Surface turns on but shows a red bar and an unlocked lock icon

Question

i have taken the surface pro to a technician and he has stated that the buttons (ie the on/off button and volume buttons) are not responding to assist in the issue as suggested by Microsoft https://support.microsoft.com/en-us/surface/surface-turns-on-but-shows-a-red-bar-and-an-unlocked-lock-icon-5f738e51-2bf9-47ee-ae57-cb2fd8b4db2e?WT.mc_id=365AdminCSH_SurfaceApp His stated that he has seen this before.

because I wish to keep my data and information, he suggested reaching out to Microsoft to arrange to provide the old surface pro, that Microsoft will be able to retrive the internal unit and install it in another surface pro for a fee.

getting someone to talk to you from Microsoft is harder than getting someone from the CIA to call back!!

I am hoping that I can get a call.

I tried the Sydney Flagship and after a 5 minute wait, it hangs up. this happened three to four times.

I have checked the back of the Microsoft and the number is 000299 171 354.

Answer 1

What model Surface do you have? You posted this under Surface Book and Surface Pro. Microsoft will NOT take out the SSD and transfer to a different Surface. Who told you to go to a Microsoft Store?

Answer 2

Hi Barb - thank you so much for responding.

I am now reliably advised that I have a Surface Book 2.

a computer repair outfit suggested that they have had this issue with numerous Surface tablets and they have made the same recommendation here in Australia.

my predominant aim is to be able to transfer as much stuff as i have kept on the old Surface Book 2 into a new Surface. I am happy to buy a new one, as long as this is a possibility.

if this is a possibility, then I am happy to explore the cost of that retrieval and transfer and of course, the purchase of a later model.

the surface book has been great and is quite invaluable to me.

I can chat on email or, phone on +61 413 260 077.

Regards

Nick

Answer 3

Just to verify - are these the instructions that are failing to get to the UEFI?

1. Shut down your Surface and wait about 10 seconds to make sure it's off.
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.

I'm an unpaid volunteer and do not work for Microsoft. If you want background on what a Microsoft MVP is, see https://mvp.microsoft.com/en-us/Overview and for Volunteer Moderators see https://answers.microsoft.com/en-us/page/faq#faqWhosWho1 - I try to assist here in the forum, but cannot help beyond that.

Microsoft does not offer a data retrieval service. You could check professional data retrieval services in your location (they are very expensive) and discuss your needs with them.

Answer 4

Thank you Barb.

this has been tried by three professionals. The reason this does not work is because the volume button is not responding.

this is very common on surface models.

I have tried to contact a Microsoft professional and called in Australia, but, the phones hang up.

It is extraordinary to think that there is no one in the whole country who one can call to assist. extraordinary.

Answer 5

All I can suggest is How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community