Factory reset of new Surface Go 2

Hi Gee Dub,

Thank you for posting in Microsoft Community. I’m sorry to hear that you’re experiencing issues with your Surface Go 2. If the device is not responding, it’s possible that the factory reset process was interrupted or incomplete. Here are some steps you can try to resolve the issue:

1. Press and hold the power button for 30 seconds to force the device to shut down.
2. Wait for a few seconds and then press the power button again to turn on the device.

If still persists, we will be going to reset your Surface device again.

1. Press and hold the Volume Up button on your Surface, then press and release the Power button.
2. Continue holding the Volume Up button until the Surface logo appears, then release it.
3. You should see the "Choose an option" screen. Select "Troubleshoot".
4. Select "Reset this PC".
5. Choose whether you want to keep your files or remove everything, then follow the on-screen instructions to complete the reset.

If the reset within Windows will not work, the next steps is to reset the Surface device using the recovery image. The recovery image is a fresh Windows installation specific on your Surface.

To Download USB Recovery Image - Surface Recovery Image Download - Microsoft Support 

REQUIREMENTS:

To ensure compatibility with your Surface device, it is recommended to use a USB flash drive with a minimum storage capacity of 16 GB to 32 GB and format it to FAT32. If the storage capacity exceeds 32 GB, it is not possible to format it to FAT32 as only XFAT and NTFS options are available. Please note that if a USB flash drive is formatted to XFAT or NTFS, it will not be detected on your Surface device.

NOTE: Creating a recovery drive will erase all existing files that are stored on the SSD drive. Make sure to transfer any important data on your USB flash drive to another storage device before you proceed.

Once the download is complete, create a folder on your desktop and rename it to ‘recovery’. Extract the recovery image to the folder you created on your desktop. After the extraction is complete, select all the files in the folder and copy and paste them directly to your USB flash drive. Do not copy the folder directly to the USB. Once the copying is done, remove the USB and connect it to your Surface.

When you are ready, please click this link Creating and using a USB recovery drive for Surface - Microsoft Support to follow the step on how to use the recovery image.

Please let me know how it goes and hopefully it helps.

Kind regards,

Christopher.

Hello Gee Dub

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com) Thank you for understanding.

 Regards,

Christopher

Hi Christopher, thanks so much for your reply and advice. I will try this and let you know how it goes. Regards