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Surface Pro 3 blocked

Serge Bomben 0 Reputation points
2025-12-19T14:09:17.8466667+00:00

Hi,

I bought a new Surface Pro 3 in 2014 for domestic use.

Everything was ok until last week. When I started it instead of the pass word request I got a blue screen Bitlocker with an ID number to recover the key. My Microsoft account recognise the computer but told me that no key is registered in my acount. What can I do in order not to loose all files in my Surface ?

I would like to fix this problem and contact an after sales service able to unlock the computer without loosing any thing.

Thank you inadvance for your reply

Best regards

[Moderator note: personal info removed]

Surface | Surface Pro | Performance and maintenance
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  1. Barb Bowman 80,695 Reputation points MVP Volunteer Moderator
    2025-12-22T13:50:51.2833333+00:00

    Serge,

    Microsoft cannot provide the bitlocker key and Microsoft cannot unlock the computer. If none of the options to find your key per https://support.microsoft.com/en-us/windows/find-your-bitlocker-recovery-key-6b71ad27-0b89-ea08-f143-056f5ab347d6 are available (which you already stated), and, if you get the bitlocker prompt before even reaching the lock screen password prompt, unfortunately, the only option is the recovery image (and data loss). https://support.microsoft.com/en-us/surface-recovery-image

    Sorry for the bad news.

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