Surface Pro 4 take 20-30 attempts to boot - flashes white windows logo then turns off

Question

I've been having this problem for a few weeks but it's gotten much worse lately.

About a month ago, I noticed that occasionally, when I press the power button, the white surface/windows logo would flash for a second or two then it would power off.  I'd press power again and it would start as normal.  Over the last week or two, this cycle has increased until now it happens 20-30 times and takes me 10-15 minutes to get it started.

Yesterday, I finally decided to do the reset with retaining personal files, but it's still doing it today.  I don't live near a Surface store, so I wanted to check on here before I do the full reset or lug it 90 minutes to a Surface store.  I did see one other person with a similar issue, but it seemed like they were saying it never started and also didn't speak very good English so the thread was difficult to follow.

Has anyone encountered this and have a way to resolve?

Answer 1

Hi Mr E Date, 

Thank you for posting here in Microsoft Community Forum.

If Windows doesn't start correctly when you turn on your Surface device and this might be caused by its software. You may try the following steps that may help fix your concern. 

• Force the Surface device to shut down and restart. Press and hold the power button for a full 10 seconds, until the screen turns off, then release the power button. Press and release the power button to your Surface back on. You should see the Surface logo then restart the Surface device.
• If Windows starts after you force shutdown and restart. Install the latest Windows updates to help prevent future. Select the Start button, then select Settings > Updates & Security > Windows Update, and then select Check for updates.

If you continue having this issue upon doing the above mentioned, we suggest to have a full reset using a USB recovery drive. You may refer to this **link**on creating and using a USB recovery drive for your Surface device. 

Keep us posted with the result for us to be notify,

Loyd G.

Answer 2

Thanks for the reply.  I had to order a USB  because I didn't have one large enough.  Unfortunately, it did not solve my problem.  I did the reset last night but tonight when I tried to start it, it was the same thing with the windows / surface logo showing up for a second before the laptop shut down.  I went through at least 30 cycles of that before it started.

Any other suggestions?

Answer 3

Hi Mr E Date, 

Thank you for getting back to us. In this case, we suggest that you contact our **Microsoft Support**for you to have further assistance and option for possible replacement if needed.

Keep us posted for further concern,

Loyd G.

Answer 4

Hi Lloyd,

Thank you for your help.  I've called support and had two calls with them now as they are trouble shooting my issue.  The support agent ran a lot of tests on my surface quick assist to see if there were any issues with the disk or other hardware, but so far has not been able to resolve the issue.  He is now trying to escalate the case to the next tier.

I'll keep you up to date when I hear more.

Thanks,

Mike

Answer 5

Hi Mike,

Thank you so much for providing us the update. If incase you have further question don't hesitate to reach us back or you may create a new thread for other concern. 

Looking forward for the update,

Loyd G.