Surface App cannot properly start

Question

After the latest update of the Surface App submitted to Windows Store in March 2023.

The app can no longer start up properly. It just stays at the loading screen, displaying forever.

Have tried:

• reinstall app
• repair app
• uninstall app
• install app again
• restart PC
• reinstall Windows, and the surface app works, until it is updating by Windows Store and the app cannot start again.

Please help ASAP, as I cannot set the Smart Charging to charge to 100%, it is only possible to do in the App. I need 100% battery when working mobile.

Answer 1

Hi KristianReesen,

Thank you for reaching Microsoft Community. We're sorry for the inconvenience this has caused you.

May I know what build version of Windows are you on?

Please also try to run the troubleshooting steps below and see if problem persist.

Force the device to shut down and restart

Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

Run Surface Diagnostic Toolkit and make sure Windows is up to date.

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

Run Windows Store App troubleshooter.

Open Settings > System > Troubleshoot > Other troubleshooter > Click Run button next to Windows Store Apps.

Reset Microsoft Store.

Click the Search box and type in " wsreset " when the command shows on the list, right click and run it as administrator.

Perform a clean boot.

See How to perform a clean boot in Windows - Microsoft Support.

I hope this works. Let me know how it goes.

Kind regards,

Lavenia

Answer 2

I have read and understand what the issue is all about. I am aware that you have tried all the possible troubleshooting steps, and I totally appreciate the time you have spent trying to resolve the issue. For me to be able to further identify the problem, I simply need additional clarity from you.

What do you mean when you say, "reinstall Windows from a cloud image"? Do you mean "you've reset your device using cloud download " or "using a USB recovery image"?

Answer 3

Hi KristianReesen,

Thank you for reaching Microsoft Community. We're sorry for the inconvenience this has caused you.

May I know what build version of Windows are you on?

Please also try to run the troubleshooting steps below and see if problem persist.

Force the device to shut down and restart

Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

Run Surface Diagnostic Toolkit and make sure Windows is up to date.

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

Run Windows Store App troubleshooter.

Open Settings > System > Troubleshoot > Other troubleshooter > Click Run button next to Windows Store Apps.

Reset Microsoft Store.

Click the Search box and type in " wsreset " when the command shows on the list, right click and run it as administrator.

Perform a clean boot.

See How to perform a clean boot in Windows - Microsoft Support.

I hope this works. Let me know how it goes.

Kind regards,

Lavenia

Windows Version:

Surface Diagnostic Toolkit says Windows is up to date.

Windows Store App troubleshooter - tried out, no problems found, Surface App does still not start properly.

WSreset command has been run - Surface App does still not start properly.

Clean Boot done - Surface App does still not start properly.

I already restarted computer multiple times, and I also reinstalled Windows using Cloud Image.

BTW. did you read my post? I strongly stress that you read my text and take note of it, or else communication is not possible. Please confirm that you are reading all my words in the post?

Answer 4

I have read and understand what the issue is all about. I am aware that you have tried all the possible troubleshooting steps, and I totally appreciate the time you have spent trying to resolve the issue. For me to be able to further identify the problem, I simply need additional clarity from you.

What do you mean when you say, "reinstall Windows from a cloud image"? Do you mean "you've reset your device using cloud download " or "using a USB recovery image"?

I have done both

• you've reset your device using cloud download
• using a USB recovery image downloaded from Microsoft Site

Answer 5

Hi Kristian,

You should also try to repair and\or reset the app as well as check the Microsoft Store for updates. Here is how ->

• Repair apps and programs in Windows - Microsoft Support
• Get updates for apps and games in Microsoft Store - Microsoft Support

Hope this helps,

Greg