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Service Diagnostics/Troubleshooting Overview
· For general Surface support, visit www.support.microsoft.com
· To troubleshoot device feature/function problems or learn more about your Surface Laptop Visit
www.aka.ms/SurfaceLaptopHelp
· If you’d like to learn more about Windows, visit www.aka.ms/WindowsHelp
· To learn more about the accessibility features of the Surface Laptop, go to the online user guide at
www.aka.ms/Windows-Accessibility
Software Tools:
· How To: Update Surface device rmware and OS
· How To: Surface Tools Video
· Download: Surface drivers and rmware
· Download: Surface Diagnostic Toolkit (SDT)
· Download: Surface Data Eraser
· Download: Surface Imaging Tools
Hardware Troubleshooting Approach
The following approach should be considered when troubleshooting Surface devices:
1. Update device to latest OS/FW versions using the SDT tool.
IMPORTANT: This is a must-do prerequisite to all hardware repairs.
2. Verify any suspected hardware failures by setting the device in a known OS/FW version state and running
SDT to verify fault:
a. Replace the device’s internal rSSD with a gold imaged rSSD containing latest OS and FW updates
(not supplied – must be created as a fault verication jig/tool).
b. Run SDT and verify if condition persists or if resolved with use of gold imaged drive – Refer to
Software Tools section for details on SDT
i. If problem is resolved, then re-image or replace original rSSD.
ii. If problem persists then replace suspected hardware FRU related to the problem by
following the detailed replacement procedures covered within this service manual.
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