1. I have downloaded the correct recovery file here: https://support.microsoft.com/en-ie/surfacerecoveryimage
2. I have created the USB recovery image on a 32GB thumb drive.
3. I have unzipped the recovery file from step 1 and copied them to step 2.
4. I followed the reboot instructions and inserted the thumb drive.
5. I followed the language options and have selected Troubleshoot this PC then "Fully clean the drive."
6. When the recovery reaches a certain %, it stops ("Recovering this PC 76%")
7. A prompt "Reset this PC. There was a problem resetting your PC. No changes were made." is shown with only 1 option - Cancel.
8. I press cancel.
9. I have tried these steps 3x and the same error occurs.
--- additional steps:
10. As an additional step, I tried to "Just remove my files"
11. When the recovery reaches a certain %, it stops ("Recovering this PC 4%")
12. A prompt "Reset this PC. There was a problem resetting your PC. No changes were made." is shown with only 1 option - Cancel.
13. I press cancel.
14. Error still persists.
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Hello,
Let's try some more troubleshooting to get things started. Most of the time, a two-button reset will solve the problem. If you're unfamiliar with that, it's essentially a hard restart which should allow you to try your recovery over again. To do this, follow these steps:
1. Hold the power button on your Surface for 30 seconds.
2. Once your Surface is turned off, press and hold the power button and the volume up button at the same time for at least 15 seconds. You may see the Surface logo during this, but continue to hold the buttons for at least 15 seconds even if it flashes on.
3. After you release the buttons, wait 10-20 seconds just to give your Surface a minute to settle.
4. Press and release the power button to turn your Surface on like you normally do.
The two-button reset normally fixes any hanging issues like this. If it works, great! If not there are still other options we can try.
After you've done this, let me know how it goes. And if you need any more information or want to let me know how it's going, just reply here.
Hope this helps!
Harassment is any behavior intended to disturb or upset a person or group of people. Threats include any threat of violence, or harm to another.
Any content of an adult theme or inappropriate to a community web site.
Any image, link, or discussion of nudity.
Any behavior that is insulting, rude, vulgar, desecrating, or showing disrespect.
Any behavior that appears to violate End user license agreements, including providing product keys or links to pirated software.
Unsolicited bulk mail or bulk advertising
Any link to or advocacy of virus, spyware, malware, or phishing sites.
Any other inappropriate content or behavior as defined by the Terms of Use or Code of Conduct.
Hateful content that attacks, insults, or degrades someone because of a protected trait, such as their race, ethnicity, gender, gender identity, sexual orientation, religion, national origin, age, disability status, or caste.
Any content about suicide and self-harm that could be dangerous.
Any image, link, or discussion related to child pornography, child nudity, or other child abuse or exploitation.
Hello!
I have tried this step 3 times each with the USB thumb drive attached and detached.
Without the thumb drive, it boots only to Surface UEFI.
With the thumb drive, it boots to Windows Recovery.
Harassment is any behavior intended to disturb or upset a person or group of people. Threats include any threat of violence, or harm to another.
Any content of an adult theme or inappropriate to a community web site.
Any image, link, or discussion of nudity.
Any behavior that is insulting, rude, vulgar, desecrating, or showing disrespect.
Any behavior that appears to violate End user license agreements, including providing product keys or links to pirated software.
Unsolicited bulk mail or bulk advertising
Any link to or advocacy of virus, spyware, malware, or phishing sites.
Any other inappropriate content or behavior as defined by the Terms of Use or Code of Conduct.
Hateful content that attacks, insults, or degrades someone because of a protected trait, such as their race, ethnicity, gender, gender identity, sexual orientation, religion, national origin, age, disability status, or caste.
Any content about suicide and self-harm that could be dangerous.
Any image, link, or discussion related to child pornography, child nudity, or other child abuse or exploitation.
Thanks for your reply! Looks like we have a direction to go in then.
Have you tried wiping the USB drive from a separate computer and reinstalling the recovery file, or trying to recover using a different USB drive? My thoughts right now are that the recovery file may have been corrupted, or the USB drive may fail the recovery file transfer at a certain point (this isn't common but it's definitely not unheard of).
If you have a spare USB drive my go-to would be to try downloading a new recovery file to that and attempting the recovery from it.
If that's not an option right now, a wipe and reinstall of the recovery file on your current USB drive may work as long as it's not an issue with the drive itself.
Give these a try if you can, and let me know if we're making progress. There are still options past this once we can narrow it down a little further, but a separate USB drive should solve the issue if it's a problem of the drive transferring to the Surface.
Harassment is any behavior intended to disturb or upset a person or group of people. Threats include any threat of violence, or harm to another.
Any content of an adult theme or inappropriate to a community web site.
Any image, link, or discussion of nudity.
Any behavior that is insulting, rude, vulgar, desecrating, or showing disrespect.
Any behavior that appears to violate End user license agreements, including providing product keys or links to pirated software.
Unsolicited bulk mail or bulk advertising
Any link to or advocacy of virus, spyware, malware, or phishing sites.
Any other inappropriate content or behavior as defined by the Terms of Use or Code of Conduct.
Hateful content that attacks, insults, or degrades someone because of a protected trait, such as their race, ethnicity, gender, gender identity, sexual orientation, religion, national origin, age, disability status, or caste.
Any content about suicide and self-harm that could be dangerous.
Any image, link, or discussion related to child pornography, child nudity, or other child abuse or exploitation.
Have you tried wiping the USB drive from a separate computer and reinstalling the recovery file, or trying to recover using a different USB drive?
I have a separate USB drive but no separate computer (currently chatting via a smartphone).
Harassment is any behavior intended to disturb or upset a person or group of people. Threats include any threat of violence, or harm to another.
Any content of an adult theme or inappropriate to a community web site.
Any image, link, or discussion of nudity.
Any behavior that is insulting, rude, vulgar, desecrating, or showing disrespect.
Any behavior that appears to violate End user license agreements, including providing product keys or links to pirated software.
Unsolicited bulk mail or bulk advertising
Any link to or advocacy of virus, spyware, malware, or phishing sites.
Any other inappropriate content or behavior as defined by the Terms of Use or Code of Conduct.
Hateful content that attacks, insults, or degrades someone because of a protected trait, such as their race, ethnicity, gender, gender identity, sexual orientation, religion, national origin, age, disability status, or caste.
Any content about suicide and self-harm that could be dangerous.
Any image, link, or discussion related to child pornography, child nudity, or other child abuse or exploitation.
Without a separate recovery drive we won't be able to rule out the possibility that the drive or the recovery file are causing issues, but I want to do as much as possible to fix this without you having to go to a physical store.
To further pursue this, have you had the typecover attached when you've been doing the resets? I know it's a strange question, but a few people have gotten stuck during a reset and retrying without the typecover has worked. If you have had the typecover on during these I'd recommend trying another reset without it and letting me know if anything changes.
I'm sorry we haven't been able to track it down so far, but I believe we're moving closer to figuring out the issue. If there's anything else I can be doing to best assist you while we figure this out please let me know!
Harassment is any behavior intended to disturb or upset a person or group of people. Threats include any threat of violence, or harm to another.
Any content of an adult theme or inappropriate to a community web site.
Any image, link, or discussion of nudity.
Any behavior that is insulting, rude, vulgar, desecrating, or showing disrespect.
Any behavior that appears to violate End user license agreements, including providing product keys or links to pirated software.
Unsolicited bulk mail or bulk advertising
Any link to or advocacy of virus, spyware, malware, or phishing sites.
Any other inappropriate content or behavior as defined by the Terms of Use or Code of Conduct.
Hateful content that attacks, insults, or degrades someone because of a protected trait, such as their race, ethnicity, gender, gender identity, sexual orientation, religion, national origin, age, disability status, or caste.
Any content about suicide and self-harm that could be dangerous.
Any image, link, or discussion related to child pornography, child nudity, or other child abuse or exploitation.
