Surface Pro Screen Shattered & Hot Device When charging

Monica Montalvo 0 Reputation points
2026-09-06T22:04:52.01+00:00

Hello!

I recently dropped my surface pro on the floor and the screen shattered as well as black spots are appearing all over it. It still works but the black spots are getting bigger and now when I charge it, the device also get very hot.

Can this be fixed?

Thank you!

Surface | Surface Pro | Performance and maintenance
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  1. AI answer

    2026-09-06T22:05:08.1466667+00:00

    Yes. A shattered Surface Pro screen with spreading black spots is physical display damage, and the device getting very hot while charging is a safety concern.

    Recommended next steps:

    1. Stop using or charging the device if the heat seems abnormal.
      • If a thermometer icon appears, turn the Surface off, move it to a cooler place, and let it cool down for at least five minutes.
      • If the thermometer icon continues to appear, contact support.
    2. Do not attempt a self-repair if there are safety signs.
      • Stop repair or handling if there are burned or melted parts, heat damage, a separated/opened case not caused by impact alone, or any other potential safety hazard.
      • When contacting support, have the model and serial number, a description of the damage, and clear photos ready.
    3. Back up data immediately if the Surface still turns on.
      • Save important files to another computer, external drive, or OneDrive.
      • Microsoft states data recovery is not provided during service.
    4. Start a service order online.
      • Go to Select device for service.
      • Sign in with the Microsoft account associated with the device.
      • Select the Surface, or register it first if needed.
      • Choose the matching damage type such as cracked screen or physical damage, then complete the service order.
    5. Expect replacement service for damaged devices.
      • For damaged devices, the process is to send in the broken device and receive a refurbished device.
      • The post-service warranty is 90 days or the remainder of the warranty, whichever is greater.

    If the device becomes extremely hot, shows smoke, sparks, swelling, or other heat damage, stop using it and follow Microsoft product safety guidance immediately.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. Lychee-Ng 28,125 Reputation points Microsoft External Staff Moderator
    2026-09-07T11:18:01.7166667+00:00

    Hi Monica Montalvo,

    Please treat this as an urgent safety issue and stop using the Surface immediately! Because the device was dropped and now becomes very hot while charging, the impact may have damaged the built-in battery or charging components. Microsoft warns that such damage can lead to overheating, fire, or explosion.

    It's always best to put safety first, so please do not try to open the device or make direct contact with its surface at the moment. It is recommended to reach out to technicians or the local fire prevention and firefighting authorities. Specialized professionals are best equipped to handle this safely, and attempting self-solution is strongly discouraged.

    • Do not turn the Surface back on or charge it again.
    • Do not press on the screen, puncture or shake the device.
    • Avoid touching the shattered glass because it may cause cuts.
    • Leave it on a stable, nonflammable surface in a well-ventilated place.
    • Keep away from sunlight, heat sources, children, and combustible materials.

    The growing black spots are typically a sign of physical LCD/display damage caused by the impact, which unfortunately does not heal on its own and usually gets worse over time. While a cracked screen alone can be serviced, unusual heat should be treated as a potential safety concern. You can also reach out to the support team for more guidance specific for your location:

    1. Visit Contact Us - Microsoft Support > Sign in  
    2. Enter / choose an issue > Get Help to make request  
    3. Scroll down > click Contact Support to connect to an agent 
    4. Select category and continue, then you should reach a chat option. 
    5. If you don't see it, pick another category (e.g. Billings and payments...) 

    Note: The support contact team only works at certain times, so if the last window shows that it's unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. This way, they can call you and help you.

    If you notice swelling, leaking, heat damage, or melting, move away from the device and contact your local emergency services right away. Throw sand (or use fire extinguisher) on the device if there's sparks, smoke, a burning smell, or worse, fire. It's better to be overly careful than risk possible getting injured.

    If you think the answer is helpful to you, please mark this as accepted. If you have extra questions about this answer, feel free to click "Add Comment" and ask! 

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