.After formatting the USB to FAT32 USB, convert the FAT32 USB stick as a bootable device. Go to search > search for create a recovery drive > then follow the on-screen instructions. Please proceed to the steps below after converting your USB to a bootable USB stick:• Download the System Files or Recovery Image:1. Go to the Download a recovery image for your Surface.2. If you’re signed in with your Microsoft account, you will be prompt to choose the device from the list of devices on your Microsoft Account. If you’re not signed in, choose a product on the drop-down menu and provide the Serial Number of the device.3. Once the download is finished, go to the file, right-click and choose Extract all then choose the USB/Flash drive.

• Perform the USB recovery:

1. Shutdown the device by pressing/holding the power button for 10 seconds until it’s off. 
2. Insert the USB recovery drive into the USB port. 
3. Press and hold the volume-down (-) rocker. 
4. Press and release the power button. 
5. When the Surface logo appears, release the volume-down (-) rocker. 
6. Choose your language options and keyboard layout. 
7. Select Troubleshoot. 
8. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC. If prompted for BitLocker Key, tap Skip this Drive. 
9. Select “Recovery”.

You can use this USB recovery process video and for additional reference, you may check on this article: Creating and using a USB recovery drive for Surface.

Were you running Windows 11 home or pro?

Answer 2

Thank you for your reply.

No, my surface did not connect to any domain or organization.

I am not sure about the Windows version, I liked Windows 10 and just updated to Windows 11 based on "System Update" suggestion to solve the black screen problem. However, after first restart with Windows 11, my surface stucked in black screen for ever.

I had done all this steps and did them again several times, they did not work. I could not even enter the boot menu with recovery USB flash. the volume - and power button trick does not work.

Is there any other methods for entering boot menu, BIOS setting or something like safe mode?

Answer 3

I appreciate the confirmation. In this case, please reach out to the Customer Support and get a replacement for the Surface. The device doesn't boot anymore to the UEFI settings which is related to a hardware issue.

Please use the methods on this thread: Send your Surface in for exchange/repair. An Online Walkthrough posted by one of our MVP to create a repair order online or reach out to the Customer Support for assistance in creating the repair order.

Visit our contact us page; https://support.microsoft.com/en-us/contactus/ to contact Microsoft Surface Support. If you are within the United States, try to reach out from 6:00AM to 10:00PM Pacific Standard Time If you're located outside the United States, you can check our Global Support Contact page; https://support.microsoft.com/help/4051701/.

Answer 4

We have noticed that you haven’t replied to our last response. We would like to know if you still need assistance with your concern.

Answer 5

We still have not received any response from you since our last follow up message. Please feel free to create a new thread if you have different and new concerns.