Surface Go 3 stuck after windows update - failing on DMA verification

Question

Hi Support,

On my Surface Go 3, windows updates were automatically installed.

When I switch on, the following occurs :

- start

1. Boots to black screen with white windows icon
2. A message at the bottom appears with 'Preparing BitLocker recovery'
3. Goes to blue screen with a message ':( Your device ran into a problem and needs to restart. We'll restart for you'

The stop code is 'Driver Verfier DMA Violaition'.

4. Go back to 1.

- end

The device loops through steps 1 to 4 above.

I was able to access the 'UEFI' menu by hard reset on the power button, followed by power on and volume up - however I cannot see any option to reinstalll.

Does my device require a fresh install? I am happy to go ahead with this as my device is relatively new without any important files or documents.

I've seen a few posts [1, 2] describing similiar issues; where a reinstall is performed with an external memory stick. I do not have a surface docking station - how would I connect a usb-a stick with a windows fresh install?

[1] https://answers.microsoft.com/en-us/surface/forum/all/reset-surface-pro-without-bitlocker-recovery/ad058ee8-74d7-4dc7-a746-222bad398d7d
[2] https://answers.microsoft.com/en-us/surface/forum/all/error-message-driver-verifier-dma-violation-on/55a829cf-86de-4e5c-947c-2ef12680c92d

Kind regards,

Clyde

Answer 1

Hello Clyde,

Thank you for posting in Microsoft Community.

I understand that you're experiencing issues with your Surface Go 3 after a Windows update. Based on the error message you provided, it seems that there may be an issue with a driver on your device.

Before performing a fresh install, I would recommend trying to boot your device into Safe Mode. To do this, please follow these steps:

1. Press and hold the power button on your Surface until it shuts down completely.
2. Press and hold the volume-up button and the power button at the same time until the Surface logo appears.
3. Release the buttons and wait for the device to boot into Safe Mode.

Once you’re in Safe Mode, you can try to uninstall the problematic driver in device manager that is showing a yellow bang. Here’s how you can do it:

1. Press the Windows key + X and select “Device Manager”.
2. Expand the categories and check the problematic driver that is causing the issue.
3. Right-click on the device and select “Uninstall device”.
4. Check the box that says, “Delete the driver software for this device” and click “Uninstall”.
5. Restart your Surface Go 3 and see if the issue is resolved.

If this doesn't resolve the issue, then a fresh install using a USB recovery drive may be necessary. You can use a USB-C thumb drive or a USB-C to USB-A adapter. To reset the Surface device using a USB Recovery Drive. you need to use a 16GB/32GB of flash drive and must be formatted into FAT32 prior downloading the Recovery image. Don't use anything larger than a 32GB USB.

To download the Recovery Image: You'll another working device running on Windows.

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
4. 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.
5. Download the recovery image using the button on the page
6. 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.

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.

 Format USB 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.

I hope this helps.

Kind regards,

Lavenia

Answer 2

Hi Lavenia,

Thanks for the prompt and detailed reply.

I will try out your recommendations today and revert.

Kind regards

Answer 3

You're welcome, Clyde.

I'll wait for your update on this thread.

Answer 4

Hello Clyde,

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,

Lavenia