Top support solutions for Surface devices

Article
08/09/2024
Applies to:

Windows 10, Windows 11

Note

Home users: This article is only intended for use by IT professionals and technical support agents, and applies only to Surface devices. If you're looking for help with a problem with your home device, please see Surface Devices Help.

These are the Microsoft Support solutions for common issues you might experience using Surface devices in an enterprise. If your issue isn't listed here, contact Surface Support for Business and Education customers.

Warranty and service

Self-Serve your Surface Service Orders on the Surface Support Portal

The Surface Support Portal provides a centralized solution for commercial and education customers to look up current warranty and protection plans, create service requests, and track the status of device repairs. The portal may be accessed here and is subject to an initial access authorization.

US and Canada Customers who do not currently have an Intune or Microsoft 365 subscription: an enhanced Support experience offering self-serve functionalities is now available for your region. Start using the new platform today: Get Support. For detailed instructions on the initial sign-up process, please refer to our step-by-step guide here.

Technical support scenarios

First troubleshooting steps

Next troubleshooting steps

Select the relevant support article from the following table and implement the recommended next steps to resolve the issue.

Issue category	Support article
Display and screen issues	What to try if your Surface screen is distorted, is flickering, or has lines running through it Troubleshoot connecting Surface to an external display
Performance and Maintenance	Surface won’t turn on or start Surface turns on but is stuck on a logo screen Windows doesn't respond or stops working on Surface Surface Go or Surface Go 2 turns on and shows "No Bootable Device" What to do if Surface is running slower Fan behavior and fan noise in a Surface device
Power and Battery	Surface battery won’t charge or Surface won't run on battery Caring for your Surface battery What to do if your Surface power supply or charger doesn’t work Troubleshoot Surface Dock or Surface Docking Station Maximize your Surface battery life USB-C and Fast Charging for Surface Best practice power settings for Surface devices
Sound and Camera	Optimize video conferencing on Surface devices Troubleshoot Surface sound and audio accessories Surface camera not working
Wi-Fi and Internet	Troubleshoot Wi-Fi connection on your Surface
Keyboard, Touchpad and Input	Troubleshoot your Surface Pen Troubleshoot Surface Type Cover or Keyboard Fix touchpad problems in Windows
Surface Dock issues	Troubleshoot Surface Dock and docking stations Troubleshoot connecting Surface to an external display
Reset device	Recovery tool (IT Toolkit) Creating and using a USB recovery drive for Surface FAQ: Protect your data if you send your Surface in for service Microsoft Surface Data Eraser
Deployment issues	DISK0 not found when you deploy Windows on a Surface device that has 1 TB drive configuration Surface Device that has a 1-TB drive configuration shows two drives System SKU reference

Enterprise (Deploy, Manage, IT Tools)

Safety and Security

Surface security overview

Device Enroll and Management in Intune

Surface Management Portal overview

Need more help?

To expedite your support request, make sure to include your device's serial number and your shipping address in the Issue Description field. If your issue wasn't listed or you need more help, contact Surface Support for Business and Education customers.

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