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Surface Pro 4 Glitched Screen then enters into BITLOCKER Recovery

Anonymous
2020-02-01T18:53:10+00:00

My surface pro 4, out of the blue, starteded flickering then went onto the blue revoery screen ..... every option like (continue to windows 10) ended up in the laptop restarting and entering Bitlocker Recovery Mode. no option, even the reset windows and delete files option works. i click it and then it restarts and asks for recovery key again?

I tried to get the recovery key thorugh my windows account but for some reason i cant ??

please can someone help. my life and busniess is saved on that machine ???

Josh

Surface | Surface Pro | Safety and security

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  1. Anonymous
    2020-02-01T21:19:30+00:00

    Hi JoshuaLiam Jones,

    Thank you for reaching out Microsoft Community. We apologize for the inconvenience this has caused you.

    By the way, can you still remember the first email you used when you set up the device? If you do, then you have to get the recovery key by signing-in into www.onedrive.live.com/recoverykey. Just enter the first email being used and check if it has the recovery key in there.  But if incase no recovery key is available, kindly reimage the Surface device to reset the device back to default settings.

    ***Note:***Since this will reset the device back to default Settings, everything will be removed from the device.

    DOWNLOAD AND CREATE USB RECOVERY DRIVE:

    To download the recovery drive, you'll need:

    • A PC running Windows 7 or later.
    • A USB drive with a storage capacity of 8 GB or larger (16 GB or larger for Surface Pro series)

    Important: Creating 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. Visit the page at https://support.microsoft.com/en-us/surfacerecoveryimage
    2. Sign in with your Microsoft Account (this is the email address we asked you for at the start of the call)
    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.

    CREATE A RECOVERY DRIVE:

    A.    Insert your USB drive into the USB port of your PC. 

    B.    From the desktop, open File Explorer

    C.    Tap and hold or right-click on the USB drive and choose Format

    D.    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

    E.    Tap or click OK to erase the contents of the USB drive

    F.    Tap or click OK when the format is complete

    G.    On your PC, open recovery image that you downloaded by double-clicking it

    H.    At the top of the window tap on Extract and then Extract all. Select the USB drive you formatted earlier for the location and click Extract.

    USE A USB RECOVERY DRIVE TO RESET YOUR SURFACE (CANNOT LOAD TO WINDOWS):

    • Make sure your Surface is turned off and plugged in, and then insert the USB recovery drive into the USB port.
    • Press and hold the volume down (-) button while you press and release the power button.
    • When the Microsoft or Surface logo appears, "Release the volume-down button".
    • When prompted, select the language and keyboard layout you want.
    • Select Troubleshoot, and then, select Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen. Note: Be sure to select the Troubleshoot option on this screen. Don’t select the Use a device option. If you select the Use a device option, your Surface will reboot from the USB recovery drive again and the reset process will start over.
    • Choose either Just remove my files or Fully clean the drive. The option to clean the drive is more secure but takes much longer. For example, if you’re recycling your Surface, you should clean the drive. If you’re keeping your Surface, you just need to remove your files.
    • Select Recover. Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.

    If this helps, please let our Community know by marking this post as an answer. Otherwise, don’t hesitate to respond to this thread if you need anything else to be addressed.

    Kind Regards,

    Crest_Z

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