Surface Pro 5 will not turn on

Question

My company has many Surface Pro 5's all with the same problems. 80% are in the field every day.They will not turn on without being plugged in; none have battery issues, all are fully charged and the cords work. Some can be turned on holding the power &  volume button while being plugged in. Other units will not turn on holding the buttons and must be plugged in and will turn right on. All units have the newest Microsoft firmware and Windows 10 updates. All are out of warranty now and never experienced these issues while warranty was still good. Almost hesitant utilizing the new budget for buying Microsoft Pro's. Any definite fixes for these problems?

Answer 1

Hi, JAF 08610!

Thanks for reaching Microsoft Community and letting us know about the situation you have with the Surface Pro (5th Gen) devices that your company uses. We are truly sorry for the troubles you have to go through. This is not the experience that we want you to have.

Kindly try to wake the display with the 4-key combo.

• Simultaneously press the Windows key + Ctrl + Shift + B.
• If there is no keyboard attached, simultaneously press both the Vol + and Vol – buttons at the same time, 3 times in quick succession (within two seconds).
• If the device is responsive, it will play a confirmation beep, even if it is not able to wake the display.

Force shutdown the device and restart.

1. Press and hold the power button until the screen turns off (about 10 seconds), then release the power button.
2. Press and release the power button to turn your Surface back on. You should see the Microsoft logo.

If that doesn't work, here's how to make sure your Surface turns off completely:

Press and hold down the power button until your Surface restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

Undock and/or disconnect accessories, then press the power button.

A connected accessory might be preventing the device from turning on.

Leave the device plugged in to the charger included with the device, but remove all peripherals connected to it, including the Typing Cover, accessories, adapters, external monitor, and microSD card and disconnect the Surface Pro (5th gen) from the docking station if used. 

If ever you encounter problems for the devices issued by the company, please Contact Surface Support for business for further assistance.

We hope this helps you out, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you. 

Kind regards,                                                                                                                 

Janette_Z

Answer 2

I have given the field employees time to try these fixes. All have said that nothing is connected, no micro SD, flash drive, key pad, power cord. Volume +- didn't work nor produce a sound, holding power did not work (but use to), attaching keypad and holding keys did not work. Only attaching power cord and pressing power once works. All have done the forced shutdown and that works throughout the day or it's do to them being started with the power cord. All have been powered off and also forced shutdown, then next day back to plugging the cord in to start them, all are already fully charged.