Surface studio will not start up windows

Question

My surface studio has just locked up when re started. BITLOCKER screen comes up. When entering the recovery key the computer diagnoses issues but just says “your PC did not start correctly. Advanced options ion trouble shooting do not resolve the issue. Has anyone else had the same problem ? And is there a fix ? Thanks

Answer 1

Hi DGSGLG, 

Greetings!

Thank you for posting in Microsoft Community.

I'm sorry to hear about the booting issue on your Surface device. In this case, the Windows system may have been corrupted which makes it unable to boot up correctly.

Please perform the USB recovery for your Surface. This process will wipe everything out on your device and install a fresh operating system. If you'd like to try to back up your files, please check this thread: Rescue Files when Windows Won't Start.

You’ll need a USB (USB stick) with at least 16GB/32 GB and format it clean (make sure that you have chosen FAT32 as the file system while formatting the USB).    Note: USB/Flash drives are the only required device for you to perform the follow steps below successfully.After formatting the USB to FAT32 USB, convert the FAT32 USB stick as a bootable device. Go to search > search for create a recovery drive > then follow the on-screen instructions. Please proceed to the steps below after converting your USB to a bootable USB stick:• Download the System Files or Recovery Image:1. Go to the Download a recovery image for your Surface.2. If you’re signed in with your Microsoft account, you will be prompt to choose the device from the list of devices on your Microsoft Account. If you’re not signed in, choose a product on the drop-down menu and provide the Serial Number of the device.3. Once the download is finished, go to the file, right-click and choose Extract all then choose the USB/Flash drive.

• Perform the USB recovery:

1. Shutdown the device by pressing/holding the power button for 10 seconds until it’s off. 
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. Choose your language options and keyboard layout. 
7. Select Troubleshoot. 
8. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC. If prompted for BitLocker Key, tap Skip this Drive. 
9. Select “Recovery”.

For reference, see article: Creating and using a USB recovery drive for Surface.

Answer 2

Hi DGSGLG,  We have noticed that you have not responded to our last message. We would like to know whether the issue you have raised with us is still ongoing? If yes, please let us know so that we can continue our conversation.

Answer 3

Hi DGSGLG,  We have not heard anything from you in the last 72 hours. Please do not hesitate to create a new thread if you have new concerns. We hope that the issue you reported to us has been resolved. We personally understand that finding time to work on this matter can be a little difficult to manage.  Thus, we would like to let you know how much we appreciate your patience and most importantly the time you've dedicated to getting a resolution for this issue of yours.