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Pro 3 stuck in Blue Screen

Anonymous
2020-07-02T23:16:32+00:00

My surface Pro 3 has stopped functioning.  When powered up I get to a Blue Screen "Choose an option".  There are three options - use a device, troubleshoot or turn off.  I've followed all three none get me back to a usable screen.  I don't have a device.  Troubleshooting - after I insert the recovery key goes no where.  Restarting doesn't work.  Any help out there?

Surface | Surface Pro | Install and update

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  1. Anonymous
    2020-07-03T03:40:09+00:00

    Hi WilliamKerr6,

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

    Since the Surface Pro 3 came with Windows 8 before it was updated to Windows 10, there's a different instruction on how you can reimage the device. Instead of selecting troubleshoot, you'll have to select Reset This PC and follow the on-screen instruction from there. It may ask you to choose what Windows OS would you like to install and whatever you'll choose any of the operating system presented, the device will still be reimaged back to its native drivers and of its default operating system when you first had it.

    You can take a picture of what's showing when you're reimaging the device so I can further assist you or you can look for a Youtube video available only to reimage a Surface Pro 3 for you to be guided.

    - HOW TO DOWNLOAD, CREATE AND USE A USB RECOVERY DRIVE -

    You'll need a PC running Windows 7 or later or a Surface Device and a USB flashdrive (16GB or 32 GB).

    1. Visit the page to Download the recovery image for your Surface
    2. Sign in with your Microsoft Account
    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 your Surface 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.

    Format USB Drive:

    • Note: Formatting 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. Insert your USB drive into the USB port of your PC.
    2. From the desktop, open File Explorer
    3. Tap and hold or right-click on the USB drive and choose Format
    4. 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
    5. Tap or click OK to erase the contents of the USB drive
    6. Tap or click OK when the format is complete

    Create a recovery drive:

    1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
    2. Select the USB drive you formatted earlier for the location and click Extract.

    Use a USB recovery drive to reset your Surface:

    1. Shutdown the Surface
    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. Surface will start the recovery software on the USB recovery drive
    7. When prompted, choose your language options and keyboard layout
    8. Select Reset This PC. Then follow the on-screen instruction to reimage the device.
    9. If prompted, select Repartition the drives
    10. If prompted for BitLocker Key, tap Skip this Drive and continue with the reimaging process.

    In the event that the issue still exists after resetting the device, then this confirms that your Surface is already facing a hardware issue and the best recommendation I can suggest is to purchase a new device since there's no more replacement available for Surface Pro 3.

    If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if you need further assistance.

    Kind Regards,

    Crest_Z

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