New surface display not working

Question

Hi, I'm new to this forum. I run a computer repair business and I have a Microsoft Surface 4 laptop that needed the display replaced. Install went normal but the display won't come on. I can see the display on an external monitor so I know the device is working but nothing on the surface display.

Is there a setting or driver that needs to be updated for this to work?

Thanks

Todd

Answer 1

Hello Todd,

Thank you for posting in Microsoft Community.

I totally understand that you're having issues with your Surface display. You got me here and we'll definitely solve this issue together.

From what you have stated that when you connect the Surface to an external monitor, and you can see the display in there, it is already understandable. that there is already a hardware issue of the screen. However, for the benefit of the doubt, you can try doing the step below:

1. Forced device to restart by pressing and holding the power button for 20 seconds to force restart your device and release it when the Windows logo appears on the screen.
2. Press the Windows logo key + Ctrl + Shift + B to refresh the screen
3. Run Surface Diagnostic Toolkit. Please refer to this link Surface Diagnostic Toolkit - Microsoft Apps

If any case the issue persists to happen still, we can then conclude that the device has a hardware issue already. Thus, there is a need for you to contact our live supports to request that because repair order/replacement is already beyond our scope in the Microsoft community as we don't have the necessary tools. The best thing we can do is refer you to the support channel that can best handle your issue, which will be our live support. To contact our online support, please refer to the following steps:

1. Go to Contact Us - Microsoft Support2. Choose how you want support for Surface devices.3. Enter the problem you need help with.4. Review any available solutions offered, and then select Contact support.You can check out the following links for a detailed guide to contacting our live support: How to get phone and chat support (for Surface Home/Consumer - Microsoft Community

Hope this helps!

Kind regards,

Rolando S.

Answer 2

Hello Todd,

Thank you for posting in Microsoft Community.

I totally understand that you're having issues with your Surface display. You got me here and we'll definitely solve this issue together.

From what you have stated that when you connect the Surface to an external monitor, and you can see the display in there, it is already understandable. that there is already a hardware issue of the screen. However, for the benefit of the doubt, you can try doing the step below:

1. Forced device to restart by pressing and holding the power button for 20 seconds to force restart your device and release it when the Windows logo appears on the screen.
2. Press the Windows logo key + Ctrl + Shift + B to refresh the screen
3. Run Surface Diagnostic Toolkit. Please refer to this link Surface Diagnostic Toolkit - Microsoft Apps

If any case the issue persists to happen still, we can then conclude that the device has a hardware issue already. Thus, there is a need for you to contact our live supports to request that because repair order/replacement is already beyond our scope in the Microsoft community as we don't have the necessary tools. The best thing we can do is refer you to the support channel that can best handle your issue, which will be our live support. To contact our online support, please refer to the following steps:

1. Go to Contact Us - Microsoft Support2. Choose how you want support for Surface devices.3. Enter the problem you need help with.4. Review any available solutions offered, and then select Contact support.You can check out the following links for a detailed guide to contacting our live support: How to get phone and chat support (for Surface Home/Consumer - Microsoft Community

Hope this helps!

Kind regards,

Rolando S.

Hi, sorry to keep you waiting. I ended up taking the Surface to another repair shop that works on these are they were not able to fix this either. I will either try another shop or ship to Microsoft for repair.

Thanks.

Todd

Answer 3

Hello Todd,

Thank you for your response and for letting me know what happened.

When it comes to repair order, it is already beyond of our scope here in Microsoft Community since we do not have the necessary tools. The best thing we could do is to refer you to the support channel that should be best to handle your concern which would be our live support. If you'd wish to create a repair order, please follow the steps below to contact our live supports for assistance:

1. Go to Contact Us - Microsoft Support2. 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.Here is a link you can check to know a detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft CommunityI wish you all the best and hoping you'll get a resolution there.Regards,Rolando S.