surface pro 11 failed to turn on. Only camera came on.

Hi Carla Wynn,

Welcome to Microsoft Q&A!

I understand how worrying it is when a brand-new Surface will not power on while the camera indicator light stays on. Besides the Q&A Assist’s suggestions, here’s something else you should consider:

1 - Force a full hardware shutdown

• Disconnect everything from the Surface (charger, mouse, keyboard, USB devices, dock).
• Press and hold the Power button for at least 20 seconds (even if nothing shows)
• Release the button, wait 10 seconds, then press Power once normally.

2 - Charge check and power isolation

• Plug the Surface directly into the wall using the original charger
• Let it charge for at least 15 minutes > Try turning it on again.

3 - Attempt UEFI boot

• Make sure your Surface device is fully off.
• Press and hold Volume Up, then press Power button
• Keep holding Volume Up until you see the Surface UEFI screen.

In the unfortunate case that UEFI does not appear, this confirms the issue is not Windows and Microsoft does not recommend further user-troubleshooting. This can be treated as a Dead on Arrival situation or early hardware failure. The correct resolution is repair or replacement under warranty: How to get service or repair for Surface - Microsoft Support.

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If your Surface Pro 11 is failing to turn on and only the camera is activating, this could indicate a hardware issue or a problem with the device's firmware. Here are some steps you can try to troubleshoot the problem:

1. Force Restart: Press and hold the Power button for about 10-15 seconds until the device powers off. Wait a few seconds, then press the Power button again to turn it back on.
2. Check Power Supply: Ensure that the device is connected to a working power supply. Sometimes, a low battery can cause startup issues.
3. Run Surface Diagnostic Toolkit: If you manage to turn it on, consider running the Surface Diagnostic Toolkit to check for any issues with the device. This can help identify hardware or software problems.
4. Check for Updates: If the device turns on, make sure that Windows and all drivers are up to date, as updates can resolve many issues.

If these steps do not resolve the issue, it may be necessary to contact Microsoft support for further assistance or consider servicing the device.

References:

• Surface Pro 11th Edition with 5G and Pro 10 with 5G for Business Component Disassembly and Reassembly
• Surface Pro Business 11th Edition with Intel Component Disassembly and Reassembly