Share via

Surface Pro 3 frozen on Welcome screen

Anonymous
2014-12-20T02:50:10+00:00

Has there been a fix devised for this yet? I have been unable to use my surface for days as the welcome screen cursor spins merrily. Have tried carrying the computer outside wi-fi availability with no success, and the power button will not turn it off. Should I wait a week while the battery runs flat, then re-charge? An early fix would be appreciated, as almost every time updates are released new problems pop up.

Surface | Surface Pro | Install and update

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments
Answer accepted by question author
  1. Anonymous
    2016-04-29T18:30:11+00:00

    I do IT support for a law firm and I have a few clients with Surface Pro 3 and 4.  The following steps work on the three occasions I've seen the frozen screen issue.  Do not use these steps with RT or non-pro models:

    Step 1:

    Press and hold the power button on your Surface for 30 seconds and then release it.

    Step 2:

    Press and hold the volume-up button and the power button at the same time for at least 15 seconds, and then release both.

    The screen may flash the Surface logo but continue holding the buttons down for at least 15 seconds.

    Step 3:

    After you release the buttons, wait 10 seconds.

    Press and release the power button to turn your Surface back on.

    On only one other occasion did I have to resort to the boot usb (which I got from support in the Microsoft store.)  If there is a store near you, take a usb and ask them to give you a copy of their boot usb and instructions to use it.  It really is handy when your Surface boots but goes to an error screen.

    General comment:

    I've been using Surface since they first came out.  Any laptop/pc/tablet may exhibit problems from time to time.  It has more to do with the components (built in different countries) or an update vs. how long you've owned it.  I've had HP PCs fail after a week because of a component came from a defective lot. 

    Surface is an excellent product and I doubt I'll ever use anything else.  It has proven to be an asset for productivity in an enterprise environment.  After 30 years in technology I know to expect the occasional defect or update snafu and you work to correct it. This happens to Apple, HP and Dell and Sony.  I've seen it happen less with Asus or Lenovo but it does happen.  Invest in the extended warranty if the model you purchase warrants the additional expense.

    Hope this helps.

    10+ people found this answer helpful.
    0 comments
Answer accepted by question author
  1. Anonymous
    2014-12-21T01:24:19+00:00

    Hello graygray43,

    I'm sure it must be frustrating that your Surface won't boot up. I'll help you.

    You mention not being able to turn off your Surface Pro 3 with the power button. I'm curious whether you have held down the power button for 15 seconds to force a shutdown. That should work unless the power button is damaged somehow. Beyond that, we'd like you to look at this guide and try the steps listed for Surface is stuck on startup or turn-off. If that does not work, please contact our Assisted Support team here.

    Please let us know how this works out.

    Best Wishes,

    Zack_T

    10+ people found this answer helpful.
    0 comments

3 additional answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2016-02-24T01:20:39+00:00

    I have the Surface screen and nothing is happening. This thing is only a year or so old. I have never had a laptop have issues that soon. And to read that it happens so often means I will never buy a Microsoft tablet again. It worked yesterday and today, the day before I leave on vacation, I have no laptop to run my business. Off to buy something that works. The whole 30 second thing did nothing by the way.

    0 comments
  2. Anonymous
    2014-12-22T13:16:55+00:00

    I'm also seeing this problem. It feels like the problem came from Windows Updates

    0 comments
  3. Anonymous
    2014-12-21T03:10:21+00:00

    Hi Zack_T, 

    I had previously tried holding down the power button for 30 seconds, but with no result (the computer still stayed at the Welcome screen partially signed-in), However, I left the device sit until the battery went flat, and then plugged the power cable back in, waited for an hour or so until a charge developed and powered back up: The sign-in then worked as advertised so I left any further fiddling alone. Should the problem recur, I will again try your suggested fix and hope that the power button hold-down works. 

    This problem only seemed to develop after a recent download of an update of firmware, so it may be fixed by now.

    Thanks for your help, graygray43

    0 comments