Surface PRO 4 - probable SSD failure

Question

Hello,

I bought my Surface PRO 4 in August 2018 (warranty expired). Last week the screen froze and the tablet couldn't be restarted anew.

So I tried to:

• reset it using the usual key combinations
• use a recovery image on a USB drive
• reset it to factory config. using the Surface Data Eraser program

I didn't even have the occasion to use any of those solutions, the Surface being stuck on the logo page with an SSD icon in the lower right corner (system searching for the drive). When I insisted, I ended up with the following indication: "No disk drive found".

According to several repair shops I phoned, it is not fixable. One of them told me a hardware exchange is possible with Microsoft. Can anyone tell me more about this please? 

Thanks a lot

Answer 1

Hi, Capt'N VoleurVoleur!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn that your Surface Pro 4 experienced SSD failure. Thanks for taking the time to let us know about this and allowing us to help you out. You mentioned you tried to reset it via USB Recovery Image and also the Surface Data Eraser Tool. May we know if you did the SDE first then the Surface Recovery Image? Also, you shared you did a reset using usual key combinations. Are you referring to the force shutdown the device and restart process?  If you did, I am afraid the device needs to be sent in for replacement.****

By the way, if you get to the blue screen with the Choose an option menu, please check if you can go to the Surface UEFI screen. Under Choose an option, select Troubleshoot > Advanced Options > UEFI Firmware Settings, and then select Restart.

Do you see an SSD icon at the upper-right corner of the Surface UEFI screen?

If ever you see it, the device needs to be sent in for replacement.

Kindly check the page on How to get service for Surface or you can Contact Microsoft Support for replacement options.

This may not be the answer you're looking for, however, we hope to have provided you the needed information for your concerns. You take care and stay safe!

Kind regards,

Janette_Z

Answer 2

You're very much welcome, Capt'N VoleurVoleur!

Glad to have helped you out on reaching an advocate to assist you with the replacement order. Thanks for the opportunity you've given us to help you out. Take care and stay safe inside!

Sincerely,

Janette_Z

Answer 3

Hi, Capt'N VoleurVoleur!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn that your Surface Pro 4 experienced SSD failure. Thanks for taking the time to let us know about this and allowing us to help you out. You mentioned you tried to reset it via USB Recovery Image and also the Surface Data Eraser Tool. May we know if you did the SDE first then the Surface Recovery Image? Also, you shared you did a reset using usual key combinations. Are you referring to the force shutdown the device and restart process?  If you did, I am afraid the device needs to be sent in for replacement.****

By the way, if you get to the blue screen with the Choose an option menu, please check if you can go to the Surface UEFI screen. Under Choose an option, select Troubleshoot > Advanced Options > UEFI Firmware Settings, and then select Restart.

Do you see an SSD icon at the upper-right corner of the Surface UEFI screen?

If ever you see it, the device needs to be sent in for replacement.

Kindly check the page on How to get service for Surface or you can Contact Microsoft Support for replacement options.

This may not be the answer you're looking for, however, we hope to have provided you the needed information for your concerns. You take care and stay safe!

Kind regards,

Janette_Z

Thanks a lot for your quick reply Janette,

I tried the recovery image first, then the SDE, I know it doesn't sound logic but at the time I didn't know about the SDE. Anyway as I said, I couldn't get a chance to check if it worked due to the SSD problem.

You're right, I did use the "force shutdown and restart processes" but it didn't take me any further than the logo screen.

As for the blue screen, I have no choice but to turn the device off when I reach that step:

Also I had the UEFI screen once, the SSD icon was there as well.

What procedure should I follow for replacement please?

Greetings from France.

Answer 4

You're welcome, Capt'N VoleurVoleur!

Thanks for the update. From the looks of it, the device needs to be replaced. Feel free to Contact Microsoft Support to get assisted by one of our advocates to process your service request.

1.    Please make sure you are signed into your Microsoft Account when you go to that page above, then click Contact Support.

2.    A new window will pop-up showing the Microsoft Virtual Agent.

3.    Type Replace my Surface devicethen press Enter.

4.    In the responses, click None of the above until you get to another response that gives you an option to Talk to a person.

5.    Once you click Talk to a person, select Surface when asked for your product and hit Next.

6.    Select Warranty and service when asked for the issue and click Next.

7.    Still click on Nextbutton when asked for a bit more info.

8.    You will be asked to register your Surface Pro 4 (if not yet registered) or choose it (if already registered). 

9.    Kindly wait so that you will see an option for a callback (if available).

10.  Enter your phone number and confirm it.

11.  You should see a confirmation that your scheduled callback has been successful and a call will be made within the expected timeframe.

If you prefer to call, please check this page to know the number for France in our list of Global Customer Service phone numbers.

We hope this guides you how to get connected to Microsoft Surface Support.

Kind regards,                                                                                                                 

Janette_Z

Answer 5

You're welcome, Capt'N VoleurVoleur!

Thanks for the update. From the looks of it, the device needs to be replaced. Feel free to Contact Microsoft Support to get assisted by one of our advocates to process your service request.

1.    Please make sure you are signed into your Microsoft Account when you go to that page above, then click Contact Support.

2.    A new window will pop-up showing the Microsoft Virtual Agent.

3.    Type Replace my Surface devicethen press Enter.

4.    In the responses, click None of the above until you get to another response that gives you an option to Talk to a person.

5.    Once you click Talk to a person, select Surface when asked for your product and hit Next.

6.    Select Warranty and service when asked for the issue and click Next.

7.    Still click on Nextbutton when asked for a bit more info.

8.    You will be asked to register your Surface Pro 4 (if not yet registered) or choose it (if already registered). 

9.    Kindly wait so that you will see an option for a callback (if available).

10.  Enter your phone number and confirm it.

11.  You should see a confirmation that your scheduled callback has been successful and a call will be made within the expected timeframe.

If you prefer to call, please check this page to know the number for France in our list of Global Customer Service phone numbers.

We hope this guides you how to get connected to Microsoft Surface Support.

Kind regards,                                                                                                                 

Janette_Z

I gave a ring, they're gonna send me a new surface.

Thanks a lot for your help. 

Have a good one