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If your Surface stops responding, or hangs, use the following methods to force a shutdown, and then restart.
Be aware, though, that whenever possible, you should shut down your Surface in the normal manner. See Surface power states for ways to do this normally.
Video: Force a shutdown and restart your Surface
Note: This video is available in English only.
Find your Surface:
See the Surface listings below to find specific instructions for your model.
Surface Pro (5th Gen), Surface Pro 6, Surface Pro 7, Surface Pro X, Surface Laptop (1st Gen), Surface Laptop 2, Surface Laptop 3, Surface Laptop Go, Surface Book 2, Surface Book 3, Surface Go, Surface Go 2, Surface Go with LTE Advanced, Surface Go 2 with LTE Advanced, Surface Studio (1st Gen), Surface Studio 2:
Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.
Surface Pro, Surface Pro 2, Surface Pro 3, Surface Pro 4, Surface Book, Surface 2, Surface 3, Surface RT
Use this two-button shutdown process to make sure your Surface turns off completely:
Press and hold the power button on your Surface until the screen turns off (about 30 seconds), then release it.
Press and hold the volume-up button and the power button at the same time until the screen turns off (about 15 seconds), then release both.
The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.
After you release the buttons, wait 10 seconds.
Press and release the power button to turn your Surface back on. You should see the Surface logo.
If your Surface still won't turn on
If these steps didn't resolve the problem, you can submit a service request to Microsoft.
If you've tried the troubleshooting methods in this article and still can't resolve the problem, you might opt to submit a service request to Microsoft. This is particularly true if your Surface is new and has never worked correctly right out of the box.