Hey all, I had/have a Surface Pro 3, i hadn't used it for a while, turned it on last night, wants to do system/firmware update (the surface pro update, not just windows update), figured OK, left it to do its thing, then this morning its just a blank screen. The screen lights up but no image what-so-ever ( I can see the back-light is working). Can turn it off by holding the power button for 20 seconds, but can't boot or get to bios, don't even get the Surface logo. I've tried all the various volume up + power button combos also.
0
It's over two years old (about 26 months), what are my options? Feeling pretty angry since it happened during a update that Microsoft practically force you to do.
Microsoft Surface Pro 3 Is Bricked after Update, What Are My Options for Getting It Fixed?
jonathonsunshine on 03/06/2017 - 11:22
Last edited 03/06/2017 - 11:23
Last edited 03/06/2017 - 11:23
Comments
I would definitely try removing the memory and reinstalling it. Maybe a light rub on the contacts with some clean paper. Failure before BIOS is pretty early and your options are limited, but physical connection failure is much more common than component failure. I'd probably try booting with the HD disconnected too.
(Looking online, maybe memory on the Surface 3 is not upgradeable.) I'd still check.
Yeah, these things aren't disassembly friendly. I'm hoping for pointers towards any ACCC info I should familiarize my self with before contacting Microsoft. Like, i've read that consumers have the right to expect longer life from "a high quality" product etc but I can't find anything about actual timeframes.
It is a decision whether you go the 'Force Microsoft to fix it' route or explore fixes yourself. Looking further, the surface update might have been writing the BIOS and failed. I would probably try creating the emergency usb.
"Step 1: Shut down your Surface.
Step 2: Once Surface has turned off, press and hold the volume-up button.
Step 3: With the volume-up button held down, press and release the power button.
Step 4: Continue holding the volume-up button until the Surface or Windows logo no longer appears on the screen.
You should now see the Surface UEFI. Do one of the following:"Maybe try the above. See what happens.
I've got the surface pro update downloading. But yeah, I'm pretty handy with computers, and I've already done the power+volume button.
I'm really asking about the"force Microsoft to fix it" route
Just call Microsoft and ask?
They're pretty good with Surface warrantiesThey're insider builds, basically beta versions for future updates. Unrelated.
They have some good instructions tho on how to unbrick - but does involve wiping everything.
Things you can try
- disconnecting everything including the keyboard and power and holding the powerbutton for 20-30 secs, release for 10 and pressing it again?
- Booting from a bootable USB like System Repair Disc or an image of Windows 10 you can download for free You can follow these steps
- Freezer bag trick <— do google on that.
HA! Freezer … I haven't done anything stupidly reckless for a while now and its really tempting but I think I might try to explore other options, at least for a little bit…
Are you thinking of consumer guarantees under the ACL that extend beyond the manufacturers warranty period? If so, this link might help.
Key phrase from that seems to be 'Acceptable quality takes into account what would normally be expected for the type of product and cost.'.
Maybe study this, ring Microsoft, and see what happens when you drop the ACL on them. Let us know how you go. It might help the next person.
Yeah, I read that page previously. It's all kinda vague though. Open to interpretation. My expectation is that a computer should last forever based on my previous personal experience of computers basically… lasting forever.
Maybe tell MS that longer than 2 yrs is reasonable. Tech gets obsolete so quickly which is why there are so many product revisions and upgrades. I have read that they were good to deal with on issues with the surface.
I had the same problem, I booked an appointment at the Microsoft Store, I was given a replacement, no questions asked.
My machine sass 18 months old.
Isn't it great being a test user for enterprise users? It'd be very annoying if you paid to be a beta tester by buying Windows 10.