How to clean and care for your Surface | Microsoft

Learn how to keep your Surface looking and working great. This video walks you through how to get more out of your battery, care for the touchscreen, clean the Alcantara® fabric, and correct wrap the power cable.
0:20 Extending battery life
3:25 Caring for the touchscreen
4:20 Cleaning Alcantara® fabric
5:54 Safely wrapping and storing cables
7:39 Long-term storage
This article details how to maintain your Surface support.microsoft.com/help/40...
#SurfaceITseries

[@RogueVisionary]

There's always something different said when it comes to charging a device with lithium-ion. Some say the device is "smart enough" to not let the battery "overcharge". Some say lithium-ion batteries don't like deep cycles, and to keep the device plugged in when you can so you're not using the battery as much. And then some say to drain to less than 10% of its total capacity. I wish there was a definitive answer

[@Notnow22]

I tend to go with the side that says 'lithium-ion batteries don't like deep cycles' as this seems to be the case for every device. The longer your charge them (and the more times you charge them), the worse it gets over time.

[@sebhatyidelwo1928]

the Alcantarta does NOT age like fine leather lmao... I can't clean it for the life of me

[@okikeure7422]

It gets dark with dirt and its annoying

[@mosthatedtwink]

mine cleans fine???

[@calmdown3842]

love the laptop but the stains on my keyboard are KILLING me and am a very clean person. It makes me feel like I have done a crime to have those stains on the keyboard.

[@kendraa7013]

Me too! It makes me feel gross, especially when I pull my computer out to use in class, I feel like people must think I'm filthy, or if they need to use my computer for a second, they must be disgusted to put their hands on my keyboard.

[@lalintipbarcaru2133]

Me too, Microsoft should have an option to change this Alcantara cover for laptop.

[@timothy790110]

you probably have

[@bletwort2920]

@@soundwavesuperior6761 Yeah oils and sweat along with dirt and dead skin. And maybe pieces of snacks that you were having lol.

[@MirthzaAY]

IDK if the underneath layer of the Alcantara platinum covers are red, bc i've noticed that it's showing a redish color (maybe i'm cleaning out the Alcantara)

[@dianajocelyn935]

I recently got the surface pro 6 and am planning and using the pen a lot, what kind of screen protector do you guys recommend to not only keep my screen protected but also allow me to be able to write on the screen without there being a delay from the pen and the screen

[@CODmontages110]

Does anyone know if using Lysol wipes would be okay on the Surface keyboard or outer shell of the Pro? Like if I wipe down my matte black Pro 6, would that damage, rust or remove the paint

[@TheRareCriticalThinker]

Extremely impressed with my Surface laptop 2 (i7, 16gb RAM, 512gb SSD). Coming from a 2015 MacBook Pro, I don't think I will be going back. Perfect for me as a cyber security major. I wish it had a USB C port though. :(

[@sanvidvaidya2318]

I just got The Surface Laptop 3 as a Christmas Gift, just 2 weeks back and I just wanted to ask Should I get a Screen protector for the Laptop or will the Alcantara protect it from smudges and Scratches?

[@sowmyagulati4139]

This video was of great help...Would love to see more videos on Surface devices.....I just bought Surface Laptop 2 and its amazing. Keep up the good work!!!

[@Deauclerc]

I have the Surface Laptop 2 since his launch. It is amazing, I work every day with it, and and I wash my hands the most possible before using it. My alcantara is perfect, like when it was brend new ! You'll love your Surface

[@brizzle799]

Are lysol wipes okay with cleaning the keypad ??

[@chloeokeefe535]

What should I do when my alcantara on the surface laptop starts peeling?? It's not completely detaching, but the edges are peeling and breaking off.

[@PepesLuis80]

Hi Chloe, did you find a solution for that? I'm looking for a video to explain how to make your own face cover. But only for the place where you put your hands on. Please let me know if you find it

[@marwanosama4315]

i have surface pro 4, the fan now is sounds like a water vapor engine!! very loud when the temperature exceeds 45C!! how to resolve this issue?

[@kornkernel2232]

What about cleaning out the dust that may accumulate in the vents of Surface devices? Is there any proper and recommend way of cleaning it?

[@MicrosoftCustomerSupport]

Hi there. We're glad you reached out. We do not recommend your Surface to open it for cleaning since the parts are very sensitive and it may affect the system performance. If necessary, you can bring your device to the nearest Microsoft to have it checked: msft.social/KCvbFG. Regards. -Ken

[@SBTRIS]

@@MicrosoftCustomerSupport in case there isnt a microsoft store nearby, would you recommend using a vacuum to suck it out, or use compressed air to blow it out?

[@patriciahalfpenny3596]

I have a worse experience than Mr Gnome - my blue keyboard is worn away completely on the left-hand corner where I steady it to use as a laptop. The top layer has disintegrated all along the edge and peeled back to reveal various layers underneath. Worse than the keyboard - I am now on my third charging cable - the cable is so thin and it seems like the wiring becomes detached inside the cable at the junction with the connector. I love my surface pro 4 - but this experience is making me hesitate about a surface pro 6 - should I look elsewhere?

[@fahdahmed7188]

how would you clean the dust off the keyboard?

[@maythesciencebewithyou]

what about dust that gets into the machine`?

[@zoolkifli7]

How about scratches on the black magnesium alloy body of my MS7 ? any idea? Cant find anything on the internet that i can do myself?

[@edemehtawardhana5962]

My new surface pro 6 i5 8gof RAM 256gb only got around 3 - 4.5 hours on a full battery, it requires 3 hr to charge from 10-100% power. Does this normal? Is there anyone else have the same problem?

[@thetruthrdx2076]

HI I have Dell 5290 2 in 1 but it is with express charging charges in 1hr 45 min full and gives about 6 hours backup

[@MathHomeKw]

Wht about heat ? I have one and heat is very high when i use it . By contacting whith store thy told me that its normal for microsoft labtops

[@turbothehusky8083]

Math Home Kw me too it can get quite hot often

[@antonystarling]

Hi guys, great video , good to see normal humour , I have just purchased a Surface Book 2 laptop,I have moved over from a Mac Book Pro retina, the screen cleaning with the mac was just breath on the screen and wipe with a soft cloth, I presume it has to be just the same with the Surface book ? To add i have been very impressed with the laptop so far it is as good as the Mac maybe even better which I never thought I would ever say, for presenting to clients with the screen options fantastic.

[@lissettelopez7595]

Love my surface pro but this keyboard getting stained so easily is a no-no.

[@turbothehusky8083]

Lissette Lopez agreed the back of my surface is getting quite dirty and I’m not sure how to clean it

[@alectonz2257]

Do you know how about the thermal fan? Is there any way to clean it?

[@lucasguimaraes5629]

Hey I have surface laptop and my alcantara is full of stain I’ve tried the method you guys showed and just doesn’t work. Don’t know what to do?

[@hehahu6869]

Which color surface laptop?

[@lucasguimaraes5629]

HeHaHu silver

[@hehahu6869]

I'm picking black or burgundy. Hope it doesn't pick up stain..

[@speedsterflash1458]

Glass/window cleaner will help, but don’t spray directly

[@joaquimsousa3319]

How to replace thesurface laptop keyboard alcantara? Thanks

[@saritasi7819]

Great video wish it was longer though. I just got a surface 6 pro as a birthday gift and now I m looking for how to take good care of it

[@MicrosoftCustomerSupport]

Hi there. We're glad you reached out. To keep your Surface looking and working great, follow the steps here on how to clean and care your device: msft.social/ovuDwA. Let us know if you have any other questions, and we will be glad to assist you further. -Ken

[@Zeielein]

I have stickers on the backside of the Surface Pro 7, should I not have them on?

[@aashishyadav7899]

Hello Microsoft help team! My Surface Pro is not showing the battery charging indication while the charger led is on and connected properly ...its plugged in but not charging .

[@surendrapandey4158]

Alcantara covers acailable or not? For palm rest areas?

[@ditax2327]

Any tips on cleaning under the trackerpad of the surface laptops? Mine still mostly works but cant drag and drop anymore and clicking sometimes doesnt work...suspect it needs a clean but I cant see any ideas apart from dismantling the device which I cant do (company laptop)

[@MicrosoftCustomerSupport]

Hi there! We saw your comment that you want to know how to clean the trackerpad of your Surface laptop other than dismantling it. Rest assured that we'll do our best to help you. We'd like to know more details about this, so we can address all your concerns. Please answer these questions to help us isolate the issue further: 1. What is the make and model of your device? 2. Which Windows version and OS build are you using? To check, press the Windows Logo Key + R, type winver, and press Enter. 3. What are the solutions you've already tried? It helps us avoid repeating solutions. We'll wait for your reply.

[@MicrosoftCustomerSupport]

Hi there. Hope you're doing great. We're just checking if you still need assistance regarding on how to clean the trackpad of your Surface laptop. If yes, don't hesitate to send us a message. We'll be glad to help. Stay safe.

[@elliottmissen8491]

RIght I have the blue keyboard surface laptop and ITS NOT BLUE NOMORE THE HAND STAINS ARE BROWN AND I HAVE TRIED Handsoap,Dishsoap even freaking vanish gold and nothing works wth

[@andreac3926]

MR GNOME oof

[@stephenabm7779]

Another important issue to review is the connection ports, my Surface Pro 3 was having the screen freeze and have the need to refresh pages a little too often, as well as having to "Reset the device every few weeks and driving me crazy. It appears I had dirty/debris-obstructing the keyboard port. A poor or intermittent connection was likely the culprit. I had to Blow out and clean both sides of the port. I Applied a little isopropyl alcohol to a cotton swab and gently dab (do not drag) the connections. Plug the keyboard in frontwards and backwards a few times. Recently I became convinced that something serious was going on with my hardware. Yes, it was hardware, but the problem was cured as above, in 2 minutes.

[@bmas44]

Same thing happens to me every once in a while

[@anahtheshrimp]

my device's alcantara cloth has started to fray at the edges, how can i repair it? should i go to a Microsoft service center? please help....

[@chloeokeefe535]

Me too!

[@NoelHuerta]

Hello I had my surface Laptop for about a year and a half and I am starting to see yellow stains on the corner of my screen. I was wondering if there is a solution to this ?

[@MicrosoftCustomerSupport]

Hi there, Noel. Glad that you've reached out to us and understand that you're seeing yellow stains on your Surface Laptop screen. In most cases, yellowing or discoloration of screen is usually hardware related. In your case, it is best to contact our Surface team using this link: msft.it/6052TcheY to have it inspected as they specialize on Surface hardware. To do so, you can follow the steps below: 1. Click on "Contact Support using a browser instead". 2. Type in "Contact Support". 3. Select "Surface" as the product. 4. Choose "Hardware problem" as the issue and follow the onscreen instruction. Make sure to sign in the Microsoft account where the device is registered and take note of the service request number for your reference. This number can be used to review your case and send follow-up if needed. It would look like this: SRX**********ID. Alternatively, you can also start a service request online by going to Device service and repair page here: msft.it/6053Tchel. It will ask you to sign in your Microsoft account. If your device is already registered, select it and follow the instructions. If your device isn't listed, select "Don't see your device?" to register it, then follow the instructions to get service. Best regards.

[@lalintipbarcaru2133]

Hi There, I have a problem, Alcantara, on laptop 13.5" it changes colour overnight ( where I always put my hands on, I think might be from alcohol gel or the other) Can I change Alcantara on the laptop? Tried to clean, but it doesn't work. Please contact me. Thank you.

[@lalintipbarcaru2133]

Here is my email address: [e-mail]

[@timkeklinker]

Hi there so i love my SB2 but for some reason i have a few burnt pins on the clipboard side of the connector between the base and the mentioned clipboard. This causes the dGPU not to show up. everything else works just fine. is there a good way to clean those pins up? I'm a little scared cause the pins are on the inside of the laptop and not very easy to clean

[@MicrosoftCustomerSupport]

Hi there. Glad that you've reached out to us, and we understand that you want to know if there's a good way to clean the pins on your Surface Book 2. Yes, you can do this by wetting a cotton swab with rubbing alcohol (use 95 percent isopropyl alcohol or higher if possible). Use the swab to clean the silver pins on both faces of the three connectors, located on the top middle surface of the keyboard hinge. Rub the swab back and forth vigorously, and use a fresh swab surface to clean each of the six connector faces. Make sure that the pins are dry and that there are no cotton fibers or small objects on the connector. For additional reference, you can also read more about how to clean and care for your Surface here: msft.it/6054TWTqp. All the best.

[@timkeklinker]

@@MicrosoftCustomerSupport Hi, thanks for the reply. The problem is not on the plug side but rather on the socket side of the connector. the contacts on the hinge of the base are clear and free from any rust or burnings. It's the pins on the inside of the socket on the clipboard's side which have burning marks. And i don't know how to get into there

[@MicrosoftCustomerSupport]

Thank you for updating us. The same process or procedure would apply for the pins on the clipboard to use a cotton swab with rubbing alcohol to clean it.

[@MicrosoftCustomerSupport]

Hello again. How's everything? We're just following up your concern regarding a way to clean the pins on your Surface Book 2. As a summary, we informed you that you can do so by wetting a cotton swab with rubbing alcohol (use 95 percent isopropyl alcohol or higher if possible). Use the swab to clean the pins on both faces of the connectors. Then, rub the swab back and forth vigorously, and use a fresh swab surface. Also, making sure that the pins are dry and that there are no cotton fibers or small objects on the connector. We hope that all is good now on your end and if you have spare time, you can share your experience with the Social Media Team by clicking here: msft.it/6056TWm6I. Thank you and always keep safe.

[@timkeklinker]

​@@MicrosoftCustomerSupport Hi there. First of all thank you for your messages. As always, one problem always leads to a new problem. Since my Pins were a little burnt and wouldn't make electrical contact anymore the Surface Firmware suddenly didn't recognize the Base AT ALL. Like not at all. No charging. No USB. etc. And since the Base being recognized from the tablet part is necessary to unclip those two parts i couldn't get them apart anymore because it's a PHYSICAL lock holding the two parts together. But because there's no emergency release mechanism for when the software part of the unclipping process does not work (or in my case when the base will not be detected and both parts are just stuck together) my SB 2 was pretty much useless during that time since the battery was draining and i couldn't charge it. Now thanks to a post on reddit i was able to find out that you can release the hook holding both parts with a paperclip by poking in through the vent holes. Eventhough that was a little sketchy i was able to take off the clipboard part (thank god) and finally start cleaning the pins. now a cotton swab was to thick to fit into the slot so i used a very thin piece of wood covered in toilet paper which was soaked in isopropyl alcohol. That pretty much cleaned the pins to a healthy degree. I then took some electrical contact spray, wrapped the wood in a new sheet of toilet paper and sprayed the contact spray on there. After that i had a relief moment since everything works again as expected. The GPU gets its full PCI-e x4 lanes (which is not a lot btw) and all the ports work again. Thank you for your tips and maybe think about putting some kind of emergency release mechanism somewhere hidden inside the tablet but a lot more accessible than poking around with a paperclip. (i know there's some major software problems that comes with that but yeah, at least a detailed guide on how to manually release the clipboard would be great)

[@Eagle10021]

If my pro 7 battery goes bad will microsoft replace it for a couple hundred dollars? Even if it's out of warrenty. Just want to know because I want to buy it.

[@gillianbrown2766]

Thanks for this - had my surface laptop for 2 years and the Alcantara is almost pristine. Looks like I was cleaning it properly - phew! :)

[@MicrosoftCustomerSupport]

Phew indeed!

[@chloegrimm1841]

How were you cleaning it?

[@pigeond3325]

I have brown marks on my surface pro keyboard where my palm usually rests when I use it, I’ve tried cleaning it as you said 3 separate times but it still looks the same, any suggestions?

[@MicrosoftCustomerSupport]

Hi there! Thanks for reaching out. We understand that you want to remove the marking on the hand rest of your keyboard and you've tried several steps. Aside form the video, have to you seen the attached article about Clean and care for your Surface and tried all the suggested steps in that article to clean your keyboard?

[@pigeond3325]

Microsoft Helps Yes I have, the results are still the same, though the mark has faded slightly but is still visible when you look at it, Do I need to use a product or something?

[@MicrosoftCustomerSupport]

Got that. Since you've tried the suggested steps in the link we sent, which is also the advice the Social Media team can give, we suggest reaching out to our Surface team in your region and hear their advice regarding this matter. You can check this link to view their contact number: msft.it/6057TkCrH. We appreciate your understanding and cooperation.

[@MicrosoftCustomerSupport]

Hello there! We hope that you were able to contact our Surface support to get more advise about your concern on Surface keyboard. If you have extra time, we'd also love to hear from you! Please share your experience with the Social Media Team by clicking here: msft.it/6051TZEHW

[@PepesLuis80]

Hi birdyful, did you find a solution for that? I had the same problem and I was looking for a video to make your own face cover but nothing. If you tried something else, please let me know

[@eleglance]

Whomever pushed this material to be used where palms rest, and eventually gets horribly discolored over time, I admire that individuals ability to convince Microsoft that it was a good idea. Been following this from day 1, everyone knows that oily residue would collect over time producing ugly blemishes. And yet Microsoft kept pushing this material for years despite everyone in the tech space questioning the decision. I'm sure this had to have come up during development and yet it was pushed through. Would love to have been a flyn on the wall during those discussions. I love my Surface Book, and would have gotten the laptop but the material kept me away. Now im seeing used laptop's with these horrible looking oily brown blemishes pop up everywhere online, selling for a tiny fraction of what they're really worth just because after years of oily buils up, it kinda looks gross. I love Microsoft quality but this material decision has always perplexed me. Still rocking my Surface Book though! Still smooth and clean, after all rhese years! Works well too.

[@arielgabizon78]

what about cleaning keyborad keys? It's become harder to type for me lately

[@MicrosoftCustomerSupport]

Hi, Ariel. Let’s get this done. For further help in cleaning your keyboard keys, we suggest checking this link: msft.social/7LLUpI this article includes how to clean your cover and keyboard. Let us know if you need further help.

[@MicrosoftCustomerSupport]

Sending this follow up to remind you that were always here to assist you.

[@Fakhrul_Islam]

Heat may damage the screen, what about the heat generated from the device?? Will it damage it?

[@ThatAngeloGuy]

absolutely am in love with my 15'' surface book 2

[@sebis7733]

How is it Now? My Surface book 3 overheating after 1 hour of google meet the screen is VERY HOT.

[@ThatAngeloGuy]

@@sebis7733 it works for me :^)

[@ever4uvijay]

I have been using surface pro 7 since start of year. Seeing all your videos, really helpful and great. Thank you so much. I really think surface pro 7 is one of the best devices on the planet.

[@estherdavies8096]

Hello! I tried the cleaning method with the new material but it doesn’t work. What can I do?

[@MicrosoftCustomerSupport]

Hi there, Esther. Which Surface device are you using? Which part of the Surface are you trying to clean?

[@MicrosoftCustomerSupport]

We would like to follow-up on the status of your concern. We want to ensure that you receive the best support needed. Feel free to message us back if you need further assistance.

[@perryross6299]

@@MicrosoftCustomerSupport how do I clean it, the charging light does not come on all the time

[@perryross6299]

this is my mode Surface Pro (5th Gen) - 256GB i5 8GB M1796 Serial: 022131582953

[@aynsleyhoelscher988]

Is having my surface book plugged into the surface dock also burning out the battery?

[@MicrosoftCustomerSupport]

Hello, Aynsley. We're glad you reached out. Having your Surface continuously plugged to the dock is fine. It won't burn battery power. We hope this answers your question. 🙂

[@MicrosoftCustomerSupport]

We'd love to hear from you! Please share your experience with the Social Media Team by clicking here: msft.it/6055Tm6wb. Moreover, for future support, please check out our Customer Support KZbin channel msft.it/6056Tm6wj. Thank you!

[@akshayshetty7941]

I have ink marks on the keyboard on the waxed place ..plz let me know how to clean it...

[@MicrosoftCustomerSupport]

Yikes! Is it a permanent ink like ball pen or permanent marker ink?

[@akshayshetty7941]

@@MicrosoftCustomerSupport ball pen ink !

[@akshayshetty7941]

Plz help me .!

[@MicrosoftCustomerSupport]

We'll do our best to help. That is something that is hard to remove but if you spill something on the Alcantara material, try to clean it within 30 minutes to help prevent any stains from setting. Use swirling motions, gently clean with a white line-free cloth dampened with soap and water. A simple solution of two parts water to one part mild soap (like hand soap) will do. Wipe dry using a clean light-colored cloth. Hope this suggestion helps.

[@MicrosoftCustomerSupport]

Hello, Akshay. It was our pleasure assisting you with your inquiry here in Social Media support. Your opinion is important and, we’d love to hear from you on how we Support you in Social Media. Any feedback and suggestions on how we can improve our service will be very much appreciated. Click this link to rate our service: msft.social/mQRcym. Reach out to us if you need assistance.

[@jtcber]

I have the habit of storing the surface laptop and tablet in the trunk of the car during long road trip in the summer and winter months. So is it bad to store in a hot car or freezing cold winter?

[@MicrosoftCustomerSupport]

Hi! That's a good question. Please be informed that Surface uses an internal lithium-ion battery. It also designed to work between 32°F and 95°F (or 0°C to 35°C). Lithium-ion batteries are sensitive to high temperatures, so keep your Surface out of the sun and don’t leave it in a hot car. Let us know if you have any other questions.

[@MicrosoftCustomerSupport]

Hello there! It's been a while since we have heard from you and we hope that we're able to provide the information that you need with regard to your inquiry. By the way, we'd like to know your thoughts about our Social Media support. Click this link to rate our service: msft.social/Kv3nxH.

[@adnan.saleem]

Thanks it was a great help. Just bought my new surface pro 7. Too concerned about the premium device 😂

[@MicrosoftCustomerSupport]

Woohoo! Congrats on the new Surface Pro 7.

[@Philippines987F]

sir my laptop doesn't work anymore,the software and the google chrome dont work because we haven't use our laptop for years and its stuck and inside is dirty,how can we fix it or clean the inside of my laptop?i can't play in my laptop anymore. i cant download the roblox and more games here : (

[@jessiebaker5035]

What do we use to clean oils off surface laptop keyboard? Just saw the touchscreen. Just bought a surface 5 and typed one email and already have finger oil 😢

[@MicrosoftCustomerSupport]

Hi! Thank you for commenting. Taking care of your Surface is very important to keep its best performance, and cleaning the touchscreen is very easy due to its coating. To clean the fingerprints and oily spots off your screen, use a screen cleaning wipe or a soft, dry, lint-free cloth. When necessary, you can dampen the cloth with one of the following: water, isopropyl alcohol (IPA) solution 70% or less, or eyeglass cleaner. Please never use glass cleaner or other chemical cleaners as it may get damaged. For other ways of taking care for your Surface, we're sharing this support article for your reference: msft.it/6059gLuIb. We hope this helps.

[@MicrosoftCustomerSupport]

Hi, Jessie. We hope you're doing great. We recently saw your comment about cleaning Surface Laptop keyboard, so we provided you with some explanation, things to try, and an article to check. We haven't heard back from you, so we're sending this follow-up message to check how's everything going. We sincerely hope you get back to us, so we can utilize all our available resources in helping you if you still have questions or need further assistance.

[@MicrosoftCustomerSupport]

Hello again! We recently talked about your case here on social media, and we would like to know what you think of this experience with us. We would like to request a moment of your time to complete a questionnaire, where you can tell us what we've done well and what we can further improve on. If you have time, please fill it out. If you need any further help, feel free to write again. msft.it/6003g0ZNl Thank you for your time, and we hope that you have a great day!

[@colleenmarie22]

Is it necessary to have a screen protector for my Surface Pro 6?

[@MicrosoftCustomerSupport]

Hello. Thank you for reaching out, Colleen. That's good question, the screen protector is an essential accessory that you should buy for your Surface Pro 6. It can keep your Surface Pro 6's glass panel free from scratches and damages. The tempered glass usually offers better protection and clarity, while the plastic film has better touch and pen sensitivity. Hope this helps.

[@colleenmarie22]

@@MicrosoftCustomerSupport Thank you for your quick response.

[@MicrosoftCustomerSupport]

You're most welcome, always happy to help! Should you come across other questions or concerns, please feel free to reach out. Have a great weekend!

[@jazminhiggins888]

Anybody know why the screen self clicks in different spots?

[@seobizhub9116]

What do you mean?

[@alaashebeeb8729]

Many thanks appreciate

[@Dobrufusnoretro]

My surface go 2 suddently wont charge. It happened in the past some times but different, if turned on wouldnt charge then I turned it off and it would charge. But now even after I turned it off wont charge. I use it as my computer every single day... id apreciate some help thanks

[@MicrosoftCustomerSupport]

Hi, Bruno. Apologies if we're not able to respond on time. We saw your message about having issue in charging your Surface Go 2 as it no longer charging. You mentioned that you were able to charge the device before when it's turned off, but now It's completely not charging. We know how important for you to have this sorted as your using your Surface device for your work or school purposes. We'll make sure to do our best to help you with this immediately. For us to further check your Surface Go 2 charging issue, kindly provide us the following: 1. Were there any changes or updates made on your device before the issue happened? 2. When you tried charging the device while It's turned on, does the battery icon show any sign that the charger is connected? 3. Do you see any light indicator when the charger is connected to your device? 4. May we know what troubleshooting steps have you done so far? We'll wait for your update.

[@Dobrufusnoretro]

@@MicrosoftCustomerSupport after some hours and several tries I turned tablet on (low battery) and then restarted it instead of turning it off. also turned wifi off just in case and only then turned the tablet off and it then charged normally, until the moment I picked it up to use that stopped charging. I then mooved the cable until it started charging again so I suspect maybe the original charger is failing. Ive read somewhere its possible to charge via usb C ( I have samsung usb a to c charger) and it doesnt work. would changing the cable to c-c work? Thank you for your reply. Best regards

[@MicrosoftCustomerSupport]

We appreciate the update you shared with us, Bruno. Your efforts in trying to resolve the issue are greatly appreciated. We strongly recommend that you visit this link: msft.it/6057dOkbX. From there, you'll see all the things you need to do if the power supply or charger doesn't work. If the issue persists after following the steps, kindly proceed with the last step, which submitting a service order for your charger. Please know that if your device is no longer within warranty, there might be a charge for the repair or replacement.

[@MicrosoftCustomerSupport]

Hi there, Bruno. Hope you're doing great. This is a follow up regarding on Surface Go 2 charging issue. On our previous conversation. We asked some questions for us to assist you better and provide a suitable solution. We also provided a link on what to do if your Surface power supply or charger doesn’t work. For your reference, here's the link: msft.it/6057dOkbX. Lastly, we provided an option to submit a service order for your charger. We just want to make sure that we're able to assist you with your concern. If you still need further assistance, don't hesitate to send us a message. We'll be glad to help. Stay safe.

[@MicrosoftCustomerSupport]

Hello again! We recently talked about your case here on social media, and we would like to know what you think of this experience with us. We would like to request a moment of your time to complete a questionnaire, where you can tell us what we've done well and what we can further improve on. If you have time, please fill it out. If you need any further help, feel free to write again. msft.it/6008duwrA Thank you for your time, and we hope that you have a great day!

[@GerbilNoises]

tbh..why don't they just allow the top of the keyboard to be detachable so it can. idk..be thrown in the wash?

[@josephodonoghue9631]

Hi, I have a Surface Pro it’s less than a year old! Quite a bit of the paint on the back, has scratched very easily and has discoloured! Anything I can do?

[@turbothehusky8083]

Joseph O'Donoghue me too I have 2 small scratches but from my dirty fingers my surface does have some dirty ness just trying to clean it

[@Fakhrul_Islam]

Is there any battery diagnostic tool to check the battery life of surface pro?

[@MicrosoftCustomerSupport]

Hi. Thank you for reaching out. We see that you wanted to know if there's a diagnostic tool to check the battery life of your Surface Pro device. Our Surface Diagnostic Toolkit can diagnose and fix common Surface problems: > Windows update and system repair > Power supply and battery > Touchscreen and display brightness > Speakers and microphone > Network connectivity > Memory and storage The tool provides report of the scan that you can see if there's any issue on your Surface device hardware e.g battery. For more information, kindly see this page: msft.it/6059wA3sL. Have a good day.

[@MicrosoftCustomerSupport]

Hi! How are you? Just doing a follow-up. In you last reply, you asked if there's a diagnostic tool that you can use to check the battery life of your Surface device. We informed you that the Surface Diagnostic Toolkit can diagnose and fix common Surface problems including Power supply and battery. We hope that you were able use the tool and that your issue has been resolved. Please don't hesitate to message us back if you need further assistance. We'll be happy to assist you. By the way, we'd love to hear from you! Please share your experience with the Social Media Team by clicking here: msft.it/6057w7Jrd Thanks and stay safe.

[@Fakhrul_Islam]

@@MicrosoftCustomerSupport thanks it helped me

[@DummiBoiii]

I left my new surface pro 4 plugged in for 24 hours but not 7 days so I hope to god that nothing bad happened

[@Deauclerc]

No problem for only 24 hours :)

[@DummiBoiii]

J-C. T thanks lol

[@celine4everr]

heh

[@cherif101]

Hi guys, my surface pro 7, can't take the update. How do I solve this problem? Thanks

[@MicrosoftCustomerSupport]

Hi! Thanks for reaching out to us. We understand that you need help with your Surface Pro 7, since you are unable to update it. We know how important it is to get this fixed; no worries, we are here to help. To isolate your concern, we will ask a few questions: 1. What Windows version are you using? To check, click Start, type WINVER, and press Enter. 2. Is there an error you encounter whenever you try to update your device? 3. What specific update are you trying to install? We will wait for your reply.

[@MicrosoftCustomerSupport]

Hi. We're just checking in to ensure that your update concern has been resolved, as we have not heard back from you after we asked a series of questions to isolate it. Please feel free to message us again if you need further assistance.

[@trivvexdoesstuff7480]

Great video! Just got a Microsoft Surface Go Laptop and it is just amazing! Just need to get some cleaning supplies for my blue ice color.

[@mananshah1678]

My Surface laptop 2 is "stained" from just my palms resting against it i tried everything the website said is there anything you could do to help me out?

[@MicrosoftCustomerSupport]

Hey there, Manan. All the suggested solution posted on this link: msft.social/r8Fzb5 supposed to be the answer to your problem. If it didn't work, then our option is to send your device for service: msft.social/UWHuO6. You may also contact our support team: msft.social/mVDdqS for assistance as they might have other way to help you in your situation. Let us know if you need further assistance. _Rjay

[@MicrosoftCustomerSupport]

Hi. Hope everything went well upon reading our message. Can we get an update about your concern for further action.

[@mananshah1678]

@@MicrosoftCustomerSupport I'm sorry I just saw this I think I may send it in like you suggested. I am just wondering if I would be charged?

[@MicrosoftCustomerSupport]

That's okay, we understand. As we reviewed the Microsoft Surface Warranty Information, we do not recommend sending it in for repairs since it is only a cosmetic issue. These types of concerns are not handled by our support team, regardless if it is under warranty or not. Please refer to this article and look for Warranty Exclusion under 7.g: msft.social/fFLiJu. We apologize for the confusion that this may have caused you. Keep us posted.

[@MicrosoftCustomerSupport]

Hello! How's it going? We hope that everything is already clear regarding your query. Please remember that you can always get back to us for help. We'd also like to take this opportunity to know your thoughts on how we provide support here in KZbin: msft.social/clZ61F. Thank you and take care!

[@ashaariahmad708]

tried the tips and it doesn't work

[@jasmined4326]

Should I get a Surface Laptop 3 or a Surface Pro 7 can I get peoples opinions one which is better and which one I should get. Mainly going to use for school, Netflix, KZbin and other stuff like this and maybe some drawing

[@sambhavsaraswat5585]

Can you dry clean the typecover of surface pro?

[@MicrosoftCustomerSupport]

Hi there, Sambhav. Thank you for standing by on this concern and apologies for the delayed response. We understand that you’d want to confirm if the Type Cover of Surface Pro can be dry clean. We’ll assist you in the best way we can. As indicated in the article provided: msft.it/6053n9iJc, the recommended way to clean it up is by wiping with a lint-free cloth dampened in mild soap and water. For further information about this, you may go through the section: Cover and keyboard care of the article. Let us know if you may have any clarifications. Have a great day and stay safe.

[@MicrosoftCustomerSupport]

Hello there. We hope you’re doing good today. We just want to make a follow-up as we aim to help in resolving your case. This is in line with your query about asking if the typecover of Surface Pro can be dry clean. We’ve informed you that the recommended way of cleaning it up is by wiping with a lint-free cloth dampened in mild soap and water. For more information we’ve’ provided this article: msft.it/6054niYlE and we’ve advised you to check the section under “Cover and keyboard care”. If you still need assistance, feel free to send us a message. Thank you for reaching Social Media Support. Have a great day!

[@sambhavsaraswat5585]

@@MicrosoftCustomerSupport Hey, the way in the documentation works but the stains on my typecover are turmeric stains and it has been 1-2 months when they appeared, I realised it is very late now, so is it safe to dry clean it.

[@MicrosoftCustomerSupport]

Apologies for the late response, Sambhav. We know that it is important for you to keep your device clean. You can perform a dry clean, but make sure that the fabric you will use is clean. We'll still advise you to perform the steps on the shared article (support.microsoft.com/en-us/surface/clean-and-care-for-your-surface-8b3e7e01-f2b7-5854-b7a6-dac2cbf6e104). Make sure that you will not directly apply the liquids on your device, but you can put moderate amount of clear liquid or alcohol on the fabric to clean your device. Let us know how it turns out for you.

[@MicrosoftCustomerSupport]

Hi again, Sambhav. We hope that you're having a great day. Just checking on how things are going on your end. On your recently post, we understand that you'd like to know if dry clean is safe to perform on your Surface typecover. To recap, we informed you that dry clean is safe as long as the fabric you will use is also clean and smooth. It is still advisable that you perform on the article we have in keeping your devise clean and care: support.microsoft.com/en-us/surface/clean-and-care-for-your-surface-8b3e7e01-f2b7-5854-b7a6-dac2cbf6e104. It is also better if you will not directly apply liquid/alcohol on your device. This will avail having stain on it. Most important is to apply moderate amount of liquid/alcohol on the fabric. Our goal is to have your concern resolved, and we hope that everything is sorted now. As always, we are constantly here for you. Don’t hesitate to reach back to us if you have further questions. We'd love to hear from you! Please share your experience with the Social Media Team by clicking here: microsoft.qualtrics.com/jfe/form/SV_3CMljQTkqeHEcdv?Region=US&Q_Language=EN&CaseID=17365249 Thank you!

[@MisterWhatWhat]

I’ve ran my keyboard cover the dishasher on he top shelf and on normal or 1-hour wash. Nice & clean!

[@ElAndresRodriguez]

B r u h

[@Me-qw1yp]

What!?!

[@Aedxn]

Hey, does it still work?

[@samira.8919]

1:20 "Lithium-ion is an acid" As a chemist, I have cringed after hearing this. My advice: don't use terms you don't fully understand to sound technical. :)

[@Genericname]

ok Samir Ahmed

[@MinecraftArmsRace]

well at least lithium ion tastes good :))

[@cat-.-]

I am chemistry technical advisor supervisor, and I need to say that under supercritical superpositioned conditions, lithium-ion undergoes profound percolation reaction and becomes critically acidic

[@samira.8919]

@@cat-.- WutFace

[@Eagle10021]

@@MinecraftArmsRace T F

[@ainish4940]

I am still confused about how to clean the Alcantara® fabric on my laptop, I have a Surface Laptop 2 pls help

[@siphokokelaog]

My A button does not work after I cleaned the keyboard

[@flavioculotti4835]

you dont explain how to clean the keyboard, how could you left out that important part ????????

[@apoishaqabdulfatah5082]

but guys what about the dust inside the device?

[@SamuelSGBailey]

I bought a new surface laptop 2, I naturally have sweaty palms and have found on the great palm rests have turned brown over 3 months when I was first using the device. I have tried using soaps and a damp cloth but over time it still looks dirty which I find embarrassing :(

[@MicrosoftCustomerSupport]

Hi there. We're here to assist you. We understand that some part of your Surface Laptop 2 is changing color. For us to provide the best recommendation, please answer the following information: * When and where did you purchase your Surface Laptop 2? * Are you looking for a replacement? * Have you already tried all the steps here: msft.it/6059TFApU? keep us posted. _Rjay

[@MicrosoftCustomerSupport]

We didn't hear anything from you, Samuel. Do you still need help? Kindly let us know so we can assist you accordingly.

[@amir_h_nejad]

Perfect. Thanks.

[@MicrosoftCustomerSupport]

Glad it helped!

[@owenwint21]

I nice see video out to care for laptop studio

[@hone-toka8040]

i bought my surface June of 2019 and I'm already having lots of problems. there is so much dust under the webcam that the face recognition doesn't work anymore. when i turn it on it takes a few seconds to actually light up. and the pen keeps on turning off when ever I try to use it

[@MicrosoftCustomerSupport]

Hi! We're glad you reached out. We understand how important a working Surface is. Let's work on this one at a time. Let's start with the Pen as it's simpler compared to the dust in the Camera. Quick question, have you tried replacing the battery on the Pen? Thank you, we hope you're doing well while reading this. 🙂

[@hone-toka8040]

@@MicrosoftCustomerSupport I have replaced the battery but the same things are still re occuring

[@MicrosoftCustomerSupport]

Thanks for the information. Which Surface model do you own? Are you getting any error messages? Were there any changes/updates made prior to the issue?

[@MicrosoftCustomerSupport]

Hello. We haven't heard from you. Do you still need our assistance about the issue that you're having on your Surface?

[@ElAndresRodriguez]

What do you even do to have that happen lmao

[@ehmzed]

Jared is so cute tho I can't

[@williamg7138]

You can't what? Just shut up

[@sarahcalderon1588]

what about cleaning the cover, the outside...

[@DylanJ10000]

That's what I want to know! Mine seems to be fading where I touch it (I have a Surface Laptop, so it has the aluminum outside), and I just want to know how to polish it and keep it looking nice :(

[@MicrosoftCustomerSupport]

Thank you for reaching out, Dylan. Here's a link you may find useful on how to clean and care your Surface: msft.social/ErMfex. Regards. -Ken

[@akshayshetty7941]

I have ink marks on the keyboard on the waxed place ..plz let me know how to clean it...

[@Drenma.]

Thank you bros

[@madboyreadynow28]

These 2 are so cute🤭🤫

[@o-jay9860]

Just bought a surface laptop 4 after watching so many reviews about the device, which all have maintained tha it is an excellent machine although some minor issues such as the longetivity of the alcantara fabric and refelectiveness of the screen. However, after just two days of usage, i noticed two collosal problems. First one is backlight leakage in the screen of the laptop 4 with backlight leaking from thw bottom of the screen which is very hard to not notice. Second problem is electricity going through the aluminium body of the laptop while on charge, you feel an important electricity current on your hands while touching the body of the laptop. Another important problem is a buzzing sound coming from the charger when not connected to the device.

[@MicrosoftCustomerSupport]

Hello O-Jay. Thanks for reaching Social Media Support. We understand that you just purchased a Surface laptop 4 and after two days of using it you’re encountering issues with backlight leakage in the screen, electricity going through its aluminum body while It’s charging and a buzzing sound from the charger when not in use. Your efforts raising this issue to us are very much appreciated. We know how important your device and your safety, and we’ll do our best to help you. May we know where did you purchase your Surface laptop 4? Is it from the Microsoft store or from a retail store? May we also confirm if you already tried running the Surface Diagnostic Toolkit: msft.it/6054b1fBk to help run a series on your device that may help check for software issues and fix them?

[@MicrosoftCustomerSupport]

Hi, O-jay! We hope you’re doing good today. We just want to make a follow-up as we aim to help in resolving your case. Recently you’ve contacted us because you need help with the Surface Laptop 4 you've purchased. In line with this we’ve asked questions to isolate your concern. Please provide the information needed in order for us to assist you further. Thank you for reaching Social Media Support. Have a great day!

[@o-jay9860]

Hey microsoft, thanks for replying. I purchased my SL4 from a retailer who also imported it from france. Unfortunately, we dont have an official store or representation of microsoft in my country Morocco therefore i cant benefit from any help although the device is still under warranty. I've done some research and i found that im not the only one suffering from such issues. I have other surface products that work just fine but dont know how these issues can be found in a device with this price tag.

[@o-jay9860]

@@MicrosoftCustomerSupport i have run the surface diagnostic and the device is fine and doesnt have any issues beside the ones i have raised. I have a business unit of a SL4 15" 11th gen i7 intel processor with 16GB of RAM and 256 SSD. Being a old fan of the surface products(since the surface pro 3 and 4) i was not satisfied with the quality of this product.

[@MicrosoftCustomerSupport]

Apologies for the late response. We appreciate your efforts to research and troubleshoot this so far, as well as the information you provided. Your feedback on your experience so far is duly noted and will be used to improve our services and products in the future. If we were in your shoes, we'd certainly want to get this resolved and be able to use the quality product you paid for. Regarding the backlight leakage, we'd like to check if this is a hardware or software issue. Have you already tried checking for updates and installing any available ones? If all available updates have already been installed, try checking if it happens while you're in the UEFI screen by following these steps: 1. Turn off your Surface and wait 10 seconds. 2. Press and hold the volume up button on your Surface, and at the same time, press and release the power button. 3. The Microsoft or Surface logo will appear on your screen. Continue to hold the volume up button. Release the button when then UEFI screen appears. 4. View the screen and see if the problem is still present. Regarding the electricity current you noticed, can you confirm if you've tried using a different power outlet or perhaps a different charger (if available)? Also, was the buzzing sound only coming from the charger, and not the laptop itself? Looking forward to your reply.

[@Mixed_Ethiopia_Countryball]

Today i looked at my surface pro and when i turn it on, NOTHING. No app, no backround, no apps, JUST NOTHING.

[@haseebkahn4811]

Tip: Upload the videos in 4k, to get more subscribers!

[@sinnceer_era]

✌🏾🙏🏾🐜Mahalo

[@timothy790110]

I just picked up the 13.5 Surface Book 2 with 512 Gb SSD, 1050, 16 GB, i7-8650U for 570 dollars! Brand new in box, plastic still on!

[@AsianFlex]

Gonna guess u guys don't support pro 2 or pro 1 anymore soo time for 3rd party parts and risk of dead screen!

[@stepchicken7142]

I THOUGHT THAT THE GUY IN THE LEFT WAS USING A MACBOOK🤣

[@joekanto8391]

Love the Surface Pro 7. Finally made the switch from Apple. You guys need to push a budget friendly 400 dollar Surface Go with Intel 11th Gen

[@omarclemente9646]

Oofi hate myself no wonder the charger didn’t work today I charged my pc 24/7

[@NDakota79]

You know you fucked up when you have to make a 10 minute video about cleaning your laptop product because you used fabric to cover it.

[@michelbruns]

Charge down gg

[@eljeffe58]

Duh

[@Shinjin666]

Holy shit these 2 are way too Hollywood

[@DrFurb]

MS need to remove the fabric on the keyboard. It collects stains period ffs. Ive had to buy silicon pads for my wrists to protect the fabric after just 2 weeks. Fucking stupid design decision. Seriously considering another brand.

[@irfanbeig4800]

Only a dumb will add a piece of fabric to the laptop.

[@kaanaksulu73]

wow man this is creepy and uncool

[@spambedam]

What a lot of useless BS. Not a word about cleaning the contacts between the cover and the tablet. That's the only real cleaning problem.