Key ID on microsoft account is different than the one shown on my Surface pro 3

Question

My Surface Pro 3 is looping on the "preparing automatic Repair" when I turn it on

I downloaded the surface recovery image from the Microsoft support site, but now when I try to Reset the PC it's asking for a recovery key.

The Key Id shown on that screen on my PC is B45D8F3d, but the key Id on my microsoft account page is 90CF302B

How can I get my correct recovery key so that I can reset my surface pro without loosing my files

***Moved from Windows 10/Windows update, recovery, & backup***

Answer 1

Hi, EbtehalAlkhateeb!

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

When you reset the device by using a Surface Recovery Image via USB Recovery, the following will occur:

          This option reimages the entire device, including the partition on the hard drive.

          It is the most complete form of reset.

          You will need to back up your personal data.

          You will need to reinstall desktop apps. You will need to run updates after completion.

          If the issue occurs after a reset, then the root cause is very likely hardware related.

          You will need to download and set up a recovery image on a USB drive. 

If you don't want to lose your files, we suggest that you back up your files first. If Windows wont start, you can check this page to guide you how to do so: https://answers.microsoft.com/thread/862c143f-9239-4e63-8968-635e8ba9efd6

As for the Key ID you see on the your device when prompted for a BitLocker Recovery Key, may we know if the DESKTOP name you see on the device is the same as the one listed in your Microsoft Account page? If not, the account you're signed in to the website is not where the BitLocker Recovery Key was used upon initial setup on the device.

Can you try checking if you have another Microsoft Account to sign in and see which Desktop name matches to the one you see on your device's screen when prompted?

Let us know how it goes.

Kind regards,

Janette_Z

Answer 2

Thanks for the reply

yes, the device name on my microsoft account is the same as my device (Surface Pro 3)

I dont have another microsoft account, but just to make sure, We checked my husbands microsoft account and it doesnt have my device in it

At this stage, I dont really care about getting windows running back on this surface, I only need a way to get my files (mostly microsoft word documents) back as they are very important and I dont have a backup copy :(