Surface Book 2 white screen and jitter, vendor claims it’s software problem

Question

Hi, my Surface Book 2 (GTX 1050) keeps having white screen issue. It would turn white while using and the issue would go away in a few minutes. This happen a few times a month, and the reseller refused to take in for warranty coverage, claiming it’s software problem. But it happens even after reinstalling Windows and when I only use Chrome and Excel. I also sometimes notice some subtle jitter at the top right corner of the screen while using. I suspect it’s hardware issue and recorded a couple of videos here: https://youtu.be/G0XLilt1y4c and https://youtu.be/IGl5R2s-J5k. Anyone has this similar issue? How do I verify and prove it’s hardware problem (the reseller asked me to replicate the issue to show them but it doesn’t happen that often and I could not find a way to replicate the it)? Thank you for your help.

Answer 1

Hi Tuan-AnhPhan,

Thank you for reaching out Microsoft Community. We apologize for the inconvenience this has caused you.

We basically need to check as to why this keeps on happening on your Surface Book 2 and for us to figure this out, I'd like you to check some of the critical events in reliability history so we would know if this is because of the device operating system that stops working or caused by a software/application.

Type Reliability History on the search box next to the Windows icon and open it. Expand those critical events and please take a photo of it and include it in your reply. 

To initially troubleshoot the issue, what I can recommend is to run the system file checker to check if there's any corrupted files that keeps on looping around which also affects the device performance and causing the white screen to appear. To run the system file checker, kindly type CMDon the search box next to the Windows and run it as an administrator. Type sfc /scannow and hit enter. Let it load,detect and repair those corrupted files.

If it doesn't detect any corrupted files, you can download this in-place upgrade to re-update the Windows OS of your Surface device. This won't delete the files nor the existing applications you already have on your Surface. This will just re-update the Windows version and re-download those drivers that are corrupted. Just click "Download Tool Now" and hit Next once you see "Upgrade This PC".

If downloading the tool didn't fix it, you have to reset the device back to factory settings. If after the reset the issue persists, that's when we can determine that the issue is indeed a hardware problem. 

To reset the device, kindly visit this link: https://support.microsoft.com/en-us/help/4023533/surface-restore-or-reset-surface.

If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if you need further assistance.

Kind Regards,

Crest_Z

Answer 2

The vendor finally agreed to swap for another Surface Book 2. Thank you for your help.