white line on the screen

Question

I have just bought a surface pro 9 (i7, 16GB RAM, 256GB). Unfortunately, from the beginning it shows a white line (like long rectangle, approximately 4*70 mm) during start up. It just happens during start up and disappears after seconds. It doesn't happen all the time but every time it happens in the same place of screen (on the left-hand side). I saw this line from the second time of start up before updating and then after updating windows. I haven't any photos from the issue but I have found that it has been reported with photos on the web. The question is whether this is a software or hardware issue and what should I do.

Answer 1

Hi Hossein Hosseini2,

Thank you for reaching Microsoft Community and sorry to hear about the issue that you are having on your Surface Pro 9.

Considering that the issue appears during the Windows startup screen though occurs intermittently, it is possible that it is already a hardware issue but let us try first running some steps on the device and see how it goes. Try to check for the Surface drivers' health through the Surface app and run the Surface Diagnostic Toolkit to run some system checks and repairs. Also, make sure that all updates are installed including Optional updates in Windows Setting > Windows Updates. See this page for reference: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support

After running those steps, kindly observe if still the issue would occur again or not. Let me know how it goes.

Kind regards,
Marrion

Answer 2

Dear Marrion,

I really appreciate your help. I followed all you mentioned. However, the issue occurs again.

Kind regards,

Hossein

Answer 3

Hi Hossein Hosseini2,

Thank you for the update and sorry to hear that still the issue persists. For this case, I would recommend taking back the device to its point of sale for replacement. If it was purchased through the online Microsoft Store, you may reach our live Microsoft Store support through the numbers on this page: Contact Microsoft Store Support - Microsoft Support.

If in case needed, you can also reach out to our live Surface support through the steps provided by Barb Bowman on this forum article then the Surface team can direct you to the Microsoft Store team: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

Kind regards,
Marrion

Answer 4

Dear Marrion,

Thank you so much for your help.

As the issue doesn't happen all the time and I can't show the issue, the agent of Microsoft won't accept the fault. So, is it possible to define or specify the problem?

Kind regards,

Hossein

Answer 5

My surface pro 9 had the same problem. I had it replaced, they say its the lcd screen and it had a defect.

I suggest you get it replaced, its sad that microsoft wants the prices they charge and have issues like this.