Surface laptop 3

Question

Hi, 

my Surface laptop 3 model 1867 doesen't start. When i press the power button I see for a few seconds the surface symbol and then it turns off.

I would like to reset it to factory default but when i try to do this it doesen't find the usb key. 

I created the recovery key following these instructions https://support.microsoft.com/en-us/help/4023512/surface-creating-and-using-a-usb-recovery-drive.

Do you know if there are other instructions to perform this operation?

Thank you all

William

Answer 1

I have exactly the same issue. My 2 month old Surface Laptop 3 is plugged in with power light on at the connector and has been for a day. When I press the power button it simply will not turn on and stay on. The logo flicks on for 2 seconds and then nothing. Ive tried several times over past week, no change.

I have tried holding the power button down for up to about 10 seconds and tried holding the power and volume down button down for 30 seconds.  Nothing.

How do I get it to turn on?

Answer 2

I tried again following these steps but nothing happened.

Could it be a keyboard issue? is there some procedure to check it?

I also tried with an external keyboard connected via usb but the problem persists

Answer 3

Hi, Willic.!

We're sorry for the delayed response. It is unusual that the Choose an option screen(blue page) will not show up after doing the steps. Maybe it could be the timing? I'm not too sure. Kindly try the following again to see if that blue screen will show up so you can proceed.

1.) Shut down your Surface Laptop 3 and wait at least 10 seconds.

2.) Plug in your charger to the device.

3.) Insert the USB Recovery Image.

4.) Press and hold the volume-downbutton then press and release the powerbutton.

5.) When the Microsoft or Surface logo appears, please releasethe volume-down button 

Is there any result with this? 

Regards,

Janette_Z

Answer 4

Thank you for your quick response.

I used a 16 gb usb key formatted in fat32 mode.

I followed the steps but I’m stuck on step three.

When I release the volume down button nothing happens, the surface symbol just disappears and the Surface turns off again.

Answer 5

Hi, Willic.!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn you encounter issues resetting your device via Surface USB Recovery. Thanks for taking the time to let us know about this and allowing us to help you out.

May we know if your USB drive is at least 16 GB? We highly suggest using either 16 GB or 32 GB USB Flash drives.

All USB recovery drives must be formatted to FAT32 prior to loading a recovery image.

Once you've completed the format and loaded the Surface Recovery Image file, please do the following:

1. Make sure your Surface is turned off and plugged in, and then insert the USB recovery drive into the USB port.
2. Press and hold the volume-down button while you press and release the power button.
3. When the Microsoft or Surface logo appears, release the volume-down button.
4. When prompted, select the language and keyboard layout you want.
5. Select Troubleshoot , and then select Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.

Be sure to select the Troubleshoot option on this screen. Don’t select the Use a device option. If you select the Use a device option, your Surface will reboot from the USB recovery drive again and the reset process will start over. 6. Choose either Just remove my files or Fully clean the drive.

The option to clean the drive is more secure but takes much longer. For example, if you’re recycling your Surface, you should clean the drive. If you’re keeping your Surface, you just need to remove your files. 7. Select Recover.

Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.

If this answers your question, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed.  

Kind regards, 

Janette_Z