Microsoft surface pro stuck on black screen with logo

Question

Hi

i have been out of work for weeks beacsue my suface pro isnt loading. This is the first time it has happend . I have looked on the community at steps holding the volume buttons and power button and this still doesnt work. I really need some help thank you.

ps not sure what surface pro this is

Answer 1

Hi XxSH4DOWLEGEND, 

Thank you for reaching Microsoft Community. 

Please try these steps below to troubleshoot the device: 

1: Verify if update is installing

                        Is there a progress bar or spinning dots below the Windows logo? 

                        If yes, we recommend not to interrupt the installation and wait up to 10 minutes. 

                        If none, proceed to the next step. 

2: Remove all external devices

                         Leave the Surface plugged in and confirm that the tip is lit

                         Disconnect all extra peripherals including SD cards, USB thumb drives and etc. 

3: Force Shutdown

                         Press and hold Volume-down and Power button for 15 seconds

If still the issue persist after the steps above and there are spinning dots below the logo, force the device to open advanced repair options by doing a force shutdown then restart again. After two consecutive failed attempts to start Windows, the Recovery menu should appear. Select See advanced options to open the Choose an option screen. On the Choose an option screen, please try these repair options: Startup Repair (Troubleshoot > Advanced options), System Restore(Troubleshoot > Advanced options) and Reset this PC (Troubleshoot). 

If the there are no spinning dots or the issue persist after all the steps given above, I suggest that you proceed in re-installing Windows on the device using a USB 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. You will need also a 16GB/32GB of flash drive that must be formatted into FAT32 prior to downloading the Recovery Image. If you like to try, you can follow the steps provided below:

How to Download, Create and Use a USB recovery drive

To download the Recovery Image:

• You'll need a PC running Windows 7 or later or Surface Device.

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 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.

Answer 2

Hi 

This still doesn’t work I think it might be a battery issue I spoke to a few people and they reccommend to change the battery or hard drive .