Surface pro UEFI loop and black screen with small white Microsoft logo in the middle

Question

Hi. My surface pro started to loop to the UEFI menu with no way to enter Windows. My UEFI screen does have that icon in the top right corner as mention the reply for Question title “Surface pro UEFI loop”. My Surface Pro has started to loop to the UEFI menu for the past 3 days.

I have a chat with the Microsoft support on Saturday night (***) and she advised me to reinstall the WIndow 10 by USB recovery drive. However, when I chat again with the Microsoft support today, he advised me to wait until today (Monday) to chat with the advisor from the Surface Pro themselves.

So please advise me how to get my Surface pro run again. I bought the Surface Pro in April 2018 and it is still under warranty. Should I return the SP to the place that I bought? Can I still save my personal file in the SP? If it is possible, how do I do that? 

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Answer 1

Hi Bib2013,

Sorry to hear this. The boot drive error icon, where you saw an X on the hard drive, means that Surface is unable to detect a boot drive. 

We suggest checking if both the Internal Storage and Windows Boot Manager are activated. This can be done by going to the Boot configuration tab in UEFI. If these options are not activated, kindly activate it by following these steps below:

1. Go to UEFI.
2. Go to B oot configuration.
3. Enable Internal Storage and Windows Boot Managerusing the checkbox.
4. Go to Exit tab.
5. Select Restart now.

If the issue is still the same, we recommend resetting your device by using a downloadable recovery image. Kindly ensure that your Surface has been configured to boot from a USB device and follow the instructions on how to start Surface from a USB drive. 

If you continue to have this issue even after performing the above steps, please reply to this thread. The system will notify us so, we can get back to you and provide you more answers.

Many thanks.

Answer 2

Hi Dennis,

The Windows Boot Manager and the Internal Storage are already activated with the current SP condition. The box for both devices are already checked.

I will proceed with download recovery image and boot from a USB device.

Answer 3

Thank you for getting back to us. Yes, kindly proceed to download the recovery image. Once downloaded, you can now try to boot your Surface from a USB device.

Please update us with the result. Similarly, if you will encounter any issues, or if you have any further concerns, please get back to us and we’re always here to help.

Many thanks.

Answer 4

My SP is still the same. No changes.

Answer 5

Thank you for giving us an update. If the issue persists, we suggest that you use **the Microsoft Surface Data Eraser**on your device. It is a tool that boots from a USB stick and allows you to perform a secure wipe of all data from a compatible Surface device.

Kindly refer to the article for more information and step-by-step guide on how to run the tool. You can also click this link to download the Microsoft Surface Data Eraser.

If it gives you an error message while using the tool, then this issue is a hardware driven and the device needs to be replaced. In that case, we recommend that you contact our **Global support**for further assistance. If there's a Microsoft Store near you, you can ask one of our personnel to have your device checked.

We appreciate your patience.

Should you have any further clarifications, please let us know and we’re always here to help.

Many thanks.