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surface pro x stuck at UEFI

Anonymous
2020-05-05T01:34:54+00:00

on the 4/5/2020 i got a surface pro x and when i turned it on to set it up, it went straight to the surface UEFI  page, not the usual set up and installation process. i entered a password thinking it it asked for and reset the device, but it brought me straight back to the same UEFI page and i cannot figure out how to get off it to set up the surface pro. has anyone else had this problem? ive also tried to set it up using the keyboard i purchased with the tablet but it didnt help. ive tried removing the password i set up and tried not putting in the password when it first turns on, but it still sends me to the administration page. in the corner of the page, it has a small x in a circle that is in a square, and i saw on another post that it is a hardware issue. is this the case here?

Surface | Surface Pro | Install and update

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  1. Anonymous
    2020-05-05T02:16:12+00:00

    Hi CharlotteParker4,

    Thank you for reaching out Microsoft Community. We apologize for the inconvenience this has caused you.

     You basically have 2 options to get this taken cared of. First, you can simply have it replaced from where you purchased the Surface device. Second, you can reimage the Surface device using a USB recovery drive to format everything and this will let you re-set it up. If you prefer to reimage the device using a USB-C flash drive, you can follow the instructions 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 a Surface Device and a USB-C flashdrive (16GB or 32 GB).

    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 your Surface 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 and continue with the reimaging process.

    The SSD icon you see in UEFI is a sort of indication that the solid state drive of your Surface device is having a hardware issue if this won't be able to read the USB recovery drive and that is if you'd like to give it a try reimaging the Surface device.

    If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to contact support for replacement options and to get further assistance.

    Kind Regards,

    Crest_Z

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