Surface not starting right, now it stuck on black screen "Surface"

You could try this:

1. Turn off the device by holding power button down for 6-10 seconds
2. Tap the power button to turn it back on.
3. Once the surface logo appears, wait for circling dots to appear and then hold power button down for 6-10 seconds to turn device off again.
4. Repeat steps 2 & 3 until the surface logo appears with words underneath saying “Preparing Automatic Repair”
5. Recovery mode will start.
6. At the Bitlocker screen, tap “skip this drive”
7. Tap advanced options
8. Tap Troubleshoot
9. Tap Refresh

Refresh will take 10 to 25 minutes, when it's done the Surface should go to the login screen. If this doesn't work, try again but select Reset instead of Refresh. I hope it works for you!

Hello InGaj,

Sorry to hear your Surface is stuck on the Surface logo screen.

Please try the following steps:

                1) Attach the power supply.

                2) Press and hold the power button for 10 seconds.

                3) Repeatedly press and release the power button once every half second

                4) wait a few seconds to see if the Surface powers on

If the device is still stuck on the Surface logo, leave the surface on for about 30 mins. 

If this does not resolve the issue you may need to have the device replaced.

Depending on what is most convenient for you, you can:

1. Open a service request yourself, using our Online Service Center.
2. Contact our Technical Support team here.

Hope this helps.

Best regards.

Greetings Mauricio,

Sorry to hear your Surface is experiencing an issue. Please try the following to see if you can get the Surface to boot into Automatic Recover while your Surface is powering on:

1. Press and hold the Power button until the Surface turns off
2. Turn the Surface back on
3. Repeat Step 1 and 2 approx 3 times
4. On the 3rd or 4th boot up, your Surface should load Automatic Recovery.

You should be able to get your Surface to load Windows RT. If it doesn't and goes to a blue screen that says Automatic Repair with the message:

"Automatic Repair couldn't repair your PC" and gives a Log file at:

C:\Windows\System32\Logfiles\Srt\SrtTrail.txt

Follow these steps to get the Surface working again:

1. Touch Advanced Options
2. Touch Troubleshoot
3. Touch Advanced Options (again)
4. Touch Command Prompt
5. Type the following: C:\WINDOWS\SYSTEM32\CONFIG\SYSTEM /Pand press Enter6. Press Y to confirm and press Enter.

If the Delete command was successful, there will not be a message returned at the command prompt.

If an error message is displayed, check to see that the command was entered correctly and try again. If the error message continues, the Surface will require a service.

7. Close the command prompt
8. Touch Troubleshoot
9. Touch Reset your PC
10. Touch Just remove my files
11. Touch Reset to start the process

If the command prompt fails, please setup an exchange. You can do this yourself here: http://myservice.surface.com or by contacting our Technical support team here: http://www.microsoft.com/surface/support/contact-us/.

Hello Rmdvs301,

Regarding your Surface being stuck at the "Surface" screen, you will need to get in touch with Surface Technical Support. You can reach them at: http://www.microsoft.com/surface/support/contact-us/

I just had this problem. I tried forcing it off and starting it several times without success.

Finally got it to boot by doing the following:

Hold power until device powers off.

Press and hold the volume up button and press the power button.

This will load the BIOS with a few options.

I disabled the Trusted Platform Module (TPM) and Secure Boot.

Pressed the exit button.

This rebooted the device and showed a red background with the Surface logo.

Device booted into recovery mode.

I decided not to do anything, and restarted the Surface.

Surface booted into windows normally.

I restarted again, entered BIOS, and re-enabled TPM and Secure Boot.

Surface no longer had red background and booted into windows.

I have no idea why this worked, or if this is a good idea. I'm somewhat worried that disabling secure boot seemed to resolve the problem since it could have been blocking a virus.

-cvg

Hello parkers6,

Thank you for reaching out to us on the community forum. I understand you are stuck at the logo screen and we are here to guide you in the right direction.

Please try the following steps to see if you can go into Window:

1. Please remove all accessories, including a USB, a SD card, Surface cover and a power cord etc.
2. Press the power button on your Surface and hold it down for 30 seconds.  This ensures that Surface shuts down instead of just going to sleep.
3. Next, press the power button again to turn Surface back on.

If you are still not able to go pass the logo screen, please reach out to our assisted support during the operating hours.

Please let us know if the steps resolve your issue.

Best Regards,

Clare

Here's a link to the answer desk to contact someone - if it appears that I can't fix the problem myself, I'll contact them.

http://www.microsoft.com/surface/en-us/support/contact-us/?productId=100110817&issueId=100110829&subIssueId=100110836

Hello matt Doyle 7,

Are you able to make and use a recovery drive, as mentioned, or is that not an option?  If not, you should contact our Technical Support team to help you with this. Use this site to contact them via chat or phone. They can help you with this.

Please contact us again with any other questions or problems you encounter. Thanks for being a member of the Microsoft Community!

Best Wishes,

Zack_T

Hello Rahul Mallela,

Thanks for posting in the Community Forum with this question. I can imagine how aggravating it must be to have the Surface stuck in the bootup process. I'll do what I can to help you with this.

We would like you to try the following steps:

1. Turn off the device by holding power button down for 6-10 seconds 

 2. Tap the power button to turn it back on. 

 3. Once the surface logo appears, wait for circling dots to appear and then hold power button down for 6-10 seconds to turn device off again. 

 4. Repeat steps 2 & 3 until the surface logo appears with words underneath saying “Preparing Automatic Repair” 

 5. Recovery mode will start. 

 6. At the Bitlocker screen, tap “skip this drive” 

 7. Tap advanced options 

 8. Tap Troubleshoot 

 9. Tap Refresh

If this does not work, try the same thing but press "Restart" instead of Refresh. If neither of these options work, you will need to contact our Technical Support team. 

Thanks again for contacting us here, and please let us know if these work for you!

Best Wishes,

Zack_T

Hello valentine,

Sorry to hear about the troubles. Please contact our Surface Support team.

If you have questions, let us know.

Thank you.

Greetings Karensteve1,

Sorry to hear about your Surface being stuck on the Surface logo screen. As you've tried holding the Power button and it is still continuing to only boot to the Logo screen, please contact Surface Technical Support.

Greetings Oliver,

Sorry to hear about your experience. I'd suggest contacting Surface Technical Support.

Hi,

1. Tap or click See advanced repair options.
2. Enter your BitLocker recovery key.
3. Tap or click Troubleshoot.
4. Tap or click Advanced options.
5. Tap or click Automatic Repair.
6. Follow the instructions to start the automatic repair.

If that doesn't work:

1. Tap or click See advanced repair options.
2. Enter your BitLocker recovery key.
3. Tap or click Troubleshoot.
4. Tap Refresh your PC and then tap Next.
5. Follow the instructions to start the refresh

Request service at the Surface Online Service Center.

Hello Thiago N. Oliveira,

Sorry to hear that your Surface will not boot Windows.

Please try the following steps:

                1) Attach the power supply.

                2) Press and hold the power button for 10 seconds.

                3) Repeatedly press and release the power button once every half second

                4) wait a few seconds to see if the Surface powers on

If this does not resolve the issue you may need to have the device replaced.

Depending on what is most convenient for you, you can:

1. Open a service request yourself, using our Online Service Center.
2. Contact our Technical Support team here.

Hope this helps.

Best regards.

Hello SalvaRV,

Sorry to hear that your Surface RT will not load Windows.

Try the following:

Power on the Surface, when you get the surface Logo with the loading circle turn off the Surface again. Do this a about 3 or 4 times and it should go to repair mode.

If this does not resolve the issue you may need to have the device replaced.

Depending on what is most convenient for you, you can:

1. Open a service request yourself, using our Online Service Center, or
2. Contact our Technical Support team here.

Best regards.

Greetings Thawmass,

You can reach Surface Technical Support here: http://www.microsoft.com/surface/support/contact-us/.

thanks to everyone for suggestion but finally got through to microsoft support

they were very helpful but unfortunately my surface is being replaced

neil

Hi NEILRIDLEY,

Sorry to hear about your Surface. Please contact supporthere.

If you are still experiencing issues with the site, click here for our Global customer service numbers.

Best Regards.

Thanks for the answer. Nothing happens after trying. The issue is I bought it during a Christmas tríp to San Antonio Texas and I live in Querétaro, México. It s not easy to go to the Microsoft store i bought it. Thanks anyway. I will setup an exchange online.

Greetings Zajoden, 

Sorry to hear you've having an issue with your new Surface. I would suggest getting in touch with the Microsoft Store you purchased the Surface from and doing an exchange. If you purchased it online, you can do the exchange by contacting support here:

http://www.microsoft.com/surface/support/contact-us/

Or by setting up an exchange here: http://myservice.surface.com

Greetings TroyCarroll,

Sorry to hear your Surface is not powering on fully. I would recommend getting and Exchange as it appears something is not correct with the Operating System. To get an Exchange, please contact support here: http://www.microsoft.com/surface/support/contact-us/

Or you can setup an exchange here: http://myservice.surface.com

Greetings,

TheRealGabacho, that is a good possibility, but there is no way to know for sure.

Wildbohr, if your wife's Surface is unable to load past the Surface screen, please have her contact Support here: http://www.microsoft.com/surface/support/contact-us/

Hi AngelaLee223.

Sorry to hear you have had issues powering on your Surface.  Have you already been in touch with Support? If not, you can complete your own service request on our Online Service Center. Or get in touch with our Support team directly by visiting our Answer Desk.

Hope this helps!