dark screen on surface 5 laptop. Help

Hello Jo,

Thank you for posting in Microsoft Community.

I understand that you're experiencing issues with your Surface Laptop 5 display. Let’s troubleshoot this together before considering a warranty claim. Here are some steps you can try:

1. Adjust Brightness Settings: 

   Sometimes, the display brightness settings can cause issues. Try the following: Alternatively, go to Settings > Display and disable “Change brightness automatically when lighting changes.” Manually adjust the brightness slider to your preferred level.

2. Make sure the device is plugged into an appropriate power supply or Surface Dock to reduce issues that can occur when you're on battery power.

3. If the device has power, try refreshing the screen with keyboard shortcuts. Press the Windows logo key + Ctrl + Shift + B.

4. Force a restart. Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

5. Update the graphics driver: Go to Device Manager > Display adapters > Right-click on the graphics driver > Update driver.

6. Run Surface Diagnostic Toolkit and check any pending updates available.

   See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

7. Run power troubleshooter: Settings > System > Troubleshoot > Other troubleshooter > Look for Power and select Run right next to it.

8. Manually update the drivers and firmware for your Surface.

   1. Go to Download driver and firmware for Surface, choose Surface Laptop

   2. Then click the link next to Surface Laptop 5 then click Download on the next page.

   3. Choose the .msi file that matches your current OS Build and click Next.

   4. After downloading, run and install the .msi then Restart. 

If none of these step's work, it may be a hardware issue and you should contact our live support team, so they can guide you further and help determine if a warranty claim is necessary. You may reach them following the instructions below:

1. Go to Contact Us - Microsoft Support

2. Choose how you would like to get support for your Surface device.

3. Type in the problem you need help with.

4. Look at any available solutions offered and select Contact Support.

Kind regards,

Lavenia

Hello Jo,

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com).

Thank you for understanding. 

Kind regards,

Lavenia

HI Lavenia

Thanks for the detailed process to follow.

We tried all the above steps to no avail.

Laptop has now been sent for repair

cheers

Jo