Surface laptop - screen goes blank suddenly

Question

Hi,

I have Surface laptop screen is going blank but the processor and everything else was on, even after repeated pressing power button it is not switching on.  After some time giving a break almost 2 mins it got shut down.  And when switched on content in all my files not saved, nor browsers open.

This has happened a couple of times.  Kindly suggest, it is a OS problem or Hardware issue.  And any solution for this.

PS: It was operating on battery.

Regards

Rupesh

Answer 1

Hello Rupesh Nath,

   We have a few clarifying questions as to determine what exactly the issue is and what would be best to help prevent this from occurring again.

1.   Is this Surface Laptop running Windows 10S or Windows 10Pro?

2.   How is this device turned off when it is done being used for the day?

3.   How often do you select the option Restart on this Surface?

4.   Do you have anything else connected to the Surface? (e.g. micro SD card, Surface Dock, external monitors, DVD player etc...)

If you have not already found it, running the Surface Diagnostic Toolkit can sometimes assist in resolving oddities on any of our Surfaces. This toolkit takes about 10-20 minutes to run on average and will scan Windows Updates, apps and also run through a few tests to ensure all the hardware of the device is functioning as expected.

We look forward to receiving a response from you!

Thank you~

Mason L.

Microsoft Surface Technical Support

www.Support.Microsoft.com/Surface

Answer 2

Hello Mason,

Thanks for your quick response.  Here are my replies

1.   Is this Surface Laptop running Windows 10S or Windows 10Pro?

• Running on Windows 10Pro

2.   How is this device turned off when it is done being used for the day?

• Generally, I use shutdown command in Start menu.  But when this problem comes (usually it is used to come during sleep mode), but now it did happened sudden screen blank with keyboard backlight went into dim.  Now today morning when I tried to switch on the laptop, it didn't switched on even after multiple press on power button, again after giving a break when i pressed it started, which is unusual. 

3.   How often do you select the option Restart on this Surface?

Rarely or Very few times in a day.  But shut down every evening.

4.   Do you have anything else connected to the Surface? (e.g. micro SD card, Surface Dock, external monitors, DVD player etc...)

Not during this problem.  But I connect ear phones.

If you have not already found it, running the Surface Diagnostic Toolkit can sometimes assist in resolving oddities on any of our Surfaces. This toolkit takes about 10-20 minutes to run on average and will scan Windows Updates, apps and also run through a few tests to ensure all the hardware of the device is functioning as expected.

• I will run this, I believe it should be there in Surface apps.

Regards

Rupesh

Answer 3

Hello Rupesh Nath,

Thank you for answering our questions. Per the use of the power states on this device, we do have a few recommendations to help keep the performance of the device running as best as possible, as well as to help prevent any issues like this from occurring.

It would be recommended that if the device is not to be in use for longer than 9-10 hours to perform a full shut down as you have been doing. Weather you're shutting down or using sleep mode throughout the week, it is recommended to do a restart once a week.

If you could please follow step 6 in the link here so that we may rule out any background processes/3rd party programs that are not causing this to occur.

If there was anything happening such as corrupt Windows Updates, or an app running in the background causing a crash problem, the Surface Diagnostic Toolkit should be able to resolve the issue at hand. Please let us know the results after running the toolkit and if the issue persists or if it is resolved.

We look forward to receiving your results!

Sincerely~

Mason L.

Microsoft Surface Technical Support

www.Support.Microsoft.com/Surface

Answer 4

Thanks Mason,  sorry for silence I was lost in some work and more over the system was in observation.

Above suggestion didn't worked, the problem persisted, but after cleaning temporary files and disc clean the system started working normal.  

Regards

Rupesh

Answer 5

Hello Rupesh Nath,

This is definitely good news! We're glad to hear your system is operating as expected now and not randomly going blank on the display. If the issue persists at all, please respond in this same thread for the best visibility on this issue.

We thank you for using Surface and the Microsoft Answers community!

Sincerely~

Mason L.

Microsoft Surface Technical Support

www.Support.Microsoft.com/Surface