Surface Laptop 3 display turns off when the brightness is at lowest setting

Anonymous
2019-11-27T23:49:06+00:00

The laptop works fine when the brightness is at any level except the lowest setting. When it's set to low, it'll work for a minute or two, and then the screen turns black. It doesn't go to sleep because I can still hear videos playing in the background and I can pause/resume them using the spacebar, but the screen is completely black. To bring it back, I have to hit the power key to put it to sleep, and then again to wake it back up. 

This is especially annoying because I mainly use the laptop when in bed at night, so I always have it on the lowest brightness.

All software is up to date. Any recommendations?

Surface | Surface Laptop | Display and screen

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.

0 comments
Answer accepted by question author
Anonymous
2020-03-27T14:57:04+00:00

Appreciate the confirmation and thank you for reporting this issue.

Update 9/24:

We published new improvements and fixes for Surface Laptop 3 that fix this issue. You can get updates now by checking Settings > Update & Security > Windows Update. We recommend that you install these updates to keep your Surface performing its best.

For more information, please view the Surface Laptop 3 update history page.

Thanks,

Greg

Was this answer helpful?

3 people found this answer helpful.
0 comments

50 additional answers

Sort by: Oldest
Most helpful Newest Oldest
  1. Anonymous
    2020-03-04T00:55:18+00:00

    Hi, InfoTechRich!

    Thanks for reaching out to Microsoft Community and posting your concerns regarding the screen brightness on your Surface Laptop 3. We understand it is important for you to be able to view movies without getting interrupted and we're sorry for the troubles you have to go through. Thanks for taking the time to let us know about this and giving us the chance to help you out.

    May we know if the same thing happens when you set the brightness level to 1 instead of 0?

    Furthermore, you mentioned that only Netflix is affected here. Does it happen to other apps with a dark them? It is possible this is due to adaptive brightness. You may check this page to know more about Adaptive brightness and contrast on Surface devices. That page will help you out on what to do for cases like this.

    If this answers your question, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

    Kind regards,                                                                                                                 

    Janette_Z

    The above suggestions did not help.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2020-03-05T02:41:37+00:00

    Solution to this issue. 

    Step 1: Turn off the Adaptive Display Settings. Settings>System>Display

    Step 2: Download the Intel Graphics Comamd Center from the Microsoft Store. Select System>Power>Toggle Off the Display Power Savings

    Problem Solved.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2020-03-05T15:06:14+00:00

    Hi, InfoTechRich!

    We're truly sorry for the delayed response. Thanks for the update on what you did specially with using the Intel Graphics Command Center app as discussed in the Adaptive brightness and contrast on Surface devices article. Since the problem has been solved, we will be closing this thread. 

    Take care!

    Regards,

    Janette_Z

    Was this answer helpful?

    0 comments
  4. Anonymous
    2020-03-21T23:34:13+00:00

    where is the display power savings option in the app?

    Was this answer helpful?

    0 comments