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Surface Laptop Go 2 screen shows Windows logo during boot then turns black

Bin Ji 0 Reputation points
2025-08-06T12:14:30.5666667+00:00

Initially, my Surface Laptop became unresponsive to mouse movement, with the screen frozen and the mouse disappearing from the screen. I could temporarily resolve the problem by using Alt+Tab to switch to another application, which would unfreeze the screen and bring back the mouse on the screen. The problem almost happened daily.

After the Alt+Tab method stopped working, I found an alternative solution: closing the computer lid and then opening it. I got the Windows lock screen. I logged in again, and the problem was solved until it happened again.

Eventually, the closing lid solution stopped working. I pressed the power button down for 15 seconds to force the laptop to shut down. When I rebooted the laptop, the Windows logo would show up, and then the screen became blank. I hooked an external display to the Surface and found that the external display works fine.

I reinstalled the driver in Windows device manager, installed the latest Windows updates, and installed the latest Intel Iris Xe display driver. None of them fixed the problem.

I reset the Surface to factory configurations, which did not solve the problem. The external display still worked fine, but the internal display stayed black after showing the Windows logo during boot. I tried Win+Ctrl+Shift+B, which did not solve the problem. I opened the Windows display settings, and Windows can detect both the internal and external displays. However, when I clicked the Identify button, the number was only shown on the external display, but not on the internal display.

I tried pressing both the Volume Up button and the power button during boot. I got different results depending on whether the external display was connected.

  • If the external display was connected, then the UEFI/BIOS screen was shown on the external display, and the internal display stayed black.
  • If the external display was not connected, the Windows logo initially appeared on the internal display, which then turned black. If I connected the external display to the laptop again, I could see Windows boot up normally and see the login screen on the external display.

I created a Ubuntu boot USB stick and booted from the USB. Ubuntu was able to show the desktop on the external display, but the internal display stayed black.

Please let me know how I can fix the problem.

Surface | Surface Laptop | Display and screen
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  1. Harold Milan 1,315 Reputation points Independent Advisor
    2025-08-06T14:59:59.7733333+00:00

    Hi Bin Ji__,__

     

    Thanks so much for sharing all the details it really helps paint a clear picture of what’s going on with your Surface Laptop. I can imagine how frustrating it must be to deal with a screen that keeps freezing and eventually goes completely black, especially after trying so many fixes. You’ve done a great job troubleshooting so far!

     

    What We’re Seeing

    From everything you've described the disappearing mouse, the screen freezing, the temporary fixes like Alt+Tab and closing the lid, and now the internal display staying black even after a factory reset it’s looking more and more like a hardware issue with the internal display.

     

    Even Ubuntu couldn’t get the internal screen working, and the fact that the external monitor works perfectly tells us the graphics system is okay — it’s just the built-in screen that’s having trouble.

     

    What You Can Try Next

    Here are a few friendly suggestions to help move things forward:

     

    Run the Surface Diagnostic Toolkit This free tool from Microsoft checks for hardware issues and gives you a report you can use if you need to contact support. You can grab it here: Surface Diagnostic Toolkit

     

    Try UEFI Without the External Monitor Restart your Surface and hold Volume Up + Power to enter UEFI. If the internal screen stays black even here, that’s a strong sign the display hardware itself might be the issue.

     

    Reach Out to Microsoft Support Since you’ve already done a factory reset and updated everything, it’s time to let the experts take a look. You can start a service request here: Surface Support

    If your device is still under warranty or covered by Microsoft Complete, they might offer a repair or replacement.

     

    If you’d like help checking your warranty status or drafting a message to support, I’d be happy to assist. Just let me know what you need I’ve got your back!

     

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