My surface pro 7 is stuck at windows logo and I have tried restarting and it's not working

Question

My surface pro 7 is stuck at windows logo and I have tried restarting and it's not working . It's been happening for two days . The screen is stuck at windows logo and the spinning dots aren't even appearing and the device gets very hot during that time.

Answer 1

Hi User191,

Thank you for reaching Microsoft Community. I'm sorry to hear about what happened to your Surface Pro 7.

The issue may be caused by some corrupted files, software, drivers or Windows image on the device. I suggest that you proceed in doing a clean installation of Windows on the device using the Surface Recovery Image through USB Recovery. This option will reimage the entire device and reload Windows including the drivers and firmware. It is the most complete form of Reset and it will wipe out everything on the device. You will need also a 16GB/32GB of flash drive that must be formatted into FAT32 prior to downloading the Recovery Image. If you like to try, you can follow the steps provided below:

How to Download, Create and Use a USB recovery drive

To download the Recovery Image:

• You'll another working device running on Windows.

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 that 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

Kind regards,

Marrion

Answer 2

Hi I have already tried that but my surface won't recognize the USB recovery device. I have tried to access UEFI bios by pressing volume up and power. it didn't work. Pressing volume down and power for USB recovery didn't seem to work either

Answer 3

Hi User191,

Thank you for the response and I'm sorry to hear that the device did not recognize the USB flash drive for the USB Recovery. I would like to confirm though what is the capacity of the USB used? Is it within 32GB or more? If you are using more than 32GB, please change the flash drive to a 16 to 32GB flash drive and have it formatted to FAT32.

If still it does not work or if you are using a 32GB flash drive already, please proceed and try running the Microsoft Surface Data Eraser Tool on the device (see: Microsoft Surface Data Eraser (Surface) - Surface | Microsoft Docs for details). Once the Data Eraser is successful, proceed with the USB Recovery again.

Kind regards,

Marrion

Answer 4

Thanks for your reply. I will still try and the USB recovery and only if it doesn't work I'll try the USB eraser. Thanks

Answer 5

Hi User191,

Thank you and we'll look forward to your updates soon.

Kind regards,

Marrion