Surface laptop go won’t turn on, big battery sign on screen and then screen doesn’t turn on

Question

Hi I have a Surface Laptop Go, and today it won’t turn on. Last night the battery completely died so this morning I left it to charge for a few hours. When I left it the charger light was on and when I came back to it the light was still on. However when I tried to turn the laptop on a large battery symbol just appeared and then the screen switches off. I noticed that the when I tried to recharge it, the light on the charger disappeared and then reappeared but I have now connected it to another power source and for the last 15 mins it’s been charging with the light on. Does anyone know what the problem is? I’ve never had any problems with my battery and I’ve had the laptop for 3 years???

Answer 1

Hello N H02,

Thank you so much for posting in Microsoft Community.

I appreciate you raising this concern to us, and I understand that you are having issues with your Surface. Based on the statements provided, it seems like the power supply you are using is defective. If there is a battery icon on showing when you try to turn on your Surface, that is an indication that your device is out of battery life and that needs to be charged. Since you have also mentioned that the light on the charger disappeared, that light is also an indication that the power supply is working and if there is no light, it is not working. Thus, it is not giving power to your Surface and that explains why you are seeing that battery on the screen.

I suggest contacting our live support as they have, they have the tools and resources to give you further options and assistance regarding on this concern. To reach them, see steps below:

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.3. Type in the problem you need help with.4. Look at any available solutions offered and select Contact Support.Here is a link you can check to know a detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft CommunityI wish you all the best and hoping you'll get a resolution there.Regards,Rolando S.

Answer 2

Our Surface has the same issue happen, seemingly randomly, every few months. Despite being on a charger overnight it displays the battery symbol and won’t turn on. To resolve I turn the computer off with a very long press of the power button until it turns off, wait 30 seconds or so, then turn the computer back on. Now we’re good for a few months again. I don’t know the root cause, but this works every time, and i haven't had to buy a new charger.

Answer 3

Solved the problem immediately!

Many thanks Terry

Answer 4

Thank you for this explanation. It worked for me!

Answer 5

Works for me too, Terry.