If you are not worried about losing any data, the next step I want you to try is to reimage your device. This puts the factory default image back on the system and will eliminate anything software-related that may be causing your issue.
You will need a USB drive that is at least 16 GB that is formatted to FAT32 prior to loading the recovery image. To format the USB, plug it into any computer and go to File Explorer > find the name of the flash drive on the left hand side > right click on the flash drive > click format > change to FAT32 under File system > click start. Note that creating a recovery drive will delete any data stored on the USB so please make sure to transfer anything important to another storage device before continuing.
Please follow the steps in the link included to download the image. You will need to know the version of Windows you are running to download the correct recovery image.
https://support.microsoft.com/en-us/surfacerecoveryimage
Once you have the image on the USB, make sure there is enough power on your system to run the recovery or plug in your device.
- Please turn off the device and then insert the USB recovery drive into the USB port.
- Press and hold the volume-down button while you press and release the power button. Once the Microsoft or Surface logo appears, release the volume-down button.
- When prompted, choose the language and keyboard layout you want.
- On the Choose an option page, select Troubleshoot, then Recover from a drive. If it prompts you for a Recover key, select Skip this drive at the bottom of the screen.
- Choose either Just remove my files or Fully clean the drive. Please note fully cleaning the drive takes longer but is more secure.
- Select Recover to reset your device.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article