I had the problem with the computer working fine for the first few days then after receiving some updates couldn't get it out of the sleep mode or restarted, just a black screen...no life. Followed all the troubleshooting tips from others that had same problem and finally got it working as follows: Make sure the computer is plugged in. Hold the volume up button for 15 seconds and while still holding volume up press the power button. This is where I got something others haven't reported. "Surface" flashed on the screen but didn't look normal and also had a line under it going across the screen. It only flashed for a split then screen black again. If you got this go to step 3. Not using volume up button anymore just power button. Hold power button down till you see "Surface" on the screen. I got the unusual looking "Surface" with line 2 or 3 more times till I finally got the normal looking one and the computer booted up and finished installing updates. It appears to be working normally, at least for now. Hope this helps anyone experiencing the same thing.

Hi jamesmartiuk, Thank you for reaching out to the Microsoft Community! We value the time you have taken to consult this issue with us. I can certainly see how essential and necessary having your device working properly is, so I understand if the situation is frustrating at the moment. Please know we will do our best to help, guide you in the right direction and improve your experience! First of all, please try the following: 1. Attach the power supply 2. Wait twenty seconds 3. Press and hold the power button for 15-20 seconds and then release 4. Try to turn the Surface back on If the previous steps don’t work, even though you mention trying this, please attempt a two button restart one more time: Power off the Surface Pro Hold Volume Up and the Power button at the same time for 10 seconds Release buttons Wait 5-10 seconds Power on the Surface Keep the Surface plugged to the power supply for a little while Additionally, please read the following support articles Surface Pro won’t turn on Surface Pro: Windows won't start or stops responding The Surface startup logo doesn’t display or stays at a black screen Surface is stuck on startup or turn-off Windows doesn’t start Windows stops responding in a certain app Windows stops responding If the problem persists after trying all the steps above, we suggest you contact Technical Support by visiting our Self Service Center here or contact Support here . We hope this information is useful! Keep us posted! We are always here to help! Best Wishes,

It's crazy but I press and hold the Volume UP button for about 15 seconds then (while still holding the Volume Up button) press the "on" button for 10 seconds then let go of both of them at the same time. Then the system usually boots up. I also make sure that the charger is plugged in while I'm doing this. ALSO: I have not been having this problem since I started closing (i.e. "Quit") SKYPE before shutting down. However, if I forget to completely shut down Skype first - I always have a problem getting the Surface to start. I don't think this is a coincidence and I find it particularly irritating given that Microsoft owns Skype. Good luck! Suzi

Surface Pro 2 Won't Start: Fix

Anonymous

I had the problem with the computer working fine for the first few days then after receiving some updates couldn't get it out of the sleep mode or restarted, just a black screen...no life. Followed all the troubleshooting tips from others that had same problem and finally got it working as follows:

Make sure the computer is plugged in.
Hold the volume up button for 15 seconds and while still holding volume up press the power button. This is where I got something others haven't reported. "Surface" flashed on the screen but didn't look normal and also had a line under it going across the screen. It only flashed for a split then screen black again. If you got this go to step 3.
Not using volume up button anymore just power button. Hold power button down till you see "Surface" on the screen. I got the unusual looking "Surface" with line 2 or 3 more times till I finally got the normal looking one and the computer booted up and finished installing updates. It appears to be working normally, at least for now.

Hope this helps anyone experiencing the same thing.

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous

Fixed it with long press volume and power button, should have done my homework.

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Anonymous

Hold down the Volume up Rocker and press the Power Button then let go and you should see the Surface Boot Logo come on...

If that doesn't work I would call Tech Support for a potential service and/or exchange.

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Anonymous

For assistance, please contact the Hong Kong Supportdesk.

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Barb Bowman 80,805 MVP Volunteer Moderator

Please see http://www.microsoft.com/surface/en-us/support/warranty-service-and-recovery/surface-wont-turn-on#shutdown

If you can't get it to turn on after all the above, the only other thing is to try a DIFFERENT charger. If you are near a physical Microsoft Store, suggest you go there with the tablet and the charger and see if they can test with a demo. Try a different wall socket as well.

You are correct that devices are NOT repaired.

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Anonymous

Hi Hongjae Lee,

Thank you for bringing this question to us. I'm sorry to hear that your Surface Pro 2 doesn't turn on and it doesn't charge. I'm here to guide you in the right direction.

Please contact our assisted support to see if they can provide other options for you.

Let us know if you have other questions or concerns in the future.

Kind Regards,

Clare

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Anonymous

It has been sent in for a warranty replacement. I just received an email stating that my replacement should ship In 2 business days. So I guess my only worry now is if I receive a new unit or refurbished unit and from my understanding I believe they only ship refurbs which is very very upsetting so other than that all is well. Thanks for your time and service.

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Answer accepted by question author

Anonymous

Hi jamesmartiuk,

Thank you for reaching out to the Microsoft Community! We value the time you have taken to consult this issue with us. I can certainly see how essential and necessary having your device working properly is, so I understand if the situation is frustrating at the moment. Please know we will do our best to help, guide you in the right direction and improve your experience!

First of all, please try the following:

1. Attach the power supply

2. Wait twenty seconds

3. Press and hold the power button for 15-20 seconds and then release

4. Try to turn the Surface back on

If the previous steps don’t work, even though you mention trying this, please attempt a two button restart one more time:

Power off the Surface Pro
Hold Volume Up and the Power button at the same time for 10 seconds
Release buttons
Wait 5-10 seconds
Power on the Surface
Keep the Surface plugged to the power supply for a little while

Additionally, please read the following support articles

Surface Pro won’t turn on
Surface Pro: Windows won't start or stops responding

The Surface startup logo doesn’t display or stays at a black screen
Surface is stuck on startup or turn-off
Windows doesn’t start
Windows stops responding in a certain app
Windows stops responding

If the problem persists after trying all the steps above, we suggest you contact Technical Support by visiting our Self Service Center here or contact Support here.

We hope this information is useful! Keep us posted!

We are always here to help!

Best Wishes,

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Anonymous

All updates were installed,

Hasn't happened for a couple of weeks now. It was always an intermittent fault.

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Anonymous

Hello JD01m

At this point, since you have had no success getting Surface to start, please use the last links provided and contact Support.

Best regards

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Anonymous

HelloJD01m

Sorry to hear you are having trouble with your Surface Pro 2.

You say the tip of the charger lights up when plugged in and connected? Leave Surface charging for an hour and try starting it.

Since the Windows button vibrates when touched, try the following:

Hold the power button for ten seconds

Release for ten more

Start Surface as normal

Some additional troubleshooting and tips Here.

If you have no results, contact Support Here or Here. They may have additional options for you.

Best regards

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Anonymous

Well known issue.

http://answers.microsoft.com/en-us/surface/forum/surfpro2-surfhardware/surface-pro-2-crashes-when-waking-from-sleep/17576a4e-2d85-465a-95aa-029e7b7f29b3

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Anonymous

Greetings Periyo,

Please try the following:

Power off the Surface Pro

Hold Volume Up and the Power button for 10 seconds

Release buttons

Wait 5-10 seconds

Power on the Surface

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Anonymous

Have you tried doing what they had done? By just holding the power button for 30 seconds or so? I'd also suggest talking to Microsoft Support directly. Go to Surface.Com and chat with an agent, maybe they can help you or even get you a new device without having to send your original in first! Support is pretty good in my opinion, but everyone has their own opinion.

Just a question, when you DO get it on, does it run fine? Have any issues?

Are you sure the battery is charged? Some people have been complaining of battery drain since the last update over night. Maybe the device's battery is just dead.

We'd need some more information. :)

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Anonymous

Hold Volume + (up) and Power button for 10 seconds. Surface logo may flash. Then press power and you will boot.

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100 additional answers

Anonymous

2016-02-05T08:12:25+00:00

It's crazy but I press and hold the Volume UP button for about 15 seconds then (while still holding the Volume Up button) press the "on" button for 10 seconds then let go of both of them at the same time. Then the system usually boots up. I also make sure that the charger is plugged in while I'm doing this.

ALSO: I have not been having this problem since I started closing (i.e. "Quit") SKYPE before shutting down. However, if I forget to completely shut down Skype first - I always have a problem getting the Surface to start. I don't think this is a coincidence and I find it particularly irritating given that Microsoft owns Skype.

Good luck!

Suzi
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