Surface Laptop - back panel vibrates when touched

Question

https://answers.microsoft.com/en-us/surface/forum/all/surface-laptop-monitor-vibrates/ea84a15e-c8ba-4184-8b8c-e2e54e23bcb1

Exactly as was happening in the thread above though that didn't seem to have an answer so I'm hoping the 4 years since that someone knows why this is happening and if it's an issue?

Essentially, when the laptop is plugged into power, just touching the back panel, behind the screen, and moving the fingers anywhere on the panel, there is a strange vibration, like haptic feedback. When I stop moving my fingers, the sensation isn't there. I'm just wondering if it is a concern.

Cheers,

Rob

Answer 1

Hi rjurd,

Thank you for reaching Microsoft Community. I'm sorry to hear about this weird behavior that you are having on your Surface Laptop 4 when charging. Definitely, this is not normal but we'd like to ask for some details first regarding with the set up.

• Which Surface Laptop 4 configuration do you have? AMD or Intel? 13.5" or 15"?
• Is the power supply that comes with the Surface being used or you are using other third party power supply?
• Is the power connected directly to the outlet or is it connected through a power strip? If connected through a power strip, try connecting it directly to a wall outlet.
• Have you tried charging it on a different location like at the office or on a coffee shop? Does the same behavior occurs?
• Are any other peripherals or accessories connected to the device while charging?

Kindly run these steps below also on your Surface then observe if the same behavior still occurs:

1: Run Surface Diagnostic Toolkit

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

2: Check for Windows Update

Go to Windows Settings > Update & Security and select Check for updates

Make sure all updates need are installed including Optional updates

3: Update drivers and firmware

Check what is the current OS Build of your Windows version by going to Settings > System > About. 

Go to Download driver and firmware for Surface, choose Surface Laptop

Then click the link next to Surface Laptop 4 then click Download on the next page.

Choose the .msi file that matches your current OS Build and click Next.

After downloading, run and install the .msi then Restart. 

4: Run System File Checker Tool

See: Using System File Checker in Windows (microsoft.com)

Hope this helps.

Kind regards,

Marrion

Answer 2

Hi Marron,

Thank you for your fast response! :)

To answer your questions:

• Which Surface Laptop 4 configuration do you have? AMD or Intel? 13.5" or 15"? AMD 15"
• Is the power supply that comes with the Surface being used or you are using other third party power supply? OEM power supply
• Is the power connected directly to the outlet or is it connected through a power strip? If connected through a power strip, try connecting it directly to a wall outlet. Direct to outlet
• Have you tried charging it on a different location like at the office or on a coffee shop? Does the same behavior occurs? yes, same behaviour no matter where it is plugged in
• Are any other peripherals or accessories connected to the device while charging? No, there are no other peripherals plugged in

I've tried 1 & 2 in the steps above and weirdly it got better after the touch sensitivity test (only some areas on the back had the issue moreso than others), however, when logging in as another user the problem returned to all over the panel. Touch sensitivity? When testing it didn't pick up all 5 fingers at once but repeatingly raising on placing my fingers they eventually registered. Is this normal?

Answer 3

Hi rjurd,

Than you for the response and details provided. This is definitely not normal. I recommend contacting our live support for options available and for further assistance on this. You may contact them through the numbers listed in Global Customer Service phone numbers (microsoft.com) under For Business users. This works with Home users also, just select Surface then Home as a type of user in the IVR prompt. You may also reach them through this page: Contact Us - Microsoft Support following the steps below:

1: Go to Contact Us - Microsoft Support and sign-in your personal Microsoft Account

2: To make sure you are using the correct locale of the page, click the Globe icon on the lower-left corner of the page then select the country you are in.

3: Click Get support

4: On the Describe your issue box, type in Contact support then click on Get Help

5: Click on Contact Support at the bottom

4: On the next page, select Surface then Technical support then choose your Surface model and click on Confirm

5: These options should appear depending on which is available on you country. It would also show the available time of support if in case you accessed the page out of the time of operations.

       You may select **Provide your phone number and a support agent will call you** option and you will be ask to select and confirm your phone number then click **Confirm**. You will then receive a phone call from support in a while. 

      Selecting **Chat with support agent in your web browser** will ask you to confirm the email address associated with your Microsoft Account then click **Confirm**. 

Kind regards,

Marrion

Answer 4

https://answers.microsoft.com/en-us/surface/forum/all/surface-laptop-monitor-vibrates/ea84a15e-c8ba-4184-8b8c-e2e54e23bcb1

Exactly as was happening in the thread above though that didn't seem to have an answer so I'm hoping the 4 years since that someone knows why this is happening and if it's an issue?

Essentially, when the laptop is plugged into power, just touching the back panel, behind the screen, and moving the fingers anywhere on the panel, there is a strange vibration, like haptic feedback. When I stop moving my fingers, the sensation isn't there. I'm just wondering if it is a concern.

Cheers,

Rob

Had the exact experience... unplug, rotate and plug it back in... The vibration stops!

Answer 5

I just noticed this with my new Surface Pro 8