Surface Book2 Very Hot screen

Question

I have a problem with my Surface Book 2, it is not 2 years old yet

The screen is getting so hot whilst charging that I am afraid it will catch fire, I have also notice the screen has a bulge in the middle, I have been told by Microsoft that it has to be replaced and they want over £600, I cant afford that, has anybody else had a problem?

I have just been informed that this is a known problem

Answer 1

Hi GaryDeverson1,

We're sorry for the inconvenience this has caused you. 

Since you mentioned that you were already informed to send your device for service to have it replaced, I'd like to know if they already advised you to reset the Surface device back to its factory settings? Did they run the system file checker already? Are you using it while charging?  Did they ask for the battery report of your Surface?

Please let us know so we can check if there's any troubleshooting steps that haven't done yet and can be performed on your Surface device.

Kind Regards,

Crest

Answer 2

Thank you for your reply

I have now completely cleaned it down, reset and updated all the drivers.

Last night, whilst updating, (before the latest updates/drivers were installed) obviously the screen was black with just the update info, using a Flir One heat detector, the rear of the screen recorded a temperature of 46 deg

Will do more testing today and get back to you, to let you know the results

Regards

Gary

Note

Quick question. With the Surface Book2, are all the firmware updates automatic through windows update, or do these have to be done manually?

The reason for asking is, I have been reading that there are firmware updates available for the CPU

Answer 3

Hi GaryDeverson1,

Usually, if there's any update to the drivers of your Surface device, it comes through Windows update and you'll know from the device update history as to see what drivers will be updated when you are to install the pending updates (https://support.microsoft.com/en-us/help/4055398/surface-book-2-update-history).

You may find some drivers in Device Manager that are outdated simply because the pending update that you may see in your device settings does not mean that it's for all the drivers, so it's better check the update history and see for yourself what drivers will be updated.

Kind Regards,

Crest

Answer 4

Hi GaryDeverson1,

We're sorry for the inconvenience this has caused you. 

Since you mentioned that you were already informed to send your device for service to have it replaced, I'd like to know if they already advised you to reset the Surface device back to its factory settings? Did they run the system file checker already? Are you using it while charging?  Did they ask for the battery report of your Surface?

Please let us know so we can check if there's any troubleshooting steps that haven't done yet and can be performed on your Surface device.

Kind Regards,

Crest

Thank you for your reply

I have been on the phone this morning to Microsoft and am in the process of setting my laptop back to factory settings as we speak

The Fault

When using the Surface book on the battery, very little heat is produced, whatever programs I run

When using the book whilst charging it gets very hot, (nearly can't touch the center of the screen) even if it is just the background items running (hence the factory reset I am now doing)

When the batteries are charged it cools down.

So far I have gone through everything on the Microsoft support website, including making sure all the updates were completed, a bios update, renewed all drivers including for battery and power supply and run the Surface Diagnostic Toolkit (no problems found)

No I was not asked to do anything on the chat, I was informed that there was a problem with the book and that it would have to be replaced at a cost to myself.

Please may I add that if there is a hardware fault with this machine, then this comes into place 

https://europa.eu/youreurope/business/dealing-with-customers/consumer-contracts-guarantees/consumer-guarantees/index_en.htm#:~:text=EU%20law%20also%20stipulates%20that%20you%20must%20give,law%20may%20require%20you%20to%20provide%20longer%20guarantees.

Regards

Gary Deverson

Answer 5

Hi GaryDeverson1,

Thank you for your response.

Please let us know if you're done factory resetting the device. This is for us to determine whether or not the unit is experiencing a hardware issue. If the problem persists after the reset, then this confirms that your Surface device is already facing a hardware issue and the best resolution I can recommend is to send the device for service to have it replaced.

Kind Regards,

Crest