Surface Book 2 won't turn on or wake from sleep

Surface Book 2 won't turn on or wake from sleep

If your Surface won’t turn on, or if it goes to sleep and won’t wake up, try these solutions in order.

Is this happening to you?
  • A black screen, with no Surface logo
  • Nothing happens when you press the power button
  • Your Surface appears to be turned off or in a power-saving state
  • The Windows Hello infrared LED may glow red
Before you begin
  • Disconnect any unnecessary peripherals or accessories - ie. USBs, SD cards, keyboards/mice...
  • Disconnect your Surface Dock 

Solution 1: Connect the power supply

Connect the power supply and make sure that the LED is lit. If the LED doesn’t light up or if it flashes, you may have an issue with your power supply. If the battery charge is low, you may see a battery icon on the screen when you press the power button. Charge your Surface for 10 to 15 minutes to make sure that the battery has enough power to start Surface and Windows. After the power supply is connected and you verify that it's functioning, press the power button to turn on your Surface.

Solution 2: Try waking your Surface with hotkeys
You might be able to wake your Surface by using a special keyboard shortcut that refreshes the Surface display driver. This solution may resolve your issue if Windows is on but the Surface display is not responding, and the display needs to be restarted.
  • If you have a keyboard connected, simultaneously press 
  • If you're in tablet mode, simultaneously press the volume-up and volume-down buttons three times in quick succession (within two seconds).
If all else fails move to Solution 3

Solution 3: Force a shut down and restart

See video below.



If these solutions still do not resolve you issue please submit a ticket.




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