Surface pro not loading up its stuck on the windows logo

Hi

I have tried to follow the process to boot the surface back up but its not letting me do it.

I cannot even get into the BIOS so wont be able to reimage it

As its still under warranty could you check if I could send it to microsoft so that they could do their bit on it as its for a teacher in one of our schools.

Hi Mobeen Haq - Staff - DAT,

Thank you for reaching Microsoft Community. I understand that you're experiencing issues with your Surface Pro 8 not loading up and getting stuck on the Windows logo.

Based on the information you've provided, it seems like your Surface Pro 8 is experiencing a booting issue. This could be caused by a number of factors, such as a corrupted operating system, a hardware malfunction, or a software conflict.

To troubleshoot this issue, I recommend trying the following steps:

Step 1: Disconnect all external devices

Disconnect all external devices, such as USB drives, external hard drives, and printers, from your Surface Pro 8. Then, try to restart your device and see if it boots up properly.

Step 2: Perform a hard reset

Perform a hard reset by holding down the power button for 30 seconds, then release it and wait for 10 seconds. After that, press and hold the power button and the volume up button simultaneously for 15 seconds, then release both buttons and wait for your Surface Pro 8 to restart.

If the issue persists and that the device is stuck on the Windows logo with spinning dots and still issue persists after doing the steps suggested above, please proceed to the steps below:

• Windows Recovery options:

Boot the device first to its Windows Recovery Environment (WinRe) by following these steps below:

1: Make sure the Surface is off

2: Tap the Power key then immediately press and hold the Power key again to force it to shut down while booting up (Do this twice)

3: Tap the Power key then see if it takes you to the Automatic Repair screen.

4: If yes, select See advanced repair options.

On the Choose an option screen, **** select Troubleshoot > Advance options > Startup Repair. If that does not work, you may try the Go back to the previous version, System Restore and Reset this PC options.

• Clean installation:

If still issue persists, I recommend that we proceed with a clean installation of Windows on the device through USB Recovery. This option will reimage the entire device and reload Windows including the drivers and firmware. It is the most complete form of Reset and it will wipe out everything on the device. You will need also a 16GB/32GB of flash drive that must be formatted into FAT32 prior to downloading the Recovery Image. See the steps below for guidance.

How to Download, Create and Use a USB recovery drive

To download the Recovery Image:

• You'll need another working device running on Windows.

1. Go 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 that 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 (-) key
4. Press and release the power button
5. When the Surface logo appears, release the volume-down (-) key
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

If in case none of the steps above work, I'm sorry but the drive of the device has likely failed already. Please see this page for details in getting service for the device: How to get service or repair for Surface - Microsoft Support

You can also reach out to our live support for options available and for further assistance on this. You can reach them through these steps:

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You can also check this forum article for a more detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

Kind regards,

Marrion

Hi Mobeen Haq - Staff - DAT,,

Thank you for the response and sorry to hear that the issue persists. This is likely a hardware issue on the device, and I understand that the device is still under warranty. However, in regard to creating a service order and sending the device for service, this is already outside of our support boundaries here in the Community since we not have the tools needed. You may instead reach out to our live support for further assistance on this. You can also check this article for details in getting service for the device: How to get service or repair for Surface - Microsoft Support

To reach our live support, you may follow these steps:

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You can also check this forum article for a more detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

Kind regards,

Marrion