How to Fix surface pro 9 blue screen

Question

My screen is blue it's say bad system configuration and you please assist me in fixing this

Answer 1

Hi Blessed Naomi.,

Thank you for reaching Microsoft Community. I understand that you're experiencing a blue screen error on your Surface Pro 9. This can be a frustrating issue, but I'm here to help you resolve it.

I would like to ask for a few details for us to further understand and isolate the issue:

• Are you still able to navigate your Surface or its just stuck on the bluescreen or the device would just immediately show the bluescreen error when you turn it on?
• Were there any changes made on the device before this occurred?
• Which Surface Pro 9 configuration do you have? Intel or 5G?

Firstly, let's try to understand the possible cause of the issue. The "bad system configuration" error message usually indicates that there is a problem with the system files or settings on your device. This can be caused by a recent software update, a driver conflict, or a hardware issue.

To fix this issue, if you can still navigate the device, you can try the following steps below:

Step 1: Perform a force shutdown as this would clear the hardware cache of the device.

• Disconnect all extra peripherals including SD cards, flash drives, typecover and etc.
• Press and hold the power button for 20 seconds.

Step 2: Check for updates: Make sure all available updates are installed including Optional updates.

• Go to Windows Settings > Windows Updates
• Select Check for updates

Step 3: Run the Surface Diagnostic Toolkit:

• Run the Surface Diagnostic Toolkit to run some system checks and repairs.
• See: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support

If in case where you are no longer able to navigate the device due to the error, please try doing a Startup Repair through the Windows Recovery Environment (WinRe) first by following these steps:

1: Boot first the device to WinRe by doing these below or by following the steps provided on the page under "From a black or blank screen" section: Start your PC in safe mode in Windows - Microsoft Support

On the log in screen, press and hold the Shift key

Tap the Power icon on the screen then select Restart

Release the Shift key once you see the Choose an option screen

2: On the Choose an option screen, select Troubleshoot.

3: Select Startup Repair then follow the on-screen prompts. 

If in case issue persists, try booting the device to Safe mode following the steps provided on the page (Start your PC in safe mode in Windows - Microsoft Support). Once you are in Safe mode, disable all the Startup Programs in Task Manager > Startup Programs then run the Surface Diagnostic Toolkit.

If in any case that the steps provided above does not resolve the issue, I recommend that we proceed with a clean installation of Windows on the device through USB Recovery using the Surface Recovery Image. This option will reimage the entire device and reload Windows including the drivers and firmware. It is the most complete form of Reset and it will wipe out everything on the device. You will need also a 16GB/32GB of flash drive that must be formatted into FAT32 prior to downloading the Recovery Image. See the steps below for guidance.

How to Download, Create and Use a USB recovery drive

To download the Recovery Image:

• You'll need another working device running on Windows.

1. Go 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 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.

 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 Troubleshoot
9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
10. If prompted, select Repartition the drives
11. If prompted for BitLocker Key, tap Skip this Drive

Hope this helps and let me know how it goes.

Kind regards,
Marrion

Answer 2

Thank you!

• Are you still able to navigate your Surface or its just stuck on the bluescreen or the device would just immediately show the bluescreen error when you turn it on? I can only be on the blue screen that give me different options to repair the system or Advance options but non of these options work.
• Were there any changes made on the device before this occurred? No
• Which Surface Pro 9 configuration do you have? Intel or 5G? 5G

The steps below was tried they did not work! It reverts back to "BAD_SYSTEM_CONFIG INFO"

Answer 3

Hi Blessed Naomi.,

Thank you for the response and sorry to hear that still the issue persists even after the steps suggested on our first response. Can you please provide us with a screenshot or photo of the bluescreen error that you are getting?

Also, since when did this issue started to occur?

Kind regards,
Marrion

Answer 4

Hi Blessed Naomi.,

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com)

Thank you for understanding. 

Kind regards,
Marrion