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Microsoft Surface Diagnostic Toolkit has stopped working

Anonymous
2019-02-20T13:59:04+00:00

Hi Microsoft community,

I wanted to run Microsoft Surface Diagnostic Toolkit that I downloaded from here (https://aka.ms/surfacerepair) but it crashed.

I have tried full factory reset (clean everything) and updated Windows but the problem remained.

The windows version on my Surface Pro 4 is 10 Pro 64-bit Build 10586.

What can I do? Any help appreciated!

Surface | Surface Pro | Install and update

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Answer accepted by question author

Barb Bowman 80,785 Reputation points MVP Volunteer Moderator
2019-02-20T15:37:24+00:00

The first thing to do is wipe and reimage. You don't know what software problems

a used device purchased online might have and this will get you to a good, known

state. You will have to register or enter the serial number. Choose the newest

recovery image available after you go to

https://support.microsoft.com/en-us/surfacerecoveryimage

(with a different Windows computer if yours is not working properly)

and download a recovery image for your Surface. You will need a 16GB USB stick

formatted FAT32 (use a Windows computer). Use FULL format and not quick format.

Give the volume a name like surfboot.

Unzip/extract the recovery zip to the formatted USB stick and then-

To reset your Surface from a USB recovery drive:

Step 1:    Make sure your Surface is turned off and plugged in (hold down the power

button for 30 seconds).

Step 2:     Insert the USB recovery drive into the USB port on your Surface.

Step 3:    Press and hold the volume-down button while you press and release the

power button on your Surface.

Step 4:     When the Surface logo appears, release the volume button.

Step 5:    When prompted, select the language and keyboard layout you want.

Step 6:     Select Troubleshoot > Reset your PC.

If prompted for a recovery key, select Skip this drive at the bottom of the

screen.

Step 7:     Select the target operating system you wish to reset. This

refers to the current operating system installed on your Surface.

Step 8:    Select Yes, repartition the drives, and on the next page, select Next.

Step 9:     Choose Fully Clean.

Step 10:    Select Reset.

Surface restarts and the Surface logo displays while the reset process continues

(this can take a while).

You could then go to https://www.microsoft.com/en-us/software-download/windows10

and select Update Now to get to the latest version of Windows. After that, go to

Settings, Windows Update, and check and install updates until no more are

available.

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13 additional answers

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  1. Anonymous
    2019-02-20T22:50:13+00:00

    Okay so I was able to update Windows to v1803 latest build and ran the Surface Toolkit. It did the repair and restarted. However every time I tried to run it again (more than 5 times), it asked to restart the Surface. How can I fix this?

    I also remember the last time I ran the Diagnostic toolkit for a Surface Pro 3, it went through all kinds of tests i.e. screen, touch, keyboard, battery, etc. Is it still possible?

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  2. Anonymous
    2019-02-20T15:23:38+00:00

    What was the issue you needed the SDT to fix?

    The current versions of the SDT probably don't work with older build 10586.

    Thank you! I bought it used online so I want to check if there is anything wrong with it. What other options do I have? How can I update Win 10 Pro to a newer version?

    Was this answer helpful?

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  3. Anonymous
    2019-02-20T16:03:25+00:00

    The first thing to do is wipe and reimage. You don't know what software problems

    a used device purchased online might have and this will get you to a good, known

    state. You will have to register or enter the serial number. Choose the newest

    recovery image available after you go to

    https://support.microsoft.com/en-us/surfacerecoveryimage

    (with a different Windows computer if yours is not working properly)

    and download a recovery image for your Surface. You will need a 16GB USB stick

    formatted FAT32 (use a Windows computer). Use FULL format and not quick format.

    Give the volume a name like surfboot.

    Unzip/extract the recovery zip to the formatted USB stick and then-

    To reset your Surface from a USB recovery drive:

    Step 1:    Make sure your Surface is turned off and plugged in (hold down the power

    button for 30 seconds).

    Step 2:     Insert the USB recovery drive into the USB port on your Surface.

    Step 3:    Press and hold the volume-down button while you press and release the

    power button on your Surface.

    Step 4:     When the Surface logo appears, release the volume button.

    Step 5:    When prompted, select the language and keyboard layout you want.

    Step 6:     Select Troubleshoot > Reset your PC.

    If prompted for a recovery key, select Skip this drive at the bottom of the

    screen.

    Step 7:     Select the target operating system you wish to reset. This

    refers to the current operating system installed on your Surface.

    Step 8:    Select Yes, repartition the drives, and on the next page, select Next.

    Step 9:     Choose Fully Clean.

    Step 10:    Select Reset.

    Surface restarts and the Surface logo displays while the reset process continues

    (this can take a while).

    You could then go to https://www.microsoft.com/en-us/software-download/windows10

    and select Update Now to get to the latest version of Windows. After that, go to

    Settings, Windows Update, and check and install updates until no more are

    available.

    Thank you! I'm doing it now

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    4 people found this answer helpful.
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  4. Barb Bowman 80,785 Reputation points MVP Volunteer Moderator
    2019-02-20T14:27:50+00:00

    What was the issue you needed the SDT to fix?

    The current versions of the SDT probably don't work with older build 10586.

    Was this answer helpful?

    4 people found this answer helpful.
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