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Troubleshooting Microsoft surface book 2

Anonymous
2025-04-28T18:25:26+00:00

I got a Microsoft Surface Book 2 two months ago. After updating to Windows 11, I noticed that after using it for some time, the screen suddenly goes black, while the keyboard lights and other indicators remain on. However, when I plug in the charger, the issue stops temporarily.

Please, what could be causing this, and how can I fix i

t?

Surface | Surface Book | Display and screen

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  1. Anonymous
    2025-06-27T01:55:10+00:00

    Hello,

    Welcome to the Microsoft Community.

    If the device works normally after plugging in the power, it may be a battery or battery driver failure.

    We can troubleshoot the issue by following these steps:

    1. Run the Surface Diagnostic Toolkit to detect problems.

    Fix common problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support

    2. Force restart your Surface, which may fix the issue.

    • Select Start > Power > Shut down, then wait for the Surface to turn off.
    • Press and hold the power button for 20 seconds. If the logo screen appears after a few seconds, continue holding for a full 20 seconds until the logo screen reappears.

    3. Reinstall the battery driver.

    • Plug in your Surface.
    • Select Search on the taskbar, enter Device Manager, and select Device Manager from the results.
    • Expand the Batteries category.
    • Double-tap or double-click Microsoft Surface ACPI-Compliant Control Method Battery or Surface Battery, go to the Driver tab, select Uninstall Device > OK.
      (You can also right-click the battery device and select Uninstall device.)
    • Select your computer name at the top of the device list, click the Action menu, and select Scan for hardware changes.
    • Select Start > Power > Restart.

    4. Manually download and install the Surface driver and firmware package.

    Download drivers and firmware for Surface - Microsoft Support

    Best regards,

    Huy-K | Microsoft Community Support Specialist

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