Surface 9 Pro not booting

Question

Hi there,

*This is not relating to another question I asked earlier this week.

We have a Surface 9 device and this device is not booting at all.
We have charged it (could confirm by LED) but still it does not turn on at all. No response when we press the power button or even when we keep the power button pressed for a long time like 2 mins.

This device was working until yesterday but it shut down all of a sudden.

No indication.
It looks like the device is dead.

I need to raise a ticket with Microsoft but I have no button to "register device" on my M365 account, making it impossible for me to open a ticket with Microsoft.

I have the serial number of the device and the device is under warranty.
Could someone please help me open a ticket? Getting support from Microsoft is extremely difficult. Hope they can improve this.

Kind regards,

Matt

Answer 1

Hi Matt,

Thank you for posting your problem we are here to help you. Possible reason why your Surface Pro 9 suddenly shutdown is Firmware or Software glitch, corrupted updates or battery issue.

For now please try this steps check if this will help to fix the problem.

Try to connect the Surface Pro 9 charger to different power outlet then test if will work.

Disconnect all cables connected to your Surface 9 Pro including the charger then turn on your Surface Pro 9 to test.

For more details check this article from Microsoft: Surface won't turn on or start

https://support.microsoft.com/en-us/surface/surface-won-t-turn-on-or-start-1e181652-3db8-5ca1-9649-7390fafb102a

To raise a request for repair service try this link.

Open Web browser

copy and paste this Microsoft Account | Device link:

https://account.microsoft.com/devices/select-device-for-repair

Log in using your Microsoft account and Select the device that needs service and then select Next.

If it isn't registered, select Register device. Next Follow the instructions to complete your service order.

You can check this article from Microsoft for further details: How to get service repair.

https://support.microsoft.com/en-us/surface/how-to-get-service-or-repair-for-surface-b06da716-0763-65b3-e2f2-116d9e30f877

looking forward to helping you out.  If you need more help please feel free to let me know.

Best regards,

Jansher