Surface Screen On But No Image

Question

Hello, I currently have owned a Surface Pro 7 for about 2 years now. All of sudden my screen decided to go blank and not display any images. The lights for the facial recognition come on but all i’m met with is a flickering screen that is bluish in color meaning it’s on, but no image on the screen. I’ve tried to hard reset it with the holding the power and volume button thing, but no Microsoft logo appears. I even plugged and unplugged from the dock but the Surface doesn’t turn on with or without the dock. I do have my surface hooked up to a Surface Dock 2 where for some reason, displays an image on my external monitor but nothing on my surface. My settings don’t even recognize my Surface Exists in display settings, so essentially my Surface is running as a PC for my monitors at the moment. My keyboard on my Surface even works, but yet the screen on it fails to turn on. Any help is appreciated. Thanks!

Answer 1

Hi KevinChu7,

Thank you for reaching Microsoft Community. I understand that you're experiencing issues with your Surface Pro 7's display. Based on the information you've provided; it seems like the issue might be related to the display itself or the graphics driver.

Have you tried pressing the Windows key + CTRL + Shift + B to reinitialize the display driver of the device? If not yet, please do so then see how it goes.

If still issue persists, please try these steps while connected to the external monitor:

Open Device Manager

Expand Display adapters

Right-click on Intel(R) Iris(R) Plus Graphics

Select Uninstall device

Expand Monitor

See if the Surface Panel shows up, uninstall it also if yes

Restart the Surface then see how it goes

Additionally, please make sure also that all updates are installed including Optional updates in Windows Settings > Updates & Security. Check also for the Surface drivers' health through the Surface app then run the Surface Diagnostic Toolkit to run some system checks and repairs. See: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support

Let me know how it goes.

Kind regards,
Marrion

Answer 2

Hello, I followed the steps you told me to, I restarted, but it resulted in the monitors being mirrored instead of extended. Unfortunately, promptly after, the screens turned dark, and my surface won’t turn on anymore, nor the monitors. The blue hue of the screen being on no longer appears either.

Answer 3

Hi KevinChu7,

Thank you for the response. Sorry to hear that issue persists and that now the Surface does not turn on including the monitors. Please proceed in doing a force shutdown on the Surface to clear the hardware cache. Disconnect all peripherals first from the Surface including the monitor and typecover but leave it connected to power then press and hold down the Power button for 20 seconds. After a few seconds, connect the Surface back to the external monitor then turn on the device again.

If still the issue persists with the Surface display, please reach out to our live support for further assistance on this and to check for options as this is likely a hardware issue already on the screen of the Surface. You can reach our live support through these steps:

1. Go to Contact Us - Microsoft Support
2. 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.

You may also see this forum article by Barb Bowman for a more detailed guide in getting phone or chat support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

Kind regards,
Marrion