Surface Go flashing four square logo

My Surface Go keeps flashing the four square Windows logo but won't boot.

More importantly, neither of the two suggested methods for force powering off the device work so I can't even attempt to reset the device via USB.

Is there another way to turn the damn thing off or do I have to wait days until the battery is dead and try then?

Thanks!

I just got a new Surface Pro 6 3 weeks ago. I have not used anything fancy on it yet. I all I do is use chrome/one drive for some backup. 

I noticed I am having 2 issues with my battery - 

• Battery drain overnight while shutdown - Fully charged the device to 100% and shut it down. When i started in the morning battery left was only 75%
• Also, charge holds maximum for 4-4.5 hrs albeit the promised 9 hrs.                                                                                                                                                                                                                                                                                                                     I have already installed the firmware and followed all steps on Microsoft support. 

Is this normal? or is my device defective?

Hi Towsley,

Thanks for reaching Microsoft Surface Community. I’m sorry to hear about your concern with regards on your Surface Go. We do have some suggestions and follow up questions just to have this isolated and lead us to the right resolution.

Probably this is more on a hardware or a Software issue. We greatly appreciate and salute you in trying those steps. You may consider trying this suggestions below and check if it’s working on every steps that you perform.

Suggestion 1:

Try doing a Force Shutdown on your Surface GO.

(Press and hold the Power button for 20 seconds and then release.)

The Surface may boot to UEFI. This is normal. Just press Exit in UEFI.

Restarting the device puts the device, drivers, and operating system in a known good state. If the issue is resolved after a restart, we know it’s a driver or software issue. It resets the hardware and clears all the cache and memory for your hardware.

Suggestion 2:

Try doing Recovery Imageon it. Check on the link on how to manually do it, so that you will be routed to the Choose an option screen. You may proceed on Suggestion # 3 first and have Suggestion #2 as your last step.

·         This option reimages the entire device, including the partition on the hard drive. 

·         It is the most complete form of reset. 

·         You will need to back up their personal data. 

·         You will need to reinstall desktop apps. Customers will need to run updates after completion.

If the issue occurs after a reset, then the root cause is very likely hardware related.

Suggestion 3:

RESET (keep my files) on your device is advisable. 

·         This option uses the devices Hard Drive Partition to reimage the device. 

·         This option can delete personal data (the customer can choose Keep my files or Remove everything).

·         It will need to reinstall desktop apps. 

·         It will need to run updates upon completion.

·         If there is an issue with the partition, the issue may still occur after the reset.

If all this steps didn’t work and still having the same issue. You can take advantage on the warranty of your Surface device and proceed to online exchange. 

https://support.microsoft.com/devices

Other ways, you can visit the nearest Microsoft Store in your area to have this check or do a real time exchange as long as they do have the same model as yours. You can call them first and check if they have.

https://www.microsoft.com/en-us/store/locations/find-a-store

You can also contact our Microsoft Support at 1-800-642-7676 or Chat with us at http://www.microsoft.com/surface/en-us/support

If you are not in US, you can refer to Microsoft Support in your area on this link :

https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers

Please let us know if this helps. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us by posting or replying.

Regards,

Edd

Hi 

Thanks for your response on this. You can proceed on the option below:

If you are not in US, you can refer to Microsoft Support hotline in your area on this link :

https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers

You can take advantage on the warranty of your Surface device and proceed to online exchange. 

https://support.microsoft.com/devices

Chat with us at http://www.microsoft.com/surface/en-us/support

Please let us know if this helps. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us by posting or replying.

Regards,

Edd

Thank you for your prompt reply.

Unfortunately all your suggestions appear to be ones I had already found for myself and which I can't implement because, as I wrote 

"neither of the two suggested methods for force powering off the device work so I can't even attempt to reset the device via USB"

The device flashes the logo every 5 seconds and does not respond to power off commands via the power and / or volume up buttons. This is why I posted here, hoping there might at least be a way to turn the thing off.

As to visiting a local Microsoft store, I live in Paris, France and I don't believe there are any.