Suface Duo 2: One of the screens turns off when held upright.

Question

Suface Duo 2: One of the screens turns off when held upright.

Anonymous

From 6/28/2022, My surface duo 2 has been acting up. It appears that it thinks that the phone is folded backwards and turns off one of the screens despite it being folded open flat. This only happens when I hold the phone upright, 90 degrees. upon tilting my device 95 or 85 degrees, the phone then comes out of "folded" mode and resumes normal function, despite no changes to the folding of the phone and happens. This phenomenon occurs whether the phone is folded open </= 190 degrees.

The phone is up to date, I've restarted it, turned it off for 30 minutes and turned it back on and have even done a factory reset which despite me losing some important text messages, I accepted as a consequence because this issue was affecting my productivity to an even greater degree.

I've owned this phone since October 2021 and have not had this type of issue until recently.

Current build number is 2022.418.98

Android Version: 11

I'm not really sure what else to do, please advise.

Thank you.

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.

Answer accepted by question author

1 additional answer

Answer 1

Hello Dakitycea,

This sound like there may be a hardware issue affecting the device. 

Here’s how to request a repair or replacement for your device.
Note: Your device must be registered under your Microsoft account to submit a repair request.

1.  Go to Device Services and sign in with your Microsoft account. 
2. Select the device you want to submit a service request on. 
3.  Click 'Info & Support
4.  Select Start a Service Order and follow the instructions to complete the submission process.

Thanks,

Answer 2

Anonymous

It is unfortunate that this is the only recourse left, but I have complied and followed the directions to start the repair/exchange.

Thank you for a swift response.

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Suface Duo 2: One of the screens turns off when held upright.

1 additional answer