New Surface laptop 5 black screen sleep

Question

Hi everyone,

I have been using this surface laptop 5 for few days and yesterday i was using it as usual and i closed it without shutting down but today i woke up and opened it the screen was black ( i thought it was out of power ) i grab the power cable and connect it it was out of power but i tried to open it up i was seeing the logo of window and hear the sound as it is on but no display it’s off i tried every method ( the volume up and power , the restarting ) but still now i am seeing the screen when trying to turn it off but i can’t click anywhere the mouse not working and i can’t press advanced option (the following images are everything i tried) but i can’t see any other thing

Answer 1

Hi Munezero olivier hugue,

Thank you for posting in Microsoft Community.

Hello! I'm sorry to hear that you're experiencing issues with your Surface Laptop 5's display. It's possible your device may be experiencing a software or hardware issue. I am here to help and let us both isolate the problem.

Here are a few troubleshooting steps you can try:

1. Press and hold the power button for 30 seconds, then release it and wait for a few seconds before pressing it again to turn on your device.
2. Wake it up with keyboard shortcuts: Press the Windows logo key + Ctrl+ Shift+ B.
3. Connect your Surface Laptop 5 to an external display to see if the issue is with the display or the device itself.
4. Try booting your device in Safe Mode. See Start your PC in safe mode in Windows - Microsoft Support. This will start the device with only the essential drivers and services, which can help identify any software-related issues. If touch screen works, use it to navigate on the Choose an option screen. If it won't work, you may need to use an external mouse so you can navigate on the screen.
5. If none of the above step's work, you may need to perform a factory reset of your Surface Laptop 5 using a USB recovery drive. This will erase all data on the device, so make sure to back up any important files while you're in the safe mode before proceeding with the reset. See Creating and using a USB recovery drive for Surface - Microsoft Support.

I hope the provided solution works for you. I look forward to hearing from you.

Kind regards,

Lavenia

Answer 2

Hi @Lavenia A.

thanks for helping and giving me new solutions after i tried all you told me i charged my pc to full power and after i unplugged it and let it cool for like 4 hours and after i opened it and it was good to go i appreciate your support

Answer 3

You're welcome, Munezero olivier hugue. I'm glad to know that everything is working now. Thank you for giving us the opportunity to work with you regarding this concern.   

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