Surface boot error

Question

hi, suddenly in middle of the day my surface laptop restarted and now it will not start up again it keeps giving me the surface boot error and I tried everything listed in the help articles, nothing is working. Does anyone have any tips as to what I can do to resolve this issue?

Thanks!

Answer 1

Hi John, I have followed this sequence precisely and I get to the Step 6 and as soon as I select "Just remove my files" the very next screen says "There was a problem recovering your PC." In fact, any option I select gives me this same response. The USB boot is not working.

I'm going to have a rant here because how the frustration is beyond a joke:

I have already had the laptop replaced once, after my initial purchase in March 2021, due to a manufacturers fault. The replacement I received was a "refurbished" laptop 3, which I'm not particularly happy about since I paid $2,500 for the brand new one which was faulty at no fault of mine yet I get someone else's sloppy seconds, so after having this replacement only 2.5 weeks and experiencing another issue with this model to say I'm disappointed doesn't even begin to cut it. I earn an income from using my laptop so it's kind of vital to have a decent laptop that functions without constant manufacturer faults. I don't mess about with system settings or anything like that. I let Windows install and update as required. I pay for additional software, I don't use open ware products. I do everything by the book and it's got me nowhere but turmoil. With all the laptops on the market I chose to go with Microsoft because for some stupid reason I thought it would be more stable than other manufacturers, after all Microsoft software and Microsoft hardware how could that be a wrong combination!? Boy, was I wrong!!!

John, if you can help me out with this issue I'd be grateful and appreciative. I just want my over-priced useless laptop working.

Answer 2

Hi John, I have a similar problem to Esther's. My brand new Surface Laptop Studio will randomly restart and then lead me to the boot error message. I've tried your solution step by step but sadly it hasn't worked.
After step 5. there is no "recover from a drive" option, I tried doing a local recovery and fully cleaning it but that option doesn't work it will start resetting the device but after 3% it will take me back to the recovery home screen, it is stuck in a loop, the same with other options.
I am very disappointed to say the least and I will have to return it and have it refunded.

Answer 3

Thank you for posting your inquiry here in Microsoft Community, EstherVidal1.

I'm sorry to hear about the boot/start up error on your Surface device. May I confirm if you have performed the USB recovery process like the steps below?

This process will wipe everything out on your device and install a fresh operating system. You’ll need a USB (USB stick) with at least 16GB/32 GB and format it clean (make sure that you have chosen FAT32 as the file system while formatting the USB). You'll need a PC running Windows 10 or Surface Device to download the system files/recovery image on the Microsoft Website.   

If you have previously enabled OneDrive app, it should automatically back up your files and you may view the files in your OneDrive account online. You may also try to back up your files first by using the methods suggested on this thread: Rescue Files when Windows Won't Start. Note: USB/Flash drives are the only required device for you to perform the follow steps below successfully.After formatting the USB to FAT32 USB, convert the FAT32 USB stick as a bootable device. Go to search > search for create a recovery drive > then follow the on-screen instructions. Please proceed to the steps below after converting your USB to a bootable USB stick:

• Download the System Files or Recovery Image: 

1. Go to the Download a recovery image for your Surface.2. If you’re signed in with your Microsoft account, you will be prompt to choose the device from the list of devices on your Microsoft Account. If you’re not signed in, choose a product on the drop-down menu and provide the Serial Number of the device.3. Once the download is finished, go to the file, right-click and choose Extract all then choose the USB/Flash drive.

• Perform the USB recovery:

1. Shutdown the device by pressing/holding the power button for 10 seconds until it’s off.  
2. Insert the USB recovery drive into the USB port. 
3. Press and hold the power button for 15 seconds.
4. Choose your language options and keyboard layout. 
5. Select Troubleshoot. 
6. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC. If prompted for BitLocker Key, tap Skip this Drive. 
7. Select “Recovery”.

You may use this article as your reference for additional troubleshooting: Surface turns on and shows "Couldn't find a bootable operating system". Otherwise, please visit our contact us page; https://support.microsoft.com/en-us/contactus/ to contact Microsoft Surface Support and get your device replaced. If you're located outside the United States, you can check our Global Support Contact page; https://support.microsoft.com/help/4051701/.