Computer stuck on UEFI loop?? Please help!

Question

Hello, so just a few hours ago, my computer lag issues as it does usually when I run it for too long without re-starting it; so I re-started my computer and it turned back on, although a few min after I did this, it turned to the blue screen that says, "Your PC ran into a problem and needs to re-start".  Although after a second or two of waiting, it just turned off.  Once I turned it back on, it brought me to the UEFI settings.  Every time I restart it just brings me back and I am very confused.  I looked at another post on the same issue, and I do not understand still what I am supposed to do.  Please help, i'm not sure what to do, and I need my computer for homework, and school work.  If you have a suggestion on how to help, or how you fixed this issue I would really appreciate it.

Answer 1

When in the UEFI screen do you see a disk icon upper right with an X or line

through it?

Answer 2

Hi Madelyn_Cookie,

Thank you for reaching out to Microsoft Community.

May we ask if you see the SSD status icon on the upper right area of the UEFI screen?

We recommend that you proceed in doing a Reset on the device using USB Recovery Image. 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 need a PC running Windows 7 or later or Surface Device.

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

If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

Kind Regards,

Marrion Y.

Answer 3

Yes, it had an X through it

Answer 4

That typically means that the SSD has died. You can run the Surface Data Eraser

to verify this. The documentation is at

https://docs.microsoft.com/en-us/surface/microsoft-surface-data-eraser   the

download itself is at

https://www.microsoft.com/en-us/download/details.aspx?id=46703

Here is what it may look like when you run the tool and the SSD drive has failed

(my SP 2017)

https://answers.microsoft.com/message/f8598a36-4174-47d4-8501-c072dc14657a?threadId=83c94b4d-eacc-4632-83b6-36f2ab48e835

If the SSD has failed, you need to exchange. If you are in the US (there are

also 7 stores in Canada and 1 each in Puerto Rico, London, UK and Sydney, AU)

you should go to the closest physical retail Microsoft Store

https://www.microsoft.com/en-us/store/locations/find-a-store - if you are not

able to get to a store, contact support

https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers.