Applies to

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

Applies to

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

Applies to

Surface RT, Surface 2.

Operating system:

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

If Surface or Windows won't start, or you’re having problems with the power supply or battery, here are some solutions to try.


Before you begin

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

Step 1:  Verify that the conditions are right for charging your Surface. Surface is designed to work between 32° and 95° Fahrenheit (0° and 35° Celsius).
Step 2:  Unplug the power cord from the electrical outlet, remove everything you may have connected to your Surface—power supply, Typing Cover, accessories, adapters and microSD card—and remove your Surface from the docking station if you’re using one.
Step 3: 

Check and clean the connectors on the power supply and on the Surface charging port:

  • Surface Pro models: Clean the power connector and the charging port with a soft cloth and a small amount of rubbing alcohol.
  • Surface 3: Don’t use liquid cleaners on the Surface 3 Micro USB charging port or the Micro USB power connector.
Note
If you see any physical damage to the charging port, power connector or power cord, contact us.
Step 4: 

Plug the power supply into a working electrical outlet, and reconnect the power connector to the charging port:

  • Surface Pro models: Connect the magnetic tip of the power connector to the charging port on your Surface.
  • Surface 3: Plug the Micro USB power connector into the Micro USB charging port with the power cord extending downward and the light on the connector facing toward you.

Make sure that the connections are secure and that you don’t have other devices plugged into the USB charging port on the power supply.

Important
Your Surface is designed to work best with the included power supply. Using a third-party power supply may result in slow charging.
Test connections on USB charger
Power connections on Surface Pro models
Step 5:  Now, check for the power connector light.
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
  • Light is off. Your power supply may need to be replaced. For more info, contact us.
  • Light is flashing. Remove the power connector from your Surface and check the charging port and connector again—look 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.
  • Light is on. If the power connector light is on but you’re still having trouble, find the scenario below that best describes the problem.

Select your symptom

Before you begin

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

Step 1:  Verify that the conditions are right for charging your Surface. Surface is designed to work between 32° and 95° Fahrenheit (0° and 35° Celsius).
Step 2:  Unplug the power cord from the electrical outlet, and remove everything you may have connected to your Surface—power supply, Typing Cover, accessories, adapters and microSD card—and remove your Surface from the docking station if you’re using one.
Step 3: 

Check and clean the connectors on the power supply and on the Surface charging port:

  • Surface Pro models: Clean the power connector and the charging port with a soft cloth and a small amount of rubbing alcohol.
  • Surface 3: Don’t use liquid cleaners on the Surface 3 Micro USB charging port or the Micro USB power connector.
Note
If you see any physical damage to the charging port, power connector or power cord, contact us.
Step 4: 

Plug the power supply into a working electrical outlet, and reconnect the power connector to the charging port:

  • Surface Pro models: Connect the magnetic tip of the power connector to the charging port on Surface.
  • Surface 3: Plug the Micro USB power connector into the Micro USB charging port with the power cord extending downward and the light on the connector facing toward you.

Make sure that the connections are secure and that you don’t have other devices plugged into the USB charging port on the power supply.

Important
Surface is designed to work best with the included power supply. Using a third-party power supply may result in slow charging.
Test connections on USB charger
Power connections on Surface Pro models
Step 5:  Now, check for the power connector light.
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
  • Light is off. Your power supply may need to be replaced. For more info, contact us.
  • Light is flashing. Remove the power connector from your Surface and check the charging port and connector again—look 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.
  • Light is on. If the power connector light is on but you’re still having trouble, find the scenario below that best describes the problem.

Select your symptom

Before you begin

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

Step 1:  Verify that the conditions are right for charging your Surface. Surface is designed to work between 32° and 95° Fahrenheit (0° and 35° Celsius).
Step 2:  Unplug the power cord from the electrical outlet, and remove everything you may have connected to your Surface—power supply, Typing Cover, accessories, adapters and microSD card.
Step 3: 

Check and clean the connectors on the power supply and on the Surface charging port with a soft cloth and a small amount of rubbing alcohol.

Note
If you see any physical damage to the charging port, power connector or power cord, contact us.
Step 4: 

Plug the power supply into a working electrical outlet, and reconnect the magnetic tip of the power connector to the charging port on your Surface.

Step 5:  Now, check for the power connector light.
Surface RT power connector light
Surface RT
Surface 2 power connector light
Surface 2
  • Light is off. Your power supply may need to be replaced. For more info, contact us.
  • Light is flashing. Remove the power connector from your Surface and check the charging port and connector again—look 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.
  • Light is on. If the power connector light is on but you’re still having trouble, find the scenario below that best describes the problem.

Select your symptom

+ Surface won’t turn on

Surface showing a black screen

What you see

  • A black screen, and the Surface logo doesn’t appear
  • Nothing happens when you press the power button
Important
First, make sure that you’ve followed the steps in Before you begin and that the power connector light is on.

Solution 1: Turn on Surface

Step 1:  Press and release the power button on your Surface.
Step 2: Wait a few seconds.
Your Surface may take several seconds to start up or wake from sleep. For info about power states, including how to turn Surface on, shut it down, or wake it from sleep, see Surface power states.

Note
Surface 3: If the Surface battery is drained, you’ll need to charge your Surface for a few minutes before it will turn on. Depending on how low the battery is, you may see a battery icon on the screen for 10-15 minutes before Windows starts.

Step 3: Check to see if your Surface has turned on.
  • If Surface turns on. Charge the battery for a while, and when it has at least a 40 per cent charge, install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
  • If Surface won’t turn on. Try Solution 2.

Solution 2: Force restart

Step 1:  Press and hold the power button on your Surface for 30 seconds.
The screen may flash, but continue to hold down the power button for the full 30 seconds.
Step 2:  Press and release the power button on your Surface to turn it back on.
  • If Surface turns on. Charge the battery for a while, and when it has at least a 40 per cent charge, install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
  • If Surface won’t turn on. Go to Solution 3.

Solution 3: Two-button shutdown

Use this two-button shutdown process to ensure that your Surface is turned off completely. Here’s how:

Step 1:  Press and hold the power button on your Surface for 30 seconds.
Step 2:  Press and hold the volume-up button and the power button at the same time for at least 15 seconds, then release both.
The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
Step 3:  After you release the buttons, wait 10 seconds.
Step 4:  Press and release the power button to turn your Surface back on.
  • If Surface turns on. The battery might be very low and will need to charge for a while. When it has at least a 40 per cent charge, install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
  • If Surface won’t turn on. Your Surface needs a service. For more info, go to Send my Surface in for service.

+ Surface turns on, but Windows won’t start

If your Surface turns on, but Windows doesn’t start correctly, your Surface may display one of the screens below. Choose a screen from the list to get solutions for your specific problem.

Important
  • First, make sure that you’ve followed the steps in Before you begin and that the power connector light is on.
  • Have your BitLocker Recovery Key handy in case Windows prompts you for it. If you don’t have it, you can retrieve it by going to windows.microsoft.com/recoverykey, and signing in with the same Microsoft account you use on your Surface. For more info, see BitLocker recovery keys: Frequently asked questions.
Surface logo screen

Surface logo screen

What you see

  • The Surface logo remains on a black screen, and Windows doesn’t start
  • “Getting devices ready” or a spinning circle may also appear on the screen below the Surface logo If you see this, try the solutions below, in order.

Solution 1: Wait while updates are installing

Sometimes the Surface logo stays on the screen while Surface updates are installing.
Large updates may take up to 20 minutes—so you may need to wait while they install.
If the Surface logo continues to appear, try Solution 2.

Solution 2: Force restart

Step 1:  Press and hold the power button on your Surface for 30 seconds.
The screen may flash, but continue to hold down the power button for the full 30 seconds.
Step 2:  Press and release the power button to turn your Surface back on.
  • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
  • If Windows doesn’t start.
    Go to Solution 3.

Solution 3: Two-button shutdown

Important
Don’t use this process on Surface RT or Surface 2.

Use this two-button shutdown process to ensure that your Surface is turned off completely. Here’s how:

Step 1:  Press and hold the power button on your Surface for 30 seconds.
Step 2:  Press and hold the volume-up button and the power button at the same time for at least 15 seconds, then release both.
The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
Step 3:  After you release the buttons, wait 10 seconds.
Step 4:  Press and release the power button to turn your Surface back on.
  • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
  • If Windows doesn’t start. Go to Solution 4.

Solution 4: Reset Surface using a USB recovery drive

If you haven’t already created a USB recovery drive, you can download a recovery image that contains all the files you need to reset your Surface to its factory settings. For more info, see Download a recovery image for your Surface.

Important
Here are a few things you need to know before you reset your Surface:
  • A reset reinstalls Windows, but removes your personal files, settings and apps that did not come installed on your Surface. Reset keeps the apps that came installed on your Surface.
  • If you updated Surface Pro from Windows 8 to Windows 8.1, a reset will reinstall Windows 8 (not Windows 8.1). You’ll need to reinstall the Windows 8.1 update.
  • Surface Pro models and Surface 3: Make sure you have access to the product keys and installation files for any desktop apps (for example, Microsoft Office) that you plan to reinstall after the reset. This includes desktop apps you installed from websites, discs, or USB drives.

To reset your Surface from a USB recovery drive:

Step 1:  Make sure that your Surface is turned off and plugged in.
Step 2:  Insert the USB recovery drive into the USB port on your Surface.
Step 3:  Press and hold the volume-down button while you press and release the power button on your Surface.
Step 4:  When the Surface logo appears, release the volume button.
Step 5:  When prompted, select the language and keyboard layout you want.
Step 6:  Tap or click Troubleshoot, and tap or click Reset your PC.
Step 7:  If prompted for a recovery key, tap or click Skip this drive at the bottom of the screen.
Step 8:  Tap or click the target operating system you want to reset. This refers to the current operating system you have installed on Surface.
Step 9:  Tap or click Yes, repartition the drives. On the next page, tap or click Next.
Step 10:  Choose either Just remove my files or Fully clean the drive.
The option to clean the drive is more secure, but takes much longer. For example, if you’re recycling your Surface, you should choose to clean the drive. If you’re keeping your Surface, you just need to remove your files.
Step 11:  Tap or click Reset.
Surface restarts and the Surface logo appears while the reset process continues (this can take several minutes).
Step 12:  Surface 2 only: After restarting, Surface may prompt you to clear the computer’s TPM (Trusted Platform Module). Press F12 or the volume-up button to clear the TPM.
Surface 2 continues the reset process (this can take several minutes).

Surface Pro 2 only: During the recovery, if you see the American Megatrends screen, press the Esc key. If the Surface UEFI screen opens, tap or click Save & Exit.
Automatic Repair screen on Surface

Automatic Repair screen

What you see

  • A black screen that says Preparing Automatic Repair and then Diagnosing your PC
  • You may then see a blue Automatic Repair or Recovery screen

Solution 1: Restart Surface

  • On the Automatic Repair screen, tap or click Restart.
    • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. Go to Solution 2.

Solution 2: Continue to Windows

Step 1:  On the Automatic Repair screen, tap or click Advanced options.
Step 2:  On the Choose an option screen, tap or click Continue to exit the options screen and continue to Windows.
Step 3:  If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
Step 4:  If Windows doesn’t start. Go to Solution 3.

Solution 3: Repair Surface

Step 1:  If the Automatic Repair screen appears again, tap or click Advanced options.
Step 2:  On the Choose an option screen, tap or click Troubleshoot.
Step 3:  Tap or click Advanced options, and tap or click Startup Repair and follow the on-screen instructions.
Windows will try to find and fix the problem and may prompt for your BitLocker Recovery Key.
Step 4:  If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
Step 5:  If Windows doesn’t start.
Surface RT and Surface 2: Skip to Solution 5 below.
Surface Pro models and Surface 3: Go to Solution 4.

Solution 4: Restore Surface

Windows will restore Surface to an earlier point in time when Windows was working correctly.

Notes
  • Restoring Surface Pro or Surface 3 doesn’t change your personal files, but it might remove recently installed apps and drivers.
  • Make sure you have access to product keys and installation files for all desktop apps (for example, Microsoft Office) that you may have installed after the point in time to which you’re restoring Surface.

Here’s how to restore Surface:

Step 1:  On the Choose an option screen, tap or click Troubleshoot.
Step 2:  Tap or click Advanced options.
Step 3:  Tap or click System Restore, and follow the on-screen instructions.
Step 4:  If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
Step 5:  If Windows doesn’t start. Go to Solution 5.

Solution 5: Refresh Surface

Refreshing Surface keeps your personal files, settings, any apps that came with your Surface, and those that you’ve installed from the Windows Store. Desktop apps you installed on Surface Pro or Surface 3 will be deleted, but you can reinstall them after refreshing Surface.

Notes
  • If you updated Surface Pro from Windows 8 to Windows 8.1, refresh will reinstall Windows 8 (not Windows 8.1) and apps that came installed on Surface Pro. Other apps and your settings will be gone. You can reinstall them after the refresh is complete.
  • Surface Pro models and Surface 3: You’ll need to reinstall desktop apps from the websites or from the discs that you used to install those apps. Before you refresh Surface, make sure you have access to product keys and installation files for desktop apps that you want to reinstall (for example, Microsoft Office.)

Here’s how to refresh Surface:

Step 1:  On the Choose an option screen, tap or click Troubleshoot.
Step 2:  Tap or click Refresh your PC.
Step 3:  If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
Step 4:  If Windows doesn’t start. Go to Solution 6.

Solution 6: Reset Surface

Important
Here are a few things you need to know before you reset your Surface:
  • A reset reinstalls Windows, but removes your personal files, settings and apps that did not come installed on your Surface. Reset keeps the apps that came installed on your Surface.
  • If you updated Surface Pro from Windows 8 to Windows 8.1, a reset will reinstall Windows 8 (not Windows 8.1). You’ll need to reinstall the Windows 8.1 update.
  • Surface Pro models and Surface 3: Make sure you have access to the product keys and installation files for any desktop apps (for example, Microsoft Office) that you plan to reinstall after the reset. This includes desktop apps you installed from websites, discs, or USB drives.

Here’s how to reset Surface:

Step 1:  On the Choose an option screen, tap or click Troubleshoot.
Step 2:  Tap or click Reset your PC, and follow the on-screen instructions.
Step 3:  If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
Step 4:  If Windows doesn’t start. If the Automatic Repair screen appears again, your Surface needs a service. Go to Send my Surface in for service.
UEFI screen on Surface

Firmware interface (UEFI) configuration screen

What you see

  • A black screen with configuration options like Trusted Platform Module and Secure Boot Control
  • Don’t make any configuration changes on the Unified Extensible Firmware Interface (UEFI) (formerly known as the BIOS) screen.

    Instead, force Surface to restart. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds. The screen may flash, but continue to hold down the power button for the full 30 seconds.
    Step 2:  Press and release the power button on your Surface to turn it back on.
    Step 3:  If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    Step 4:  If Windows doesn’t start. If you continue to see the UEFI configuration screen when you turn on Surface, your Surface needs a service. Go to Send my Surface in for service.
    Choose an option screen on Surface

    Choose an option screen

    What you see

  • A blue Choose an option screen with options like Use a device and Troubleshoot
  • If you see this screen, go to Solution 1.

    Solution 1: Continue to Windows

  • Tap or click Continue to exit the options screen and continue to Windows.
  • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.

    If Windows doesn’t start. Continue to Solution 2.

    Solution 2: Repair Surface

    Step 1:  On the Choose an option screen, tap or click Troubleshoot.
    Step 2:  Tap or click Advanced Options, and tap or click Startup Repair or Automatic Repair, and follow the on-screen instructions.
    Windows will try to find and fix the problem.
    • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. Go to Solution 3.

    Solution 3: Restore Surface

    Windows will restore your Surface to an earlier point in time when Windows was working correctly.

    Notes
    • Restoring Surface doesn’t change your personal files, but it might remove recently installed apps and drivers.
    • Make sure you have access to product keys and installation files for all desktop apps (for example, Microsoft Office) that you may have installed after the point to which you’re restoring your Surface.

    Here’s how to restore Surface:

    Step 1:  On the Choose an option screen, tap or click Troubleshoot.
    Step 2:  Tap or click Advanced options.
    Step 3:  Tap or click System Restore, and follow the on-screen instructions.
    • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. Go to Solution 4.

    Solution 4: Refresh Surface

    Refreshing your Surface keeps your personal files, settings, any apps that came with your Surface, and those that you’ve installed from the Windows Store. Desktop apps you installed on Surface Pro or Surface 3 will be deleted, but you can reinstall them after refreshing your Surface.

    Notes
    • If you updated Surface Pro from Windows 8 to Windows 8.1, refresh will reinstall Windows 8 (not Windows 8.1) and apps that came installed on Surface Pro. Other apps and your settings will be gone. You can reinstall them after the refresh is complete.
    • Surface Pro models and Surface 3: You’ll need to reinstall desktop apps from the websites or from the discs that you used to install those apps. Before you refresh Surface, make sure you have access to product keys and installation files for desktop apps that you want to reinstall (for example, Microsoft Office.)

    Here’s how to refresh Surface:

    Step 1:  On the Choose an option screen, tap or click Troubleshoot.
    Step 2:  Tap or click Refresh your PC.
    • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. If the Choose an option screen appears again, go to Solution 5.

    Solution 5: Reset Surface

    Important
    Here are a few things you need to know before you reset your Surface:
    • A reset reinstalls Windows, but removes your personal files, settings and apps that did not come installed on your Surface. Reset keeps the apps that came installed on your Surface.
    • If you updated Surface Pro from Windows 8 to Windows 8.1, a reset will reinstall Windows 8 (not Windows 8.1). You’ll need to reinstall the Windows 8.1 update.
    • Make sure you have access to the product keys and installation files for any desktop apps (for example, Microsoft Office) that you plan to reinstall after the reset. This includes desktop apps you installed from websites, discs, or USB drives.

    Here’s how to reset Surface:

    Step 1:  On the Choose an option screen, tap or click Troubleshoot.
    Step 2:  Tap or click Reset your PC, and follow the on-screen instructions.
    If the Choose an option appears again, choose Continue.
    Thermometer icon on Surface

    Large thermometer icon

    What you see

  • A black screen with a large thermometer icon, and Surface shuts down
  • When the thermometer icon appears, it means that Surface is too hot. Surface is designed to work between 32° and 95° Fahrenheit (0° and 35° Celsius).

    Here’s what to do to resolve this:

    Step 1:  Turn Surface off and let it cool down.
    Step 2:  Keep Surface turned off for about 5 minutes and move it to a cooler place.

    If the thermometer icon continues to appear, contact us.

    Surface showing a low battery error

    Large battery icon

    What you see

  • A black screen with a large battery icon, and Surface shuts down
  • When the battery icon appears, it means the battery is critically low. If you haven’t already, plug in the power supply and charge Surface.

    If you already have the power supply plugged in, the problem may be with the power supply or battery. Here are some solutions to try.

    Solution 1: Change the power connector orientation (Surface Pro models only)

    Important
    Don’t try this solution on Surface 3. The Micro USB power connector on Surface 3 only plugs into the Micro USB charging port with the power cord extending downward.

    If your Surface isn’t charging even when the power connector light is on, try this:

    Step 1:  Remove the power connector from Surface, turn it over, and plug it back in. Make sure the connection is secure and the power connector light is on.
    Step 2:  Wait 10 minutes and turn on Surface.

    If your Surface still won’t turn on, go to Solution 2.

    Solution 2: Force restart

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    The screen may flash, but continue to hold down the power button for the full 30 seconds.
    Step 2:  Press and release the power button on your Surface to turn it back on.
    • If Windows starts. The battery is probably very low and needs to charge for a while. When the battery has at least a 40 per cent charge, install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. Go to Solution 3.

    Solution 3: Two-button shutdown

    Important
    Don’t use this process on Surface RT or Surface 2.

    Use this two-button shutdown process to ensure that Surface is turned off completely. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    Step 2:  Press and hold the volume-up button and the power button at the same time for at least 15 seconds, then release both.
    The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
    Step 3:  After you release the buttons, wait 10 seconds.
    Step 4:  Press and release the power button to turn Surface back on.
    Step 5:  If Windows starts. The battery is probably very low and needs to charge for a while. When the battery has at least a 40 per cent charge, install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    Step 6:  If Windows doesn’t start. Your Surface needs a service. Go to Send my Surface in for service.
    Surface red screen

    Red screen with Surface logo

    What you see

  • A red screen with the Surface logo
  • A red screen means you may need to change some settings in the UEFI (Unified Extensible Firmware Interface).

    Note
    Windows might prompt you for your BitLocker Recovery Key. If you don’t have it, you can retrieve it by going to windows.microsoft.com/recoverykey, and signing it with the same Microsoft account you use on Surface. For more info, see BitLocker recovery keys: Frequently asked questions.

    To change settings in the UEFI:

    Step 1:  Shut down Surface.
    Step 2:  Press and hold the volume-up button.
    Step 3:  With the volume-up button held down, press and release the power button on your Surface, then release the volume-up button.
    The UEFI screen will display within a few seconds.
    Step 4:  Verify the following settings:
    Step 5:  Trusted Platform Module (TPM) should be Enabled.
    Step 6:  Secure Boot Control should be Enabled.
    Step 7:  Tap or click Exit Setup, and tap or click Yes to save the configuration and reset.

    If you continue to see the red screen when you turn Surface on, your Surface needs a service. Go to Send my Surface in for service.

    Padlock icon on Surface

    Large padlock icon

    What you see

  • A black screen with a large white padlock icon with an X on it
  • The white padlock icon indicates that there’s a certificate error or a certificate is corrupted.

    To resolve this, force Surface to shut down Surface, and turn it back on. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    The screen may flash, but continue to hold down the power button for the full 30 seconds.
    Step 2:  Press and release the power button on your Surface to turn it back on.
    Step 3:  If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    Step 4:  If Windows doesn’t start. If forcing Surface to restart doesn’t fix the problem, your Surface needs a service. Go to Send my Surface in for service.

    + Surface turns on, but the battery won’t charge

    Important
    First, make sure you’ve followed the steps above in Before you begin, and the power connector light is on.

    If Surface and Windows start, but you’re having trouble charging your Surface, or Surface turns off immediately when you remove the power supply, the issue may be with the battery or with Windows not recognising the battery.

    Follow these steps to identify and troubleshoot the problem.

    Look at the battery icon
    Step 1:  On the start screen, swipe in from the right edge of the screen, and look at the Windows battery icon. The battery icon is in the bottom-left corner next to the time and date.
    Step 2:  Find the Windows battery icon below that looks like the one you see on your screen.
    Battery not detected error

    Battery not detected

    What you see

    • The battery icon has a power plug and a red X
    • Surface turns off when you unplug it

    This battery icon means that Windows can’t detect the battery. If you see this, try Solution 1.

    Solution 1: Install and confirm updates

    Step 1:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 2:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 3:  Tap or click Check now.
    Step 4:  If updates are available, tap or click View details.
    Step 5:  Tap or click to select the updates you want to install, and tap or click Install.
    Step 6:  If Surface doesn’t restart automatically, restart it manually: swipe in from the right edge of the screen, tap or click Settings, tap or click Power, and tap or click Restart.
    Step 7:  Repeat these steps until you see Your PC is up to date after you tap or click Check now in Step 3.

    After you’ve installed all the available updates, confirm that you have the latest Surface firmware update. Here’s how:

    Step 1:  Go to Surface update history, and choose your Surface model.
    Step 2:  Find the name of the most recent “System Firmware Update” available for your Surface.
    Step 3:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 4:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 5:  Tap or click View your update history, and make sure that the latest firmware update installed successfully on your Surface.

    If the System Firmware Update failed, see Trouble installing Surface or Windows updates?

    If updating your Surface doesn’t fix the problem, try Solution 2.

    Solution 2: Restart Surface

    Restart (not shut down) Surface to try to fix the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power, and tap or click Restart.
    Step 4:  After Surface restarts and you've signed in, swipe in from the right edge of the screen and check the battery icon again.

    If restarting Surface doesn’t fix the problem, try Solution 3.

    Solution 3: Shut down and charge Surface

    Shut down Surface (not restart) and charge it for a while to try to fix the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power and tap or click Shut down.
    Step 4:  Allow Surface to charge for at least 30 minutes.
    Step 5:  Press and release the power button to turn your Surface on.

    If Surface still doesn’t detect the battery:

    • Surface RT and Surface 2: Your Surface needs a service. For more info, go to Send my Surface in for service.
    • Surface Pro models and Surface 3: Go to Solution 4.

    Solution 4: Two-button shutdown

    Important
    Don’t use this process on Surface RT or Surface 2.

    Use this two-button shutdown process to ensure that Surface is turned off completely. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    Step 2:  Press and hold the volume-up button and the power button at the same time for at least 15 seconds, then release both.
    The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
    Step 3:  After you release the buttons, wait 10 seconds.
    Step 4:  Press and release the power button to turn Surface back on.

    If two-button shutdown doesn’t help, your Surface needs a service. Go to Send my Surface in for service.

    Battery not charging

    Not plugged in

    What you see

    • The battery icon doesn't show a power plug even when the power supply is connected and the power connector light is on

    If you see this icon when Surface is plugged in, try these solutions.

    Solution 1: Change the power connector orientation (Surface RT, Surface 2 and Surface Pro models only)

    Important
    Don’t try this solution on Surface 3. The Micro USB power connector on Surface 3 only plugs into the Micro USB charging port with the power cord extending downward.

    If Surface doesn’t charge even when the power connector light is on, try this:

    Step 1:  Remove the power connector from Surface, turn it over, and plug it back in. Make sure the connection is secure and the power connector light is on.
    Step 2:  Wait 10 minutes, and check to see if Surface is charging.

    If Surface still isn’t charging, continue to Solution 2.

    Solution 2: Remove the battery driver, then install and confirm updates

    You may be able to resolve this issue by removing the battery driver, and installing Surface and Windows updates.

    Note
    If you don’t remove the battery driver first, when you install Surface and Windows updates, they may fail with Windows Update error 8024004C.

    Here’s how to remove the battery driver:

    Step 1:  Plug in your Surface.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Search.
    Step 3:  In the search box, enter device manager, and in the search results, tap or click Device Manager.
    Step 4:  Tap or click the arrow next to the Batteries category.
    Step 5:  Double tap Microsoft ACPI-Compliant Control Method Battery, tap the Driver tab, tap Uninstall, then tap OK.
    (If you’re using a mouse, right-click Microsoft ACPI-Compliant Control Method Battery, and click Uninstall.)
    Step 6:  Leave Surface plugged in.

    After you’ve removed the battery driver, install Surface and Windows updates. Here’s how:

    Step 1:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 2:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 3:  Tap or click Check now.
    Step 4:  If updates are available, tap or click View details.
    Step 5:  Tap or click to select the updates you want to install, and tap or click Install.
    Step 6:  If Surface doesn’t automatically restart, restart it manually: swipe in from the right edge of the screen, tap or click Settings, tap or click Power, and tap or click Restart.
    Step 7:  Repeat these steps until you see Your PC is up to date after you tap or click Check now in Step 3.

    After you’ve installed all the available updates, confirm that you have the latest Surface firmware update. Here’s how:

    Step 1:  Go to Surface update history, and choose your Surface model.
    Step 2:  Find the name of the most recent “System Firmware Update” available for your Surface.
    Step 3:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 4:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 5:  Tap or click View your update history, and make sure that the latest firmware update installed successfully on your Surface.

    If the System Firmware Update failed, see Trouble installing Surface or Windows updates?

    If removing the battery driver and installing updates doesn’t fix the problem, try Solution 3.

    Solution 3: Restart Surface

    Restart (not shut down) Surface to try to fix the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power, and tap or click Restart.
    Step 4:  After Surface restarts and you've signed in, swipe in from the right edge of the screen and check the battery icon again.

    If restarting Surface doesn’t fix the problem, try Solution 4.

    Solution 4: Shut down and charge Surface

    Shut down Surface (not restart) and charge it for a while to try to fix the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power and tap or click Shut down.
    Step 4:  Allow Surface to charge for at least 30 minutes.
    Step 5:  Press and release the power button to turn your Surface on.

    If Surface still doesn’t charge:

    • Surface RT and Surface 2: Your Surface needs a service. For more info, see Send my Surface in for service.
    • Surface Pro models and Surface 3: Go to Solution 5.

    Solution 5: Two-button shutdown

    Important
    Don’t use this process on Surface RT or Surface 2.

    Use this two-button shutdown process to ensure that Surface is turned off completely. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    Step 2:  Press and hold the volume-up button and the power button at the same time for at least 15 seconds, then release both.
    The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
    Step 3:  After you release the buttons, wait 10 seconds.
    Step 4:  Press and release the power button to turn Surface back on.

    If two-button shutdown doesn’t help, your Surface needs a service. For more info, see Send my Surface in for service.

    Plugged in, battery not charging

    Plugged in, battery not charging

    What you see

    • The battery icon has a power plug, but when you hover on the battery icon in the desktop notification area, it shows Plugged in, not charging
    • Surface may turn off when you unplug it
    Important
    Your Surface is designed to work best with the included power supply. Using a third-party power supply may result in slow charging.

    If you see this, try Solution 1.

    Solution 1: Shut down and charge Surface

    Shut down Surface (not restart) and charge it for a while to try to fix the problem.

    Step 1:  Make sure the power supply is connected and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power and tap or click Shut down.
    Step 4:  Allow Surface to charge for at least 30 minutes.
    Step 5:  Press and release the power button to turn your Surface on.

    If Windows still shows the battery icon as Plugged in, not charging, go to Solution 2.

    Solution 2: Remove the battery driver, then install and confirm updates

    You may be able to resolve this by removing the battery driver, then installing Surface and Windows updates.

    Note
    If you don’t remove the battery driver first, when you install Windows and Surface updates, they may fail with Windows Update error 8024004C.

    Here’s how to remove the battery driver:

    Step 1:  Plug in your Surface.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Search.
    Step 3:  In the search box, enter device manager, and in the search results, tap or click Device Manager.
    Step 4:  Tap or click the arrow next to the Batteries category.
    Step 5:  Double tap Microsoft ACPI-Compliant Control Method Battery, tap the Driver tab, tap Uninstall, then tap OK.
    (If you’re using a mouse, right-click Microsoft ACPI-Compliant Control Method Battery, and click Uninstall.)
    Step 6:  Leave Surface plugged in.

    After you’ve removed the battery driver, install Surface and Windows updates. Here’s how:

    Step 1:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 2:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 3:  Tap or click Check now.
    Step 4:  If updates are available, tap or click View details.
    Step 5:  Tap or click to select the updates you want to install, and tap or click Install.
    Step 6:  If Surface doesn’t automatically restart, restart it manually: swipe in from the right edge of the screen, tap or click Settings, tap or click Power, and tap or click Restart.
    Step 7:  Repeat these steps until you see Your PC is up to date after you tap or click Check now in Step 3.

    After you’ve installed all the available updates, confirm that you have the latest Surface firmware update. Here’s how:

    Step 1:  Go to Surface update history, and choose your Surface model.
    Step 2:  Find the name of the most recent “System Firmware Update” available for your Surface.
    Step 3:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 4:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 5:  Tap or click View your update history and make sure that the latest firmware update is successfully installed on your Surface.

    If the System Firmware Update failed, see Trouble installing Surface or Windows updates?

    If removing the battery driver and installing updates doesn’t fix the problem, go to Solution 3.

    Solution 3: Restart Surface

    Restart (not shut down) Surface to help resolve the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power, and tap or click Restart.
    Step 4:  After Surface restarts and you've signed in, swipe in from the right edge of the screen, and check the battery icon again.

    If restarting Surface doesn’t fix the problem, go to Solution 4.

    Solution 4: Shut down and charge Surface

    Now that all available updates have installed, shut down (not restart) Surface again and charge it for a while.

    Step 1:  Make sure the power supply is connected and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power and tap or click Shut down.
    Step 4:  Allow Surface to charge for at least 30 minutes.
    Step 5:  Press and release the power button to turn your Surface on.

    If Windows still shows the battery icon as Plugged in, not charging:

    • Surface RT and Surface 2: Your Surface needs a service. For more info, see Send my Surface in for service.
    • Surface Pro models and Surface 3: Go to Solution 5.

    Solution 5: Two-button shutdown

    Important
    Don’t use this process on Surface RT or Surface 2.

    Use this two-button shutdown process to ensure that Surface is turned off completely. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    Step 2:  Press and hold the volume-up button and the power button at the same time for at least 15 seconds, then release both.
    The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
    Step 3:  After you release the buttons, wait 10 seconds.
    Step 4:  Press and release the power button to turn Surface back on.

    If two-button shutdown doesn’t help, your Surface needs a service. For more info, see Send my Surface in for service.

    Plugged in, battery charging

    Plugged in, battery charging (won’t run on battery)

    What you see

    • The battery icon has a power plug, and the battery shows a charge
    • Surface turns off when you unplug it

    If you see this, try Solution 1.

    Solution 1: Install and confirm updates

    Step 1:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 2:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 3:  Tap or click Check now.
    Step 4:  If updates are available, tap or click View details.
    Step 5:  Tap or click to select the updates you want to install, and tap or click Install.
    Step 6:  If Surface doesn’t automatically restart, restart it manually: swipe in from the right edge of the screen, tap or click Settings, tap or click Power, and tap or click Restart.
    Step 7:  Repeat these steps until you see Your PC is up to date after you tap or click Check now in Step 3.

    After you’ve installed all the available updates, confirm that you have the latest Surface firmware update. Here’s how:

    Step 1:  Go to Surface update history, and choose your Surface model.
    Step 2:  Find the name of the most recent “System Firmware Update” available for your Surface.
    Step 3:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 4:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 5:  Tap or click View your update history, and make sure that the latest firmware update installed successfully on your Surface.

    If the System Firmware Update failed, see Trouble installing Surface or Windows updates?

    If installing updates doesn’t fix the problem, go to Solution 2.

    Solution 2: Restart Surface

    Restart Surface (not shut down) to try to fix the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power, and tap or click Restart.
    Step 4:  After Surface restarts and you've signed in, swipe in from the right edge of the screen, and check the battery icon again.

    If restarting Surface doesn’t fix the problem, try Solution 3.

    Solution 3: Shut down and charge Surface

    Shut down Surface (not restart) and charge it for a while to try to fix the problem.

    Step 1:  Make sure the power supply is connected and the power connector lit is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power and tap or click Shut down.
    Step 4:  Allow Surface to charge for at least 30 minutes.
    Step 5:  Press and release the power button to turn your Surface on.

    If Surface still won’t run on battery power:

    • Surface RT and Surface 2: Your Surface may need a service. For more info, see Send my Surface in for service.
    • Surface Pro models and Surface 3: Go to Solution 4.

    Solution 4: Two-button shutdown

    Important
    Don’t use this process on Surface RT or Surface 2.

    Use this two-button shutdown process to ensure that Surface is turned off completely. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    Step 2:  Press and hold the volume-up button and the power button at the same time for at least 15 seconds, then release both.
    The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
    Step 3:  After you release the buttons, wait 10 seconds.
    Step 4:  Press and release the power button to turn Surface back on.

    If two-button shutdown doesn’t help, your Surface needs a service. For more info, see Send my Surface in for service.

    + Surface won’t turn on

    Surface showing a black screen

    What you see

    • A black screen, and the Surface logo doesn’t appear
    • Nothing happens when you press the power button
    Important
    First, make sure that you’ve followed the steps in Before you begin and that the power connector light is on.

    Solution 1: Turn on Surface

    Step 1:  Press and release the power button on your Surface.
    Step 2: Wait a few seconds.

    Your Surface may take several seconds to start up or wake from sleep. For info about power states, including how to turn Surface on, shut it down, or wake it from sleep, see Surface power states.

    Note
    Surface 3: If the Surface battery is drained, you’ll need to charge your Surface for a few minutes before it will turn on. Depending on how low the battery is, you may see a battery icon on the screen for 10-15 minutes before Windows starts.
    Step 3: Check to see if your Surface has turned on.
    • If Surface turns on. Charge the battery for a while, and when it has at least a 40 per cent charge, install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Surface won’t turn on. Try Solution 2.

    Solution 2: Force restart

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    The screen may flash, but continue to hold the power button down for the full 30 seconds.
    Step 2:  Press and release the power button on your Surface to turn it back on.
    • If Surface turns on. Charge the battery for a while, and when it has at least a 40 per cent charge, install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Surface won’t turn on. Go to Solution 3.

    Solution 3: Two-button shutdown

    Use this two-button shutdown process to ensure that your Surface is turned off completely. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    Step 2:  Press and hold the volume-up button and the power button at the same time for at least 15 seconds, then release both.
    The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
    Step 3:  After you release the buttons, wait 10 seconds.
    Step 4:  Press and release the power button to turn your Surface back on.
    • If Surface turns on. The battery might be very low and will need to charge for a while. When it has at least a 40 per cent charge, install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Surface won’t turn on. Your Surface needs a service. For more info, go to Send my Surface in for service.

    + Surface turns on, but Windows won’t start

    If your Surface turns on but Windows doesn’t start correctly, your Surface may display one of the screens below. Choose a screen from the list to get solutions for your specific problem.

    Important
    • First, make sure that you’ve followed the steps in Before you begin and that the power connector light is on.
    • Have your BitLocker Recovery Key handy in case Windows prompts you for it. If you don’t have it, you can retrieve it by going to windows.microsoft.com/recoverykey, and signing in with the same Microsoft account you use on your Surface. For more info, see BitLocker recovery keys: Frequently asked questions.
    Surface logo screen

    Surface logo screen

    What you see

    • The Surface logo remains on a black screen and Windows doesn’t start
    • “Getting devices ready” or a spinning circle may also appear on the screen below the Surface logo If you see this, try the solutions below, in order.

    Solution 1: Wait while updates are installing

    Sometimes the Surface logo stays on the screen while Surface updates are installing. Large updates may take up to 20 minutes, so you may need to wait while they install.
    If the Surface logo continues to appear, try Solution 2.

    Solution 2: Force restart

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    The screen may flash, but continue to hold down the power button for the full 30 seconds.
    Step 2:  Press and release the power button to turn your Surface back on.
    • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. Go to Solution 3.

    Solution 3: Two-button shutdown

    Important
    Don’t use this process on Surface RT or Surface 2.

    Use this two-button shutdown process to ensure that your Surface is turned off completely. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    Step 2:  Press and hold the volume-up button and the power button at the same time for at least 15 seconds, then release both.
    The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
    Step 3:  After you release the buttons, wait 10 seconds.
    Step 4:  Press and release the power button to turn your Surface back on.
    • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. Go to Solution 4.

    Solution 4: Reset Surface using a USB recovery drive

    If you haven’t already created a USB recovery drive, you can download a recovery image that contains all the files you need to reset your Surface to its factory settings. For more info, see Download a recovery image for your Surface.

    A reset does the following:

    • Reinstalls Windows and the apps that came installed on your Surface
    • Removes all your personal settings
    • Removes all apps that you installed
    • Provides the following options for keeping or removing your personal files or restoring factory settings:
      • Keep my files: Removes apps and settings, but keeps your personal files.
      • Remove everything: Removes all your personal files, apps and settings.
      • Restore factory settings: Removes your personal files, apps and settings, and reinstalls the version of Windows that came installed on your Surface. (This option will appear only if you upgraded your Surface from Windows 8.1 to Windows 10.)
    Notes
    • If you updated your Surface from Windows 8.1 to Windows 10, a reset will reinstall Windows 10, unless you choose to restore factory settings.
    • Make sure that you have access to the product keys and installation files for any desktop apps (for example, Microsoft Office) that you plan to reinstall after the reset. This includes desktop apps you installed from websites, discs, or USB drives.

    To reset your Surface from a USB recovery drive:

    Step 1:  Make sure that your Surface is turned off and plugged in.
    Step 2:  Insert the USB recovery drive into the USB port on your Surface.
    Step 3:  Press and hold the volume-down button while you press and release the power button.
    Step 4:  When the Surface logo appears, release the volume-down button.
    Step 5:  When prompted, select the language and keyboard layout you want.
    Step 6:  Select Troubleshoot > Reset this PC.
    Step 7:  Choose an option:
    • Keep my files: Removes apps and settings, but keeps personal files.
    • Remove everything: Removes all files, apps and settings.
    • Restore factory settings: Removes personal files, apps and settings, and reinstalls the version of Windows that came installed on your Surface. (This option will appear only if you upgraded your Surface from Windows 8.1 to Windows 10.)

    Important
    The first time you do a reset, we recommend that you choose Keep my files. If you’re still having problems, reset your Surface again and choose Remove everything. If that option doesn’t help, reset Surface again and choose Restore factory settings (if the option is available).

    Step 8:  If prompted for a recovery key, select Skip this drive at the bottom of the screen.
    Step 9:  Select the target operating system you want to reset. This refers to the current operating system you have installed on your Surface.
    Step 10:  Select Reset.
    Surface restarts and the Surface logo appears while the reset process continues (this can take several minutes).
    Step 11:  Surface Pro 2 only: During the recovery, if you see the American Megatrends screen, press the Esc key. If the Surface UEFI screen opens, select Save & Exit.
    Automatic Repair screen on Surface

    Automatic Repair screen

    What you see

    • A black screen that says Preparing Automatic Repair and then Diagnosing your PC
    • You may then see a blue Automatic Repair or Recovery screen

    Solution 1: Restart Surface

    • On the Automatic Repair screen, select Restart.
      • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
      • If Windows doesn’t start. Go to Solution 2.

    Solution 2: Continue to Windows

    Step 1:  On the Automatic Repair screen, select Advanced options.
    Step 2:  On the Choose an option screen, select Continue to exit the options screen and continue to Windows.
    • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. Go to Solution 3.

    Solution 3: Repair Surface

    Step 1:  If the Automatic Repair screen appears again, select Advanced options.
    Step 2:  On the Choose an option screen, select Troubleshoot.
    Step 3:  Select Advanced options > Startup Repair and follow the on-screen instructions. Windows will try to find and fix the problem and may prompt for your BitLocker Recovery Key.
    • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. Go to Solution 4.

    Solution 4: Restore Surface

    A system restore will restore your Surface to an earlier point in time when Windows was working correctly.

    Notes
    • Performing a system restore doesn’t change your personal files, but it might remove recently installed apps and drivers.
    • Make sure you have access to product keys and installation files for all desktop apps (for example, Microsoft Office) that you may have installed after the point in time to which you’re restoring Surface.

    Here’s how to do a system restore on your Surface:

    Step 1:  On the Choose an option screen, select Troubleshoot > Advanced options.
    Step 2:  Select System Restore, and follow the on-screen instructions.
    Step 3:  If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    Step 4:  If Windows doesn’t start. Go to Solution 5.

    Solution 5: Reset Surface

    A reset does the following:

    • Reinstalls Windows and the apps that came installed on your Surface
    • Removes all your personal settings
    • Removes all apps that you installed
    • Provides the following options for keeping or removing your personal files or restoring factory settings:
      • Keep my files: Removes apps and settings, but keeps your personal files.
      • Remove everything: Removes all your personal files, apps and settings.
      • Restore factory settings: Removes your personal files, apps and settings, and reinstalls the version of Windows that came installed on your Surface. (This option will appear only if you upgraded your Surface from Windows 8.1 to Windows 10.)
    Important
    The first time you do a reset, we recommend that you choose Keep my files. If you’re still having problems, reset your Surface again and choose Remove everything. If that option doesn’t help, reset Surface again and choose Restore factory settings (if the option is available).
    Notes
    • If you updated your Surface from Windows 8.1 to Windows 10, a reset will reinstall Windows 10, unless you choose to restore factory settings.
    • Make sure that you have access to the product keys and installation files for any desktop apps (for example, Microsoft Office) that you plan to reinstall after the reset. This includes desktop apps you installed from websites, discs, or USB drives.

    Here’s how to reset your Surface:

    Step 1:  On the Choose an option screen, select Troubleshoot.
    Step 2:  Select Reset this PC, and follow the on-screen instructions.
    UEFI screen on Surface

    Firmware interface (UEFI) configuration screen

    What you see

  • A black screen with configuration options like Trusted Platform Module and Secure Boot Control
  • Don’t make any configuration changes on the Unified Extensible Firmware Interface (UEFI) (formerly known as the BIOS) screen.

    Instead, force Surface to restart. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds. The screen may flash, but continue to hold the power button down for the full 30 seconds.
    Step 2:  Press and release the power button on your Surface to turn it back on.
    • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. If you continue to see the UEFI configuration screen when you turn on Surface, your Surface needs a service. Go to Send my Surface in for service.
    Choose an option screen on Surface

    Choose an option screen

    What you see

  • A blue Choose an option screen with options like Use a device and Troubleshoot
  • If you see this screen, go to Solution 1.

    Solution 1: Continue to Windows

  • Select Continue to exit the options screen and continue to Windows.
  • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.

    If Windows doesn’t start. Continue to Solution 2.

    Solution 2: Repair Surface

    Step 1:  On the Choose an option screen, select Troubleshoot.
    Step 2:  Select Advanced Options > Startup Repair, and follow the on-screen instructions. Windows will try to find and fix the problem.
    • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. Go to Solution 3.

    Solution 3: Restore Surface

    When you perform a system restore, Windows will restore your Surface to an earlier point in time when Windows was working correctly.

    Notes
    • System restore doesn’t change your personal files, but it might remove recently installed apps and drivers.
    • Make sure you have access to product keys and installation files for all desktop apps (for example, Microsoft Office) that you may have installed after the point to which you’re restoring your Surface.

    Here’s how to do a system restore on your Surface:

    Step 1:  On the Choose an option screen, select Troubleshoot > Advanced options.
    Step 2:  Select System Restore, and follow the on-screen instructions.
    • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. Go to Solution 4.

    Solution 4: Reset Surface

    A reset does the following:

    • Reinstalls Windows and the apps that came installed on your Surface
    • Removes all your personal settings
    • Removes all apps that you installed
    • Provides options for keeping or removing your personal files or restoring factory settings:
      • Keep my files: Removes apps and settings, but keeps your personal files.
      • Remove everything: Removes all your personal files, apps and settings.
      • Restore factory settings: Removes your personal files, apps and settings, and reinstalls the version of Windows that came installed on your Surface. (This option will appear only if you upgraded your Surface from Windows 8.1 to Windows 10.)
    Important
    The first time you do a reset, we recommend that you choose Keep my files. If you’re still having problems, reset your Surface again and choose Remove everything. If that option doesn’t help, reset Surface again and choose Restore factory settings (if the option is available).
    Notes
    • If you updated your Surface from Windows 8.1 to Windows 10, a reset will reinstall Windows 10, unless you choose to restore factory settings.
    • Make sure that you have access to the product keys and installation files for any desktop apps (for example, Microsoft Office) that you plan to reinstall after the reset. This includes desktop apps you installed from websites, discs, or USB drives.

    Here’s how to reset your Surface:

    Step 1:  On the Choose an option screen, select Troubleshoot.
    Step 2:  Select Reset this PC, and follow the on-screen instructions.
    Step 3:  If Choose an option appears again, choose Continue.
    Thermometer icon on Surface

    Large thermometer icon

    What you see

  • A black screen with a large thermometer icon, and Surface shuts down
  • When the thermometer icon appears, it means your Surface is too hot. Surface is designed to work between 32° and 95° Fahrenheit (0° and 35° Celsius).

    Here’s what to do to resolve this:

    Step 1:  Turn Surface off and let it cool down.
    Step 2:  Keep Surface turned off for about five minutes and move it to a cooler place.

    If the thermometer icon continues to appear, contact us.

    Surface showing a low battery error

    Large battery icon

    What you see

  • A black screen with a large battery icon, and Surface shuts down
  • When the battery icon appears, it means the battery is critically low. If you haven’t already, plug in the power supply and charge Surface.

    If you already have the power supply plugged in, the problem may be with the power supply or battery. Here are some solutions to try.

    Solution 1: Change the power connector orientation (Surface Pro models only)

    Important
    Don’t try this solution on Surface 3. The Micro USB power connector on Surface 3 only plugs into the Micro USB charging port with the power cord extending downward.

    If your Surface isn’t charging even when the power connector light is on, try this:

    Step 1:  Remove the power connector from Surface, turn it over, and plug it back in. Make sure the connection is secure and the power connector light is on.
    Step 2:  Wait 10 minutes and turn on Surface.

    If your Surface still won’t turn on, go to Solution 2.

    Solution 2: Force restart

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    The screen may flash, but continue to hold the power button down for the full 30 seconds.
    Step 2:  Press and release the power button on your Surface to turn it back on.
    • If Windows starts. The battery is probably very low and needs to charge for a while. When the battery has at least a 40 per cent charge, install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. Go to Solution 3.

    Solution 3: Two-button shutdown

    Important
    Don’t use this process on Surface RT or Surface 2.

    Use this two-button shutdown process to ensure that Surface is turned off completely. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    Step 2:  Press and hold the volume-up button and the power button at the same time for at least 15 seconds, then release both.
    The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
    Step 3:  After you release the buttons, wait 10 seconds.
    Step 4:  Press and release the power button to turn Surface back on.
    • If Windows starts. The battery is probably very low and needs to charge for a while. When the battery has at least a 40 per cent charge, install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. Your Surface needs a service. Go to Send my Surface in for service.
    Surface red screen

    Red screen with Surface logo

    What you see

  • A red screen with the Surface logo
  • A red screen means you may need to change some settings in the UEFI (Unified Extensible Firmware Interface).

    Note
    Windows might prompt you for your BitLocker Recovery Key. If you don’t have it, you can retrieve it by going to windows.microsoft.com/recoverykey, and signing in with the same Microsoft account you use on your Surface.

    To change settings in the UEFI:

    Step 1:  Shut down your Surface.
    Step 2:  Press and hold the volume-up button.
    Step 3:  With the volume-up button held down, press and release the power button on your Surface, then release the volume-up button.
    The UEFI screen will display within a few seconds.
    Step 4:  Verify the following settings:
    • Trusted Platform Module (TPM) should be Enabled.
    • Secure Boot Control should be Enabled.
    Step 5:  Select Exit Setup > Yes to save the configuration and reset.

    If you continue to see the red screen when you turn Surface on, your Surface needs a service. Go to Send my Surface in for service.

    Padlock icon on Surface

    Large padlock icon

    What you see

  • A black screen with a large white padlock icon with an X on it
  • The white padlock icon indicates that there’s a certificate error or a certificate is corrupted.

    To resolve this, force Surface to shut down Surface, and turn it back on. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    The screen may flash, but continue to hold the power button down for the full 30 seconds.
    Step 2:  Press and release the power button on your Surface to turn it back on.

    + Surface turns on, but the battery won’t charge

    Important
    First, make sure that you’ve followed the steps above in Before you begin, and that the power connector light is on.

    If Surface and Windows start but you’re having trouble charging your Surface, or Surface turns off immediately when you remove the power supply, the issue may be with the battery or with Windows not recognising the battery.

    Follow these steps to identify and troubleshoot the problem.

    Look at the battery icon

    Step 1:  Select the Windows battery icon in the desktop notification area on the taskbar.
    Step 2:  Find the Windows battery status below that looks like the one you see on your screen.
    Battery not detected

    Battery not detected

    What you see

    • The battery icon has a power plug and a red X
    • Your Surface turns off when you unplug it

    This battery status means that Windows can’t detect the battery. If you see this, try Solution 1.

    Solution 1: Install and confirm updates

    Step 1:  Go to Start Windows logo, and select Settings > Update & security > Windows Update.
    Step 2:  Select Check for updates. If updates are available, they will download and install automatically.
    Step 3:  If your Surface doesn’t restart automatically, restart it manually: Go to Start Windows logo, and select Power > Restart.
    Step 4:  Repeat these steps until you see Your device is up to date after you select Check for updates in Step 3.

    After you’ve installed all the available updates, confirm that you have the latest Surface firmware update. Here’s how:

    Step 1:  Go to Surface update history, and choose your Surface model.
    Step 2:  Find the name of the most recent “System Firmware Update” available for your Surface.
    Step 3:  Go to Start Windows logo, and select Settings > Update & security > Windows Update.
    Step 4:  Select Advanced options, select View your update history, and make sure that the latest firmware update installed successfully on your Surface.

    If the firmware Update failed, see Trouble installing Surface or Windows updates?

    If updating your Surface doesn’t fix the problem, try Solution 2.

    Solution 2: Restart Surface

    Restart (not shut down) Surface to try to fix the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Go to Start Windows logo, and select Power > Restart.
    Step 3:  After your Surface restarts and you've signed in, check the battery status again in the desktop notification area on the taskbar.

    If restarting Surface doesn’t fix the problem, try Solution 3.

    Solution 3: Shut down and charge Surface

    Shut down (not restart) your Surface and charge it for a while.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Go to Start , and select Power > Shut down. Let your Surface charge for at least 30 minutes.
    Step 3:  Press and release the power button to turn your Surface on.

    If your Surface still doesn’t detect the battery, go to Solution 4.

    Solution 4: Two-button shutdown

    Important
    Don’t use this process on Surface RT or Surface 2.

    Use this two-button shutdown process to ensure that your Surface is turned off completely. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    Step 2:  Press and hold the volume-up button and the power button at the same time for at least 15 seconds, then release both. The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
    Step 3:  Step 3: After you release the buttons, wait 10 seconds.
    Step 4:  Press and release the power button to turn your Surface back on.

    If two-button shutdown doesn’t help, your Surface needs a service. Go to Send my Surface in for service.

    Not plugged in

    Not plugged in

    What you see

    • The battery icon doesn't show a power plug even when the power supply is connected and the power connector light is on
    • If your charge is below 10 per cent, a red x will appear.

    If you see this battery status when Surface is plugged in, try these solutions.

    Solution 1: Change the power connector orientation (Surface Pro models only)

    Important
    Don’t try this solution on Surface 3. The Micro USB power connector on Surface 3 plugs into the Micro USB charging port only with the power cord extending downward.

    If your Surface doesn’t charge even when the power connector light is on, try this:

    Step 1:  Remove the power connector from your Surface, turn it over, and plug it back in. Make sure the connection is secure and the power connector light is on.
    Step 2:  Wait 10 minutes and check to see if your Surface is charging.

    If your Surface still isn’t charging, continue to Solution 2.

    Solution 2: Remove the battery driver, then install and confirm updates

    You may be able to resolve this issue by removing the battery driver and installing Surface and Windows updates.

    Note
    If you don’t remove the battery driver first, Surface and Windows updates may fail with a Windows Update error.

    Here’s how to remove the battery driver:

    Step 1:  Plug in your Surface.
    Step 2:  In the search box at the bottom of the screen, enter device manager, and in the search results, select Device Manager.
    Step 3:  Select the arrow next to the Batteries category.
    Step 4:  Double-click Microsoft ACPI-Compliant Control Method Battery.
    Step 5:  Select the Driver tab, select Uninstall > OK. (Or you can right-click Microsoft ACPI-Compliant Control Method Battery, and select Uninstall.)
    Step 6:  Leave your Surface plugged in.

    After you’ve removed the battery driver, install Surface and Windows updates. Here’s how:

    Step 1:  Go to Start Windows logo, and select Settings > Update & security.
    Step 2:  Select Windows Update > Check for updates. If updates are available, they will download and install automatically.
    Step 3:  If your Surface doesn’t restart automatically, restart it manually: Go to Start Windows logo, and select Power > Restart.
    Step 4:  Repeat these steps until you see Your device is up to date after you select Check for updates in Step 3.

    After you’ve installed all the available updates, confirm that you have the latest Surface firmware update. Here’s how:

    Step 1:  Go to Surface update history, and choose your Surface model.
    Step 2:  Find the name of the most recent “System Firmware Update” available for your Surface.
    Step 3:  Go to Start Windows logo, and select Settings > Update & security > Windows Update.
    Step 4:  Select Advanced options > View your update history, and make sure that the latest firmware update installed successfully on your Surface.

    If the firmware Update failed, see Trouble installing Surface or Windows updates?

    If removing the battery driver and installing updates don’t fix the problem, try Solution 3.

    Solution 3: Restart Surface

    Restart (not shut down) Surface to try to fix the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Go to Start Windows logo, and select Power > Restart.
    Step 3:  After your Surface restarts and you've signed in, check the battery status again in the desktop notification area on the taskbar.

    If restarting Surface doesn’t fix the problem, try Solution 4.

    Solution 4: Shut down and charge Surface

    Shut down (not restart) your Surface and charge it for a while.

    Step 1:  Make sure the power supply is connected and the power connector light is on.
    Step 2:  Go to Start Windows logo, and select Power > Shut down.
    Let your Surface charge for at least 30 minutes.
    Step 3:  Press and release the power button to turn your Surface on.

    If your Surface still doesn’t charge, go to Solution 5.

    Solution 5: Two-button shutdown

    Important
    Don’t use this process on Surface RT or Surface 2.

    Use this two-button shutdown process to ensure that Surface is turned off completely. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    Step 2:  Press and hold the volume-up button and the power button at the same time for at least 15 seconds, then release both.
    The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
    Step 3:  After you release the buttons, wait 10 seconds.
    Step 4:  Press and release the power button to turn Surface back on.

    If two-button shutdown doesn’t help, your Surface needs a service. For more info, see Send my Surface in for service.

    Plugged in, battery not charging

    Plugged in, battery not charging

    What you see

    • The battery icon has a power plug, but when you hover on the battery icon in the desktop notification area, it shows Plugged in, not charging
    • Your Surface may turn off when you unplug it
    Important
    Your Surface is designed to work best with the included power supply. Using a third-party power supply may result in slow charging.

    If you see this, try Solution 1.

    Solution 1: Shut down and charge Surface

    Shut down (not restart) your Surface and charge it for a while.

    Step 1:  Make sure the power supply is connected and the power connector light is on.
    Step 2:  Go to Start Windows logo, and select Power > Shut down.
    Let your Surface charge for at least 30 minutes.
    Step 3:  Press and release the power button to turn your Surface on.

    If Windows still shows the battery status as Plugged in, not charging, go to Solution 2.

    Solution 2: Remove the battery driver, then install and confirm updates

    You may be able to resolve this by removing the battery driver, then installing Surface and Windows updates.

    Note
    If you don’t remove the battery driver first, when you install Windows and Surface updates, they may fail with Windows Update error 8024004C.

    Here’s how to remove the battery driver:

    Step 1:  Plug in your Surface.
    Step 2:  In the search box at the bottom of the screen, enter device manager, and in the search results, select Device Manager.
    Step 3:  Select the arrow next to the Batteries category.
    Step 4:  Double-click Microsoft ACPI-Compliant Control Method Battery.
    Step 5:  Select the Driver tab, and select Uninstall > OK. (Or you can right-click Microsoft ACPI-Compliant Control Method Battery, and select Uninstall.)
    Step 6:  Leave your Surface plugged in.

    After you’ve removed the battery driver, install Surface and Windows updates. Here’s how:

    Step 1:  Go to Start Windows logo, and select Settings.
    Step 2:  Select Update & security > Windows Update > Check for updates. If updates are available, they will download and install automatically.
    Step 3:  If Surface doesn’t restart automatically, restart it manually: go to Start Windows logo, select Power, and select Restart.
    Step 4:  Repeat these steps until you see Your device is up to date after you select Check for updates in Step 3.

    After you’ve installed all the available updates, confirm that you have the latest Surface firmware update. Here’s how:

    Step 1:  Go to Surface update history, and choose your Surface model.
    Step 2:  Find the name of the most recent “System Firmware Update” available for your Surface.
    Step 3:  Go to Start Windows logo, and select Settings > Update & security > Windows Update.
    Step 4:  Select Advanced options > View your update history, and make sure that the latest firmware update is successfully installed on your Surface.

    If the firmware Update failed, see Trouble installing Surface or Windows updates?

    If removing the battery driver and installing updates doesn’t fix the problem, go to Solution 3.

    Solution 3: Restart Surface

    Restart (not shut down) Surface to help resolve the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Go to Start Windows logo, and select Power > Restart.
    Step 3:  After your Surface restarts and you've signed in, check the battery status again.

    If restarting Surface doesn’t fix the problem, go to Solution 4.

    Solution 4: Shut down and charge Surface

    Now that all available updates have installed, shut down (not restart) your Surface again and charge it for a while.

    Step 1:  Make sure the power supply is connected and the power connector light is on.
    Step 2:  Go to Start Windows logo, and select Power > Shut down.
    Let your Surface charge for at least 30 minutes.
    Step 3:  Press and release the power button to turn your Surface on.

    If Windows still shows the battery icon as Plugged in, not charging, go to Solution 5.

    Solution 5: Two-button shutdown

    Important
    Don’t use this process on Surface RT or Surface 2.

    Use this two-button shutdown process to ensure that Surface is turned off completely. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    Step 2:  Press and hold the volume-up button and the power button at the same time for at least 15 seconds, then release both.
    The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
    Step 3:  After you release the buttons, wait 10 seconds.
    Step 4:  Press and release the power button to turn Surface back on.

    If two-button shutdown doesn’t help, your Surface needs a service. For more info, see Send my Surface in for service.

    Plugged in, battery charging

    Plugged in, battery charging (won’t run on battery)

    What you see

    • The battery icon has a power plug, and the battery shows a charge
    • Surface turns off when you unplug it

    If you see this, try Solution 1.

    Solution 1: Install and confirm updates

    Step 1:  Go to Start Windows logo, and select Settings > Update & security.
    Step 2:  Select Windows Update > Check for updates.
    If updates are available, they will download and install automatically.
    Step 3:  If your Surface doesn’t restart automatically, restart it manually: Go to Start Windows logo, and select Power > Restart.
    Step 4:  Repeat these steps until you see Your device is up to date after you select Check now in Step 3.

    After you’ve installed all the available updates, confirm that you have the latest Surface firmware update. Here’s how:

    Step 1:  Go to Surface update history, and choose your Surface model.
    Step 2:  Find the name of the most recent “System Firmware Update” available for your Surface.
    Step 3:  Go to Start Windows logo, and select Settings > Update & security > Windows Update.
    Step 4:  Select Advanced options > View your update history, and make sure that the latest firmware update installed successfully on your Surface.

    If the firmware Update failed, see Trouble installing Surface or Windows updates?

    If installing updates doesn’t fix the problem, go to Solution 2.

    Solution 2: Restart Surface

    Restart (not shut down) your Surface to try to fix the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Go to Start Windows logo, and select Power > Restart.
    Step 3:  After your Surface restarts and you've signed in, check the battery icon again.

    If restarting Surface doesn’t fix the problem, try Solution 3.

    Solution 3: Shut down and charge Surface

    Shut down (not restart) your Surface and charge it for a while.

    Step 1:  Make sure the power supply is connected and the power connector lit is on.
    Step 2:  Go to Start Windows logo, and select Power > Shut down.
    Let your Surface charge for at least 30 minutes.
    Step 3:  Press and release the power button to turn your Surface on.

    If your Surface still won’t run on battery power, go to Solution 4.

    Solution 4: Two-button shutdown

    Important
    Don’t use this process on Surface RT or Surface 2.

    Use this two-button shutdown process to ensure that Surface is turned off completely. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    Step 2:  Press and hold the volume-up button and the power button at the same time for at least 15 seconds, and then release both.
    The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
    Step 3:  After you release the buttons, wait 10 seconds.
    Step 4:  Press and release the power button to turn Surface back on.

    If two-button shutdown doesn’t help, your Surface needs a service. For more info, see Send my Surface in for service.

    + Surface won’t turn on

    Surface showing a black screen

    What you see

    • A black screen, and the Surface logo doesn’t appear
    • Nothing happens when you press the power button
    Important
    First, make sure that you’ve followed the steps in Before you begin and that the power connector light is on.

    Solution 1: Turn on Surface

    Step 1:  Press and release the power button on your Surface.
    Step 2: Wait a few seconds.
    Your Surface may take several seconds to start up or wake from sleep. For info about power states, including how to turn Surface on, shut it down, or wake it from sleep, see Surface power states.
    Step 3: Check to see if your Surface has turned on.
    • If Surface turns on. Charge the battery for a while, and when it has at least a 40 per cent charge, install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Surface won’t turn on. Try Solution 2.

    Solution 2: Force restart

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    The screen may flash, but continue to hold down the power button for the full 30 seconds.
    Step 2:  Press and release the power button on your Surface to turn it back on.
    • If Surface turns on. Charge the battery for a while, and when it has at least a 40 per cent charge, install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Surface won’t turn on. Your Surface may need a service. For more info, go to Send my Surface in for service.

    + Surface turns on, but Windows won’t start

    If your Surface turns on, but Windows doesn’t start correctly, your Surface may display one of the screens below. Choose a screen from the list to get solutions for your specific problem.

    Important
    • First, make sure that you’ve followed the steps in Before you begin and that the power connector light is on.
    • Have your BitLocker Recovery Key handy in case Windows prompts you for it. If you don’t have it, you can retrieve it by going to windows.microsoft.com/recoverykey, and signing in with the same Microsoft account you use on your Surface. For more info, see BitLocker recovery keys: Frequently asked questions.
    Surface logo screen

    Surface logo screen

    What you see

    • The Surface logo remains on a black screen, and Windows doesn’t start
    • “Getting devices ready” or a spinning circle may also appear on the screen below the Surface logo If you see this, try the solutions below, in order.

    Solution 1: Wait while updates are installing

    Sometimes the Surface logo stays on the screen while Surface updates are installing.
    Large updates may take up to 20 minutes—so you may need to wait while they install.
    If the Surface logo continues to appear, try Solution 2.

    Solution 2: Force restart

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    The screen may flash, but continue to hold down the power button for the full 30 seconds.
    Step 2:  Press and release the power button to turn your Surface back on.
    • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. Go to Solution 3.

    Solution 3: Reset Surface using a USB recovery drive

    If you haven’t already created a USB recovery drive, you can download a recovery image that contains all the files you need to reset your Surface to its factory settings. For more info, see Download a recovery image for your Surface.

    Important
    Here are a few things you need to know before you reset your Surface:
    • A reset reinstalls Windows, but removes your personal files, settings and apps that did not come installed on your Surface. Reset keeps the apps that came installed on your Surface.
    • If you updated Surface Pro from Windows 8 to Windows 8.1, a reset will reinstall Windows 8 (not Windows 8.1). You’ll need to reinstall the Windows 8.1 update.

    To reset your Surface from a USB recovery drive:

    Step 1:  Make sure that your Surface is turned off and plugged in.
    Step 2:  Insert the USB recovery drive into the USB port on your Surface.
    Step 3:  Press and hold the volume-down button while you press and release the power button on your Surface.
    Step 4:  When the Surface logo appears, release the volume button.
    Step 5:  When prompted, select the language and keyboard layout you want.
    Step 6:  Tap or click Troubleshoot, and tap or click Reset your PC.
    Step 7:  If prompted for a recovery key, tap or click Skip this drive at the bottom of the screen.
    Step 8:  Tap or click the target operating system you want to reset. This refers to the current operating system you have installed on Surface.
    Step 9:  Tap or click Yes, repartition the drives. On the next page, tap or click Next.
    Step 10:  Choose either Just remove my files or Fully clean the drive.
    The option to clean the drive is more secure, but takes much longer. For example, if you’re recycling your Surface, you should choose to clean the drive. If you’re keeping your Surface, you just need to remove your files.
    Step 11:  Tap or click Reset.
    Surface restarts and the Surface logo appears while the reset process continues (this can take several minutes).
    Step 12:  Surface 2 only: After restarting, Surface may prompt you to clear the computer’s TPM (Trusted Platform Module). Press F12 or the volume-up button to clear the TPM.
    Surface 2 continues the reset process (this can take several minutes).

    Automatic Repair screen on Surface

    Automatic Repair screen

    What you see

    • A black screen that says Preparing Automatic Repair and then Diagnosing your PC
    • You may then see a blue Automatic Repair or Recovery screen

    Solution 1: Restart Surface

    • On the Automatic Repair screen, tap or click Restart.
      • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
      • If Windows doesn’t start. Go to Solution 2.

    Solution 2: Continue to Windows

    Step 1:  On the Automatic Repair screen, tap or click Advanced options.
    Step 2:  On the Choose an option screen, tap or click Continue to exit the options screen and continue to Windows.
    Step 3:  If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    Step 4:  If Windows doesn’t start. Go to Solution 3.

    Solution 3: Repair Surface

    Step 1:  If the Automatic Repair screen appears again, tap or click Advanced options.
    Step 2:  On the Choose an option screen, tap or click Troubleshoot.
    Step 3:  Tap or click Advanced options, and tap or click Startup Repair and follow the on-screen instructions.
    Windows will try to find and fix the problem and may prompt for your BitLocker Recovery Key.
    Step 4:  If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    Step 5:  If Windows doesn’t start.
    Go to Solution 4.

    Solution 4: Refresh Surface

    Refreshing Surface keeps your personal files, settings, any apps that came with your Surface, and those that you’ve installed from the Windows Store.

    Note
    If you updated your Surface from Windows RT 8 to Windows RT 8.1, a refresh will reinstall Windows RT 8.1.

    Here’s how to refresh Surface:

    Step 1:  On the Choose an option screen, tap or click Troubleshoot.
    Step 2:  Tap or click Refresh your PC.
    Step 3:  If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    Step 4:  If Windows doesn’t start. Go to Solution 5.

    Solution 5: Reset Surface

    Important
    Here are a few things you need to know before you reset your Surface:
    • A reset reinstalls Windows, but removes your personal files, settings and apps that did not come installed on your Surface. Reset keeps the apps that came installed on your Surface.
    • If you updated your Surface from Windows RT 8 to Windows RT 8.1, a reset will reinstall Windows RT 8. You’ll need to reinstall Windows RT 8.1 after the reset is complete.

    Here’s how to reset Surface:

    Step 1:  On the Choose an option screen, tap or click Troubleshoot.
    Step 2:  Tap or click Reset your PC, and follow the on-screen instructions.
    Step 3:  If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    Step 4:  If Windows doesn’t start. If the Automatic Repair screen appears again, your Surface needs a service. Go to Send my Surface in for service.
    UEFI screen on Surface

    Firmware interface (UEFI) configuration screen

    What you see

  • A black screen with configuration options like Trusted Platform Module and Secure Boot Control
  • Don’t make any configuration changes on the Unified Extensible Firmware Interface (UEFI) (formerly known as the BIOS) screen.

    Instead, force Surface to restart. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds. The screen may flash, but continue to hold down the power button for the full 30 seconds.
    Step 2:  Press and release the power button on your Surface to turn it back on.
    Step 3:  If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    Step 4:  If Windows doesn’t start. If you continue to see the UEFI configuration screen when you turn on Surface, your Surface needs a service. Go to Send my Surface in for service.
    Choose an option screen on Surface

    Choose an option screen

    What you see

  • A blue Choose an option screen with options like Use a device and Troubleshoot
  • If you see this screen, go to Solution 1.

    Solution 1: Continue to Windows

  • Tap or click Continue to exit the options screen and continue to Windows.
  • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.

    If Windows doesn’t start. Continue to Solution 2.

    Solution 2: Repair Surface

    Step 1:  On the Choose an option screen, tap or click Troubleshoot.
    Step 2:  Tap or click Advanced Options, and tap or click Startup Repair or Automatic Repair, and follow the on-screen instructions.
    Windows will try to find and fix the problem.
    • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start.
      Go to Solution 3.

    Solution 3: Refresh Surface

    Refreshing your Surface keeps your personal files, settings, any apps that came with your Surface, and those that you’ve installed from the Windows Store.

    Note
    If you updated your Surface from Windows RT 8 to Windows RT 8.1, a refresh will reinstall Windows RT 8.1.

    Here’s how to refresh Surface:

    Step 1:  On the Choose an option screen, tap or click Troubleshoot.
    Step 2:  Tap or click Refresh your PC.
    • If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. If the Choose an option screen appears again, go to Solution 5.

    Solution 4: Reset Surface

    Important
    Here are a few things you need to know before you reset your Surface:
    • A reset reinstalls Windows, but removes your personal files, settings and apps that did not come installed on your Surface. Reset keeps the apps that came installed on your Surface.
    • If you updated your Surface from Windows RT 8 to Windows RT 8.1, a reset will reinstall Windows RT 8. You’ll need to reinstall Windows RT 8.1 after the reset is complete.

    Here’s how to reset Surface:

    Step 1:  On the Choose an option screen, tap or click Troubleshoot.
    Step 2:  Tap or click Reset your PC, and follow the on-screen instructions.
    If the Choose an option appears again, choose Continue.
    Thermometer icon on Surface

    Large thermometer icon

    What you see

  • A black screen with a large thermometer icon, and Surface shuts down
  • When the thermometer icon appears, it means that Surface is too hot. Surface is designed to work between 32° and 95° Fahrenheit (0° and 35° Celsius).

    Here’s what to do to resolve this:

    Step 1:  Turn Surface off and let it cool down.
    Step 2:  Keep Surface turned off for about 5 minutes and move it to a cooler place.

    If the thermometer icon continues to appear, contact us.

    Surface showing a low battery error

    Large battery icon

    What you see

  • A black screen with a large battery icon, and Surface shuts down
  • When the battery icon appears, it means the battery is critically low. If you haven’t already, plug in the power supply and charge Surface.

    If you already have the power supply plugged in, the problem may be with the power supply or battery. Here are some solutions to try.

    Solution 1: Change the power connector orientation

    If your Surface isn’t charging even when the power connector light is on, try this:

    Step 1:  Remove the power connector from Surface, turn it over, and plug it back in. Make sure the connection is secure and the power connector light is on.
    Step 2:  Wait 10 minutes and turn on Surface.

    If your Surface still won’t turn on, go to Solution 2.

    Solution 2: Force restart

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    The screen may flash, but continue to hold down the power button for the full 30 seconds.
    Step 2:  Press and release the power button on your Surface to turn it back on.
    • If Windows starts. The battery is probably very low and needs to charge for a while. When the battery has at least a 40 per cent charge, install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    • If Windows doesn’t start. Your Surface needs a service. Go to Send my Surface in for service.
    Surface red screen

    Red screen with Surface logo

    What you see

  • A red screen with the Surface logo
  • A red screen means you may need to change some settings in the UEFI (Unified Extensible Firmware Interface).

    Note
    Windows might prompt you for your BitLocker Recovery Key. If you don’t have it, you can retrieve it by going to windows.microsoft.com/recoverykey, and signing it with the same Microsoft account you use on Surface. For more info, see BitLocker recovery keys: Frequently asked questions.

    To change settings in the UEFI:

    Step 1:  Shut down Surface.
    Step 2:  Press and hold the volume-up button.
    Step 3:  With the volume-up button held down, press and release the power button on your Surface, then release the volume-up button.
    The UEFI screen will display within a few seconds.
    Step 4:  Verify the following settings:
    Step 5:  Trusted Platform Module (TPM) should be Enabled.
    Step 6:  Secure Boot Control should be Enabled.
    Step 7:  Tap or click Exit Setup, and tap or click Yes to save the configuration and reset.

    If you continue to see the red screen when you turn Surface on, your Surface needs a service. Go to Send my Surface in for service.

    Padlock icon on Surface

    Large padlock icon

    What you see

  • A black screen with a large white padlock icon with an X on it
  • The white padlock icon indicates that there’s a certificate error or a certificate is corrupted.

    To resolve this, force Surface to shut down Surface, and turn it back on. Here’s how:

    Step 1:  Press and hold the power button on your Surface for 30 seconds.
    The screen may flash, but continue to hold down the power button for the full 30 seconds.
    Step 2:  Press and release the power button on your Surface to turn it back on.
    Step 3:  If Windows starts. Install the latest Surface and Windows updates to help prevent future problems. For more info, see Install Surface and Windows updates.
    Step 4:  If Windows doesn’t start. If forcing Surface to restart doesn’t fix the problem, your Surface needs a service. Go to Send my Surface in for service.

    + Surface turns on, but the battery won’t charge

    Important
    First, make sure you’ve followed the steps above in Before you begin, and the power connector light is on.

    If Surface and Windows start, but you’re having trouble charging your Surface, or Surface turns off immediately when you remove the power supply, the issue may be with the battery or with Windows not recognising the battery.

    Follow these steps to identify and troubleshoot the problem.

    Look at the battery icon
    Step 1:  On the start screen, swipe in from the right edge of the screen, and look at the Windows battery icon. The battery icon is in the bottom-left corner next to the time and date.
    Step 2:  Find the Windows battery icon below that looks like the one you see on your screen.
    Battery not detected error

    Battery not detected

    What you see

    • The battery icon has a power plug and a red X
    • Surface turns off when you unplug it

    This battery icon means that Windows can’t detect the battery. If you see this, try Solution 1.

    Solution 1: Install and confirm updates

    Step 1:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 2:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 3:  Tap or click Check now.
    Step 4:  If updates are available, tap or click View details.
    Step 5:  Tap or click to select the updates you want to install, and tap or click Install.
    Step 6:  If Surface doesn’t restart automatically, restart it manually: swipe in from the right edge of the screen, tap or click Settings, tap or click Power, and tap or click Restart.
    Step 7:  Repeat these steps until you see Your PC is up to date after you tap or click Check now in Step 3.

    After you’ve installed all the available updates, confirm that you have the latest Surface firmware update. Here’s how:

    Step 1:  Go to Surface update history, and choose your Surface model.
    Step 2:  Find the name of the most recent “System Firmware Update” available for your Surface.
    Step 3:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 4:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 5:  Tap or click View your update history, and make sure that the latest firmware update installed successfully on your Surface.

    If the System Firmware Update failed, see Trouble installing Surface or Windows updates?

    If updating your Surface doesn’t fix the problem, try Solution 2.

    Solution 2: Restart Surface

    Restart (not shut down) Surface to try to fix the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power, and tap or click Restart.
    Step 4:  After Surface restarts and you've signed in, swipe in from the right edge of the screen and check the battery icon again.

    If restarting Surface doesn’t fix the problem, try Solution 3.

    Solution 3: Shut down and charge Surface

    Shut down Surface (not restart) and charge it for a while to try to fix the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power and tap or click Shut down.
    Step 4:  Allow Surface to charge for at least 30 minutes.
    Step 5:  Press and release the power button to turn your Surface on.

    If Surface still doesn’t detect the battery, your Surface needs a service. For more info, go to Send my Surface in for service.

    Battery not charging

    Not plugged in

    What you see

    • The battery icon doesn't show a power plug even when the power supply is connected and the power connector light is on

    If you see this icon when Surface is plugged in, try these solutions.

    Solution 1: Change the power connector orientation

    If Surface doesn’t charge even when the power connector light is on, try this:

    Step 1:  Remove the power connector from Surface, turn it over, and plug it back in. Make sure the connection is secure and the power connector light is on.
    Step 2:  Wait 10 minutes, and check to see if Surface is charging.

    If Surface still isn’t charging, continue to Solution 2.

    Solution 2: Remove the battery driver, then install and confirm updates

    You may be able to resolve this issue by removing the battery driver, and installing Surface and Windows updates.

    Note
    If you don’t remove the battery driver first, when you install Surface and Windows updates, they may fail with Windows Update error 8024004C.

    Here’s how to remove the battery driver:

    Step 1:  Plug in your Surface.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Search.
    Step 3:  In the search box, enter device manager, and in the search results, tap or click Device Manager.
    Step 4:  Tap or click the arrow next to the Batteries category.
    Step 5:  Double tap Microsoft ACPI-Compliant Control Method Battery, tap the Driver tab, tap Uninstall, then tap OK.
    (If you’re using a mouse, right-click Microsoft ACPI-Compliant Control Method Battery, and click Uninstall.)
    Step 6:  Leave Surface plugged in.

    After you’ve removed the battery driver, install Surface and Windows updates. Here’s how:

    Step 1:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 2:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 3:  Tap or click Check now.
    Step 4:  If updates are available, tap or click View details.
    Step 5:  Tap or click to select the updates you want to install, and tap or click Install.
    Step 6:  If Surface doesn’t automatically restart, restart it manually: swipe in from the right edge of the screen, tap or click Settings, tap or click Power, and tap or click Restart.
    Step 7:  Repeat these steps until you see Your PC is up to date after you tap or click Check now in Step 3.

    After you’ve installed all the available updates, confirm that you have the latest Surface firmware update. Here’s how:

    Step 1:  Go to Surface update history, and choose your Surface model.
    Step 2:  Find the name of the most recent “System Firmware Update” available for your Surface.
    Step 3:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 4:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 5:  Tap or click View your update history, and make sure that the latest firmware update installed successfully on your Surface.

    If the System Firmware Update failed, see Trouble installing Surface or Windows updates?

    If removing the battery driver and installing updates doesn’t fix the problem, try Solution 3.

    Solution 3: Restart Surface

    Restart (not shut down) Surface to try to fix the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power, and tap or click Restart.
    Step 4:  After Surface restarts and you've signed in, swipe in from the right edge of the screen and check the battery icon again.

    If restarting Surface doesn’t fix the problem, try Solution 4.

    Solution 4: Shut down and charge Surface

    Shut down Surface (not restart) and charge it for a while to try to fix the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power and tap or click Shut down.
    Step 4:  Allow Surface to charge for at least 30 minutes.
    Step 5:  Press and release the power button to turn your Surface on.

    If Surface still doesn’t charge, Your Surface needs a service. For more info, see Send my Surface in for service.

    Plugged in, battery not charging

    Plugged in, battery not charging

    What you see

    • The battery icon has a power plug, but when you hover on the battery icon in the desktop notification area, it shows Plugged in, not charging
    • Surface may turn off when you unplug it
    Important
    Your Surface is designed to work best with the included power supply. Using a third-party power supply may result in slow charging.

    If you see this, try Solution 1.

    Solution 1: Shut down and charge Surface

    Shut down Surface (not restart) and charge it for a while to try to fix the problem.

    Step 1:  Make sure the power supply is connected and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power and tap or click Shut down.
    Step 4:  Allow Surface to charge for at least 30 minutes.
    Step 5:  Press and release the power button to turn your Surface on.

    If Windows still shows the battery icon as Plugged in, not charging, go to Solution 2.

    Solution 2: Remove the battery driver, then install and confirm updates

    You may be able to resolve this by removing the battery driver, then installing Surface and Windows updates.

    Note
    If you don’t remove the battery driver first, when you install Windows and Surface updates, they may fail with Windows Update error 8024004C.

    Here’s how to remove the battery driver:

    Step 1:  Plug in your Surface.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Search.
    Step 3:  In the search box, enter device manager, and in the search results, tap or click Device Manager.
    Step 4:  Tap or click the arrow next to the Batteries category.
    Step 5:  Double tap Microsoft ACPI-Compliant Control Method Battery, tap the Driver tab, tap Uninstall, then tap OK.
    (If you’re using a mouse, right-click Microsoft ACPI-Compliant Control Method Battery, and click Uninstall.)
    Step 6:  Leave Surface plugged in.

    After you’ve removed the battery driver, install Surface and Windows updates. Here’s how:

    Step 1:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 2:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 3:  Tap or click Check now.
    Step 4:  If updates are available, tap or click View details.
    Step 5:  Tap or click to select the updates you want to install, and tap or click Install.
    Step 6:  If Surface doesn’t automatically restart, restart it manually: swipe in from the right edge of the screen, tap or click Settings, tap or click Power, and tap or click Restart.
    Step 7:  Repeat these steps until you see Your PC is up to date after you tap or click Check now in Step 3.

    After you’ve installed all the available updates, confirm that you have the latest Surface firmware update. Here’s how:

    Step 1:  Go to Surface update history, and choose your Surface model.
    Step 2:  Find the name of the most recent “System Firmware Update” available for your Surface.
    Step 3:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 4:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 5:  Tap or click View your update history and make sure that the latest firmware update is successfully installed on your Surface.

    If the System Firmware Update failed, see Trouble installing Surface or Windows updates?

    If removing the battery driver and installing updates doesn’t fix the problem, go to Solution 3.

    Solution 3: Restart Surface

    Restart (not shut down) Surface to help resolve the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power, and tap or click Restart.
    Step 4:  After Surface restarts and you've signed in, swipe in from the right edge of the screen, and check the battery icon again.

    If restarting Surface doesn’t fix the problem, go to Solution 4.

    Solution 4: Shut down and charge Surface

    Now that all available updates have installed, shut down (not restart) Surface again and charge it for a while.

    Step 1:  Make sure the power supply is connected and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power and tap or click Shut down.
    Step 4:  Allow Surface to charge for at least 30 minutes.
    Step 5:  Press and release the power button to turn your Surface on.

    If Windows still shows the battery icon as Plugged in, not charging, your Surface needs a service. For more info, see Send my Surface in for service.

    Plugged in, battery charging

    Plugged in, battery charging (won’t run on battery)

    What you see

    • The battery icon has a power plug, and the battery shows a charge
    • Surface turns off when you unplug it

    If you see this, try Solution 1.

    Solution 1: Install and confirm updates

    Step 1:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 2:  Tap or click Check now.
    Step 3:  If updates are available, tap or click View details.
    Step 4:  Tap or click to select the updates you want to install, and tap or click Install.
    Step 5:  If Surface doesn’t automatically restart, restart it manually: swipe in from the right edge of the screen, tap or click Settings, tap or click Power, and tap or click Restart.
    Step 6:  Repeat these steps until you see Your PC is up to date after you tap or click Check now in Step 3.

    After you’ve installed all the available updates, confirm that you have the latest Surface firmware update. Here’s how:

    Step 1:  Go to Surface update history, and choose your Surface model.
    Step 2:  Find the name of the most recent “System Firmware Update” available for your Surface.
    Step 3:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 4:  Tap or click Change PC settings, then tap or click Update and recovery.
    Step 5:  Tap or click View your update history, and make sure that the latest firmware update installed successfully on your Surface.

    If the System Firmware Update failed, see Trouble installing Surface or Windows updates?

    If installing updates doesn’t fix the problem, go to Solution 2.

    Solution 2: Restart Surface

    Restart Surface (not shut down) to try to fix the problem.

    Step 1:  Make sure the power supply is connected, and the power connector light is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power, and tap or click Restart.
    Step 4:  After Surface restarts and you've signed in, swipe in from the right edge of the screen, and check the battery icon again.

    If restarting Surface doesn’t fix the problem, try Solution 3.

    Solution 3: Shut down and charge Surface

    Shut down Surface (not restart) and charge it for a while to try to fix the problem.

    Step 1:  Make sure the power supply is connected and the power connector lit is on.
    Step 2:  Swipe in from the right edge of the screen, and tap or click Settings.
    Step 3:  Tap or click Power and tap or click Shut down.
    Step 4:  Allow Surface to charge for at least 30 minutes.
    Step 5:  Press and release the power button to turn your Surface on.

    If Surface still won’t run on battery power, your Surface may need a service. For more info, see Send my Surface in for service.