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Surface Pro 4 internal disk drive not found

Anonymous
2020-07-03T16:47:54+00:00

I am working on a Surface Pro 4 that goes to automatic repair when you start it. There are no system restore points, when I try to do a reset it fails. I created recovery drive but it could not find the internal drive. I created a system erase drive and it says "No Disk Present". All this seems to indicate a failure of the internal drive, but if that is true why does it even go to the automatic repair?

Surface | Surface Pro | Install and update

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  1. Anonymous
    2020-07-08T01:43:51+00:00

    Hi Trentlee,

    Thank you for the picture.

    Seems like your Surface device is now having a hardware issue because it can't be reimaged. In this case, what I can suggest is to contact our Microsoft Surface Support if you'd like to get a replacement for that unit. Our Microsoft Surface Support Team can assist you in placing a replacement order and can address your concerns related to the replacement processes.

    Kind Regards,

    Crest_Z

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  2. Anonymous
    2020-07-07T02:07:03+00:00

    Hi Trentlee,

    Sorry for the delayed response.

    Well, that doesn't mean anything and the icon you see is a key combination to force shutdown the Surface device. You may proceed reimaging the Surface device and please let me know if your Surface device is working fine after that.

    Kind Regards,

    Crest_Z

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  3. Anonymous
    2020-07-04T13:26:04+00:00

    The image in the top right corner of the UEFI screen looks like this:  a speaker symbol, Plus sign and power symbol. What does this mean?

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  4. Anonymous
    2020-07-03T20:57:32+00:00

    Hi Trentlee.

    Thank you for raising this concern of yours here in Microsoft Community. We apologize for the inconvenience this has caused you.

    I'd like you to access its UEFI Settings to check if this icon  appears in UEFI. If this appears in UEFI, then this means that the solid state drive of your Surface device is already defective causing it to just loop around in the same screen and even reimaging the device won't be able to fix it. To access its UEFI settings, kindly check this link>>https://support.microsoft.com/en-us/help/4023531/surface-how-to-use-surface-uefi.

    If in case that icon doesn't appear in UEFI, you can follow the troubleshooting steps below to reimage the Surface device.

    - HOW TO DOWNLOAD, CREATE AND USE A USB RECOVERY DRIVE -

    You'll need a PC running Windows 7 or later or a Surface Device and a USB flashdrive (16GB or 32 GB).

    1. Visit the page to Download the recovery image for your Surface
    2. Sign in with your Microsoft Account
    3. From the list of Surface devices available, select the device that you need a recovery image for

    Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for your Surface device. 4. Download the recovery image using the button on the page 5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

    Format USB Drive:

    • Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface

    USB recovery drive.

    1. Insert your USB drive into the USB port of your PC.
    2. From the desktop, open File Explorer
    3. Tap and hold or right-click on the USB drive and choose Format
    4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
    5. Tap or click OK to erase the contents of the USB drive
    6. Tap or click OK when the format is complete

    Create a recovery drive:

    1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
    2. Select the USB drive you formatted earlier for the location and click Extract.

    Use a USB recovery drive to reset your Surface:

    1. Shutdown the Surface
    2. Insert the USB recovery drive into the USB port
    3. Press and hold the volume-down (-) rocker
    4. Press and release the power button
    5. When the Surface logo appears, release the volume-down (-) rocker
    6. Surface will start the recovery software on the USB recovery drive
    7. When prompted, choose your language options and keyboard layout
    8. Select Troubleshoot
    9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
    10. If prompted, select Repartition the drives
    11. If prompted for BitLocker Key, tap Skip this Drive and continue with the reimaging process.

    In the event that the issue still exists after resetting the device, then this confirms that your Surface is already facing a hardware issue and the best recommendation I can suggest is to contact our MS Surface Support for replacement options.

    If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if you need further assistance.

    Kind Regards,

    Crest_Z

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