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Surface Laptop 3 will not start, battery is charged, logo flashes. Not able to reset by volume up / power on buttons

Anonymous
2021-01-12T16:05:55+00:00

Surface laptop 3 will not power on. Surface logo flashes briefly when power key pressed, if you hold the power on button for a length of time it will continue to flash occasionally.  Tried pressing Volume up key and power button for lengths of time - no change from above statement.  I have held these keys for well over a minute in different combinations and sequences. 

All of the posts that I am seeing speak of starting the unit and downloading its programs, data and whatever. In this case, it will not start at all, but it does flash the logo randomly while holding the power button. 

 Laptop is ~1.4 year old. Had been working fine but then one night it needed that volume up / power button reset to get restarted. Worked fine for another month and now suddenly this, where it won't do anything but flash the Windows logo.  Unit is under warranty but of course MS shut down the local store this year. Appreciate any guidance.

Surface | Surface Laptop | Power and battery

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  1. Anonymous
    2021-01-12T20:55:43+00:00

    Hi TSA3,

    Thanks for reaching out to Microsoft Community and posting your inquiry.   

    The issue could be caused by Windows corrupted system files, which makes the device unable to boot up correctly. We suggest performing the USB recovery image. 

    This process will wipe everything out on your device and install a fresh operating system. Please make sure that you have back up your files and data either in an External Hard drive or use your OneDrive app. You’ll need a USB (USB stick) with at least 16GB/32 GB and format it clean (make sure that you have chosen FAT32 as the file system while formatting the USB). You'll need a PC running Windows 10 or Surface Device to download the system files/recovery image on the Microsoft Website.

    Note: USB/Flash drives are the only required device for you to perform the follow steps below successfully.

    • Download the System Files or Recovery Image:

    1. Go to the Download a recovery image for your Surface.
    2. If you’re signed in with your Microsoft account, you will be prompt to choose the device from the list of devices on your Microsoft Account. If you’re not signed in, choose a product on the drop-down menu and provide the Serial Number of the device. 
    3. Once the download is finished, go to the file, right-click and choose Extract all then choose the USB/Flash drive.

    • Perform the USB recovery:

    1. Shutdown the device by pressing/holding the power button for 10 seconds until it’s off. 
    2. Insert the USB recovery drive into the USB port. 
    3. Press and hold the power button for 20 seconds. 
    4. Choose your language options and keyboard layout. 
    5. Select Troubleshoot. 
    6. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC. If prompted for BitLocker Key, tap Skip this Drive. 
    7. Select “Recovery”.

    Keep us updated about the issue by replying on this thread.

    Kind regards,

    John Neil_J

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