Surface Laptop 3 won't boot after reset, recovery does not work

Question

After trying to reset windows 10 on my surface laptop 3, it is now in a state where it will try to turn on (microsoft logo with spinning dots) but will just turn off and on again without getting past that point.

I followed the instructions for factory reset (FAT32 drive with surface laptop recovery image extracted to it) but when I get to the step that says Troubleshoot > Recover from a drive, that option (Recover from a drive) is simply not there.

Answer 1

Hi KevinSchroeder3,

Thanks for reaching out to Microsoft Community and posting your inquiry.  

It could be that the system for USB only is not set. Please go back to the UEFI settings > Choose Troubleshoot > Advance options > UEFI firmware settings > Restart > Go to Boot configuration as shown below then drag the USB storage to the top to change it's position.   

 

After changing the position of the USB storage to the top making it recognized first, proceed with the steps below:

This process will wipe everything out on your device and install a fresh operating system. Please make sure that you have back up your files and data either in an External Hard drive or use your OneDrive app. You’ll need a USB 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). You'll need a PC running Windows 10 or Surface Device to download the system files/recovery image on the Microsoft Website.

Note: USB/Flash drives are the only required device for you to perform the follow steps below successfully.

• 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 power button for 20 secs. 
4. Choose your language options and keyboard layout. 
5. Select Troubleshoot. 
6. 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. 
7. Select “Recovery”. 

Please keep us updated about the issue by replying on this thread.

Kind regards,

John Neil_J

Answer 2

Hi John, 

As stated in the original post, it is step 6 of the USB recovery that I am having an issue with. This "Recover from a Drive" option is not available within the Troubleshoot menu. I downloaded the recovery image for my surface from the link you provided, and have configured the bios to boot the USB over Windows.

Answer 3

Hi KevinSchroeder3,

Thank you for your response. Kindly check the first recommended step:

Please go back to the UEFI settings > Choose Troubleshoot > Advance options > UEFI firmware settings > Restart > Go to Boot configuration as shown below then drag the USB storage to the top to change it's position.

Hope it helps.

Kind regards,

John Neil_J

Answer 4

Hi John,

I did perform this step, but this did not change the results.

Answer 5

Any resolution for this issue yet?? I got the same issue now.

Thanks..