When I open my laptop, it just shows the window logo in a black screen and never boots.

Question

So recently my laptop stopped working. I have a Surface laptop and when I press the start button the laptop does not boot at all. The whole screen in black and it just shows the windows logo and it stay like that. I tried rebooting several times, tried all the shortcut keys ctrl+alt+shift+del all that stuff, nothing works. Keyboard is unresponsive as well the caps looks key does not light up but the Fn key does but only for a few seconds then the light shuts down as well. When I turn on the laptop, it overheats instantly and makes a loud noise so I assume the fan isn’t working? I literally have no clue what is going on. No water damage, no external damage either. I bough a data recovery USB to restart everything but it obviously didnt work because the laptop won’t even boot at all.

Please someone help!

Answer 1

Hi kxrxi,

Thank you for reaching Microsoft Community. I'm sorry to hear that you Surface is not turning.

Please try first to perform a force shutdown by pressing and holding down the Power button of the device for 20 seconds to clear the hardware cache of the device. If the device turns on after this step, please proceed running the Surface Diagnostic Toolkit to make sure your device is updated and working as expected (see: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)).

If still the device does not turn on, I'm sorry but please contact our live support team for options available and for further assistance. 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