Surface Hub 3 for Business 50"

Question

Hello,

Could you please assist me with the Surface Hub? It is faulty and will not power on. We have attempted to restart it, but it is not working. Could you please repair or replace it?

Many thanks.

Answer 1

Hello niculina Lascu,

Please understand that Surface Hub devices have a specialized OS, firmware, and enterprise-grade management model, so their troubleshooting — including repair and replacement — falls outside standard forum support. For accurate, device-specific guidance, please contact Surface for Business / Education Support: https://learn.microsoft.com/en-us/surface/contact-surface-business-education-support.

I hope this points you in the right direction.

Answer 2

For a Surface Hub 3 that will not power on, follow these steps before requesting repair or replacement:

1. Disconnect everything except power and Ethernet from the Surface Hub.
2. Make sure the Hub is plugged directly into a dedicated wall power outlet (no power strips or extension cords).
3. If an APC Charge Mobile Battery is connected, disconnect the battery and try powering on again. If the issue only occurs when using the APC battery, contact APC support.
4. Test with a different power cord and a different wall outlet.
5. Perform a hardware reset:
   • Press and hold the Power button on the Hub for at least 20 seconds, then release and try to power it on again.
6. If it still does not power on, reseat the compute cartridge following the guidance in the documentation for Surface Hub 2S/3 compute cartridge replacement.

If the Surface Hub still fails to power on after these steps, a support request is required for repair or replacement. When creating the request, include at least:

• The results of all troubleshooting steps above.
• Whether the backlight is visible on the device.
• Whether the Source button on the keypad works and if any sources are visible on screen.
• Whether external content (for example via HDMI) is displayed when an external device is connected.
• Whether the Surface Hub appears as an available Miracast target from another device.
• The date the Hub was delivered and when it was found to be unresponsive.
• The Surface Hub serial number (printed near the power cord on the rear of the device).

To proceed with service:

• For business/education devices, use the Surface service options for Business and Education to open a service request through the appropriate Surface business support channel.
• For personal devices, sign in to the devices page for the Microsoft account, select the device, and start a service order.

If online service creation is not suitable, in some regions in-person service centers are available for professional inspection, troubleshooting, and, if needed, repair or replacement.

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References:

• Troubleshoot Surface Hub power issues
• Reset & recovery for Surface Hub 2S & Surface Hub 3
• Surface service and repair options
• How to get service or repair for Surface
• Surface won’t turn on or start
• Surface turns on and shows "Couldn't find a bootable operating system"
• We could not get pass this error message on the Surface Hub3 - Microsoft Q&A
• Unable to cast a computer screen to a Surface Hub 2s - Microsoft Q&A
• Filing a warranty claim for a Surface Laptop 4 - Microsoft Q&A
• My battery expanded in my Notebook and popped open the cover. This is not good - Microsoft Q&A
• Who do I contact in regards to requesting an invoice - Microsoft Q&A