Surface won’t turn on, Windows won’t start, or the battery won’t charge

Applies to

Surface Book, Surface Pro 4, Surface Pro 3, Surface 3, Surface Pro 2, Surface Pro.

Applies to

Surface 2, Surface RT.

Applies to

Surface Pro 3, Surface 3, Surface Pro 2, Surface Pro.

Applies to

Surface 2, Surface RT.

Operating system:

If your Surface doesn’t respond when you turn it on or displays a screen you don’t recognize, here are ways to troubleshoot the problem and find solutions.


Before you begin

First, check for things that might prevent your Surface or Windows from starting or the battery from charging.

Step 1:

Disconnect everything. Remove everything connected to your Surface and unplug the power cord from the electrical outlet.

 
Note
If you have a Surface Book, make sure the Clipboard is attached to the keyboard.
Step 2:

Check connectors. Check for any damage to your connectors and use a soft cloth to make sure the connectors and charging port are clean and free of debris.

 
Note
If you see any damage to the charging port, power connector, or power cord, contact us.
Step 3:

Plug in your Surface. After checking the connectors, plug the power supply into a working electrical outlet first and then reconnect the power connector to the charging port on your Surface.

Make sure that the connections are secure and that nothing is plugged in to the USB charging port on the power supply.

Important
Surface is designed to work best with the included power supply.
Test connections on USB charger
Step 4: Check the power connector light. Is the LED light on the power connector turned on?

Surface RT, Surface Pro, and Surface Pro 2 power connector light
Surface Pro and Surface Pro 2
Surface 3 power connector
Surface 3
Surface Pro 3 power connector light
Surface Pro 3
Surface Pro 4

Surface Pro 4

Surface Book

Surface Book

  • If the light is off: You may need to replace your power supply. For more info, contact us.
  • If the light is flashing: Remove the power connector from your Surface and check again for damage or debris that could cause a bad connection. If the light continues to flash, you may need to replace the power supply. For more info, contact us.
  • If the light is on: If the power connector light is on but you still have the problem, find the scenario below that best describes it and follow the troubleshooting steps on that page.

Select your symptom

If your Surface …
Go to this page
  • Doesn’t turn on or respond at all when you press the power button
  • Doesn’t wake from sleep
  • Turns on but displays a black, blue, or dark-colored screen
  • Turns on but the screen appears to be backlit
  • Turns on but displays a different screen (not Windows), like Automatic Repair or Choose an option
  • Turns on and the Surface logo remains on the screen for more than a few seconds
  • Turns on but the battery doesn’t charge when your Surface is plugged in
  • Turns on but Windows doesn’t detect the battery
  • Turns on but doesn’t recognize that it’s plugged in
  • Turns off when you remove the power supply
  • Shuts down or freezes in the middle of installing updates
  • Turns on but Windows freezes and stops responding

If your Surface doesn’t respond when you turn it on or displays a screen you don’t recognise, here are ways to troubleshoot the problem and find solutions.


Before you begin

First, check for things that might prevent your Surface or Windows from starting or the battery from charging.

Step 1:  Disconnect everything. Remove everything connected to your Surface and unplug the power cord from the electrical outlet.
Step 2: 

Check connectors. Check for any damage to your connectors and use a soft cloth to make sure the connector and charging port are clean and free of debris.

Note
If you see any damage to the charging port, power connector or power cord, contact us.
Step 3: 

Plug in your Surface. After checking the connections, plug the power supply in to a working electrical outlet and reconnect the power connector to the charging port.

Important
Surface is designed to work best with the included power supply.
Step 4:  Check the power connector light. Is the LED light on the power connector turned on?
Surface RT power connector light
Surface RT
Surface 2 power connector light
Surface 2
  • If the light is off: You may need to replace your power supply. For more info, contact us contact us.
  • If the light is flashing: Remove the power connector from your Surface and check again for damage or debris that could cause a bad connection. If the light continues to flash, you may need to replace the power supply. For more info, contact us.
  • If the light is on. If the power connector light is on but you still have the issue, find the scenario below that best describes the problem and follow the troubleshooting steps on that page.

Select your symptom

If your Surface …
Go to this page
  • Doesn’t turn on or respond at all when you press the power button
  • Doesn’t wake from sleep
  • Turns on but displays a black, blue, or dark-coloured screen
  • Turns on but the screen appears to be backlit
  • Turns on but displays a different screen (not Windows), like Automatic Repair or Choose an option
  • Turns on and the Surface logo remains on the screen for more than a few seconds
  • Turns on but the battery doesn’t charge when your Surface is plugged in
  • Turns on but Windows doesn’t detect the battery
  • Turns on but doesn’t recognise that it’s plugged in
  • Turns off when you remove the power supply
  • Shuts down or freezes in the middle of installing updates
  • Turns on but Windows freezes and stops responding

If your Surface doesn’t respond when you turn it on or displays a screen you don’t recognise, here are ways to troubleshoot the problem and find solutions.


Before you begin

First, check for things that might prevent your Surface or Windows from starting or the battery from charging.

Step 1:  Disconnect everything. Remove everything connected to your Surface and unplug the power cord from the electrical outlet.
Step 2:  Check connectors. Check for any damage to your connectors and use a soft cloth to make sure the connectors and charging port are clean and free of debris.
Note
If you see any damage to the charging port, power connector or power cord, contact us.
Step 3: Plug in your Surface. After checking the connections, plug the power supply in to a working electrical outlet and reconnect the power connector to the charging port.

Make sure that the connections are secure and that nothing is plugged in to the USB charging port on the power supply.

Important
Surface is designed to work best with the included power supply.
Test connections on USB charger
Step 4:  Check the power connector light. Is the LED light on the power connector turned on?
Surface RT, Surface Pro and Surface Pro 2 power connector light
Surface Pro and Surface Pro 2
Surface 3 power connector
Surface 3
Surface Pro 3 power connector light
Surface Pro 3
  • If the light is off: You may need to replace your power supply. For more info, contact us.
  • If the light is flashing: Remove the power connector from your Surface and check again for damage or debris that could cause a bad connection. If the light continues to flash, you may need to replace the power supply. For more info, contact us.
  • If the light is on: If the power connector light is on but you still have the issue, find the scenario below that best describes the problem and follow the troubleshooting steps on that page.

Select your symptom

If your Surface …
Go to this page
  • Doesn’t turn on or respond at all when you press the power button
  • Doesn’t wake from sleep
  • Turns on but displays a black, blue, or dark-coloured screen
  • Turns on but the screen appears to be backlit
  • Turns on but displays a different screen (not Windows), like Automatic Repair or Choose an option
  • Turns on and the Surface logo remains on the screen for more than a few seconds
  • Turns on but the battery doesn’t charge when your Surface is plugged in
  • Turns on but Windows doesn’t detect the battery
  • Turns on but doesn’t recognise that it’s plugged in
  • Turns off when you remove the power supply
  • Shuts down or freezes in the middle of installing updates
  • Turns on but Windows freezes and stops responding

If your Surface doesn’t respond when you turn it on or displays a screen you don’t recognise, here are ways to troubleshoot the problem and find solutions.


Before you begin

First, check for things that might prevent your Surface or Windows from starting or the battery from charging.

Step 1:  Disconnect everything. Remove everything connected to your Surface and unplug the power cord from the electrical outlet.
Step 2: 

Check connectors. Check for any damage to your connectors and use a soft cloth to make sure the connector and charging port are clean and free of debris.

Note
If you see any damage to the charging port, power connector or power cord, contact us.
Step 3: 

Plug in your Surface. After checking the connections, plug the power supply in to a working electrical outlet and reconnect the power connector to the charging port.

Important
Surface is designed to work best with the included power supply.
Step 4:  Check the power connector light. Is the LED light on the power connector turned on?
Surface RT power connector light
Surface RT
Surface 2 power connector light
Surface 2
  • If the light is off: You may need to replace your power supply. For more info, contact us.
  • If the light is flashing: Remove the power connector from your Surface and check again for damage or debris that could cause a bad connection. If the light continues to flash, you may need to replace the power supply. For more info, contact us.
  • If the light is on. If the power connector light is on but you still have the issue, find the scenario below that best describes the problem and follow the troubleshooting steps on that page.

Select your symptom

If your Surface …
Go to this page
  • Doesn’t turn on or respond at all when you press the power button
  • Doesn’t wake from sleep
  • Turns on but displays a black, blue, or dark-coloured screen
  • Turns on but the screen appears to be backlit
  • Turns on but displays a different screen (not Windows), like Automatic Repair or Choose an option
  • Turns on and the Surface logo remains on the screen for more than a few seconds
  • Turns on but the battery doesn’t charge when your Surface is plugged in
  • Turns on but Windows doesn’t detect the battery
  • Turns on but doesn’t recognise that it’s plugged in
  • Turns off when you remove the power supply
  • Shuts down or freezes in the middle of installing updates
  • Turns on but Windows freezes and stops responding

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