Surface pro 6 backlight not working

Question

My Surface pro 6 screen backlight seems not to be working, I can see it when shining a torch on it is there any way to fix this via the computer, or do I have to the store that I got it from/ Microsoft?

The backlight still works, it is just temperamental (I don't mean the keyboard backlight), I can still see the screen if I shine a torch on it, or if it decides to work

Answer 1

Hi 14sirs,

Thank you for reaching Microsoft Community. Apologies for the inconvenience this has caused you.

Just to make sure that I get the exact picture of the issue: the keyboard backlight of your Surface Pro 6 typecover is working fine. However, the issue is the backlight of the screen itself where you cant see anything on the display unless if you point a flashlight on it but there are times also that the backlight works fine, correct?

Adjusting the screen brightness slider in Windows Settings > Display does not change anything, correct?

Does it happen both when the device plugged in and running on battery?

When did the issue started and were there any changes made on the device prior to the start of the issue?

Kindly try first booting the device to its UEFI settings then check if the issue also occurs on that environment. See: How to use Surface UEFI (microsoft.com) for the steps on how to get to the UEFI settings. Please let us know how it goes in the UEFI screen.

Kind regards,

Marrion

Answer 2

You are correct with what you see the issue as, and Changing the brightness slider does nothing. The issue started a month or more ago, and at times my surface makes a high pitched screeching when on full brightness, I can stop the screeching by turning down the brightness.
I will try booting the Device to its UEFI settings, do I need to back up my things before doing this?

Answer 3

If your Surface is making a screeching sound, it would be a good idea to make sure you've backed up everything stored locally just in case the display fails. Booting to the UEFI should not cause an issue, but if there is an issue with the display, make sure you keep everything backed up that isn't stored in the cloud.

Answer 4

Ok then

Answer 5

Hi 14sirs,

I would like to check if you were able to check in the UEFI environment already if the issue also occurs there. How did it go?

Considering the details you provided earlier and added about the high pitched sound, this is likely a hardware issue already on the Surface in which no troubleshooting can fix and next step would be device replacement. Please see this page for details: How to get service for Surface (microsoft.com). You may also contact our live support 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