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SSD doesn't show when reinstalling

Anonymous
2018-09-07T10:08:35+00:00

Hi, 

I'm starting to get desperate!

My Sp4 wasn't working, when eventually being able to login to my profile it would load to a black screen with just the cursor showing. So i looked online and the best method was to completely reset the device. I went through the reset however it was stuck on 15%. I left it, just in case but it stayed like this for at least 6 hours. I thought it was stuck in a loop and so i cancelled the reset. However now, it only loads to the Bios screen, I've tried creating a bootable USB however when trying to install windows but in the windows setup it doesn't show any drives. The option to delete/format/new etc are all grayed out. The only option is refresh (which does nothing) and Load Driver. 

Please help! This is driving me insane! 

Matt

Surface | Surface Pro | Install and update

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  1. Barb Bowman 80,785 Reputation points MVP Volunteer Moderator
    2018-09-08T17:50:05+00:00

    This tells me that you are booting from a 32GB USB stick and that the SSD is not

    seen by the partition manager. This is not good news. You are going to need

    (probably out of warranty exchange which is currently $450 US) to contact

    Microsoft and exchange. If you are in the US, you should go to the closest

    physical retail Microsoft Store

    https://www.microsoft.com/en-us/store/locations/find-a-store - outside the US,

    contact support

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

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  2. Anonymous
    2018-09-08T12:14:54+00:00

    There is no SSD icon showing, in place there is a volume and off button.

    I'm booting from the USB, i load it via the UEFI screen by swiping the method at the start. It then reboots to the selected option.

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  3. Barb Bowman 80,785 Reputation points MVP Volunteer Moderator
    2018-09-08T09:25:25+00:00

    It does not look like you are booting from the USB. Go into the UEFI screen and

    drag USB to the top of the list. Then restart.

    (Please confirm you do not see that SSD icon)

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  4. Anonymous
    2018-09-07T21:50:59+00:00

    Hi Barb,

    Thanks for your reply. I have just tried it and unfortunately the option doesn't appear - See below.

    I have tried each of the options but no joy.

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  5. Barb Bowman 80,785 Reputation points MVP Volunteer Moderator
    2018-09-07T12:00:30+00:00

    If you boot to the UEFI:

    The UEFI settings can be adjusted only during system startup. To load the UEFI firmware settings menu:

    1. Shut down your Surface and wait 10 seconds.
    2. Press and hold the volume-up button on your Surface and at the same time, press and release the power button.
    3. The Microsoft or Surface logo appears on your screen. Continue to hold the volume-up button. Release the button once the UEFI screen appears.

    does it show the SSD not detected icon?

    If it does not show this icon, can you try a downloadable recovery image:

    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 Just remove my files.

    Step 10:        Select Reset.

    Surface restarts and the Surface logo displays while the reset process continues (this can take a while).

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