Can’t set up or install on new Surface Pro 7

Question

just got Surface Pro 7 out of the box and attempted to set up.  is frozen on Windows Agreement License screen.  Won’t allow me to choose Agree and won’t allow me to turn off.

Answer 1

Hi, Patzpu!

Thanks for reaching out to Microsoft Community and posting your concern. We are sorry to learn you encounter issues during your initial setup on your Surface Pro 7, this isn't the experience we want you to have. Thanks for taking the time to let us know about this and allowing us to help you out. 

There are times that the Agree button will not work when presented the lengthy Terms/Agreement for most services. This is what I noticed on some websites/apps/devices I recently installed. This solution I will provide might be applicable in your situation, granting that the Accept button is not greyed out of some sort. Is it possible for you to scroll way down to the end of the Agreement? See if the Accept button will let you get to the next screen. If not, there might be box where you fill up a check mark to get through the page.

If that doesn't solve it, kindly try to force shutdown the device and restart.

1. Press and hold the power button until the screen turns off (about 10 seconds), then release the power button.
2. Press and release the power button to turn your Surface back on. You should see the Microsoft logo.

If that doesn't work, here's how to make sure your Surface turns off completely:

Press and hold down the power button until your Surface restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

I also would like to present you this website where you can find helpful suggestions in our Microsoft Tips page. We hope you can find it useful for basic steps regarding Windows 10. 

If this answers your question, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed.  

Kind regards,

Janette_Z

Answer 2

Janette,

It will turn off and on after pushing the power button, but the screen simply keeps freezing.  Now it is frozen on the first screen to chose English as the language.

Answer 3

Hi, Patzpu!

This isn't the expected behaviour for newly purchased devices. We suggest to have to call the retail store where this was bought or you may leave it plugged in for an hour, then try to redo the setup. If the same thing happens, I am afraid you'll have to return the device. 

Regards,

Janette_Z

Answer 4

Finally got install set up, and now another frozen screen. Can’t even turn off with power button.   

So far, within about 12 hours of attempting to access my new lap top, It seems to either freeze, or shut off by itself and not power back on. 

Is returning to store my beat option?

Answer 5

Defintely return this for full refund and repurchase.