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

Note

Some products might not be available in your country or region.

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

Before you begin

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

Note

If you have a Surface Book, make sure the keyboard is attached to the screen.

Note

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

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

Important

Surface is designed to work best with the included power supply.

Switch from USB-C to the Surface power connector. If your Surface has a USB-C port (Surface Book 2 only) and you’re using it to charge the device, try switching to the Surface power connector that came with your Surface. It might help it charge faster.
Check the power connector light. Is the LED light on the power connector turned on?
If the light is off: You may need to replace your power supply. For more info, contact us.
If the light is flashing: Remove the power connector from your Surface and check again for damage or debris that could cause a bad connection. If the light continues to flash, you may need to replace the power supply. For more info, contact us.
If the light is on: If the power connector light is on but you still have the problem, find the scenario below that best describes it and follow the troubleshooting steps on that page.

Select your symptom

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

If your Surface …	Go to this page
Turns on but Windows freezes and stops responding	Windows stops responding on Surface

Before you begin

Select your symptom

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