[HELP PLEASE] I can't log on my Surface Studio 2

Question

[HELP PLEASE] I can't log on my Surface Studio 2

Anonymous

[UPDATE: OMG I made it work after hours trying!

What I did: from the advanced recovery mode, I went to System Restore and selected a recovery point previous to the latest update. It was installed, the computer rebooted, and boom!]

Hello everyone,

For more than 2 hours, I have been unable to log on my Surface Studio 2. I can't past through the initial Windows Hello screen.

I have tried everything, including starting the computer in safe mode, but the system is not even giving me the option to select troubleshoot or input my PIN.

Here some steps I followed:

-I force shut down the computer twice so it would activate safe mode

-I did the same but restarted the computer while holding shift

-A blue screen showed up, See attached. No message to troubleshoot appears

-Windows Hello says 'looking for you' but fails to find me

-Then it says to add my PIN, but no box to input my PIN shows up

-WH says 'something went wrong'

And back to square one

Please any help? Attaching some pictures I took in hopes this provides more clarity.

Thank you

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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3 answers

Answer 1

Hello Santiago,

Thank you so much for your response and I totally understand the situation you are in right now with your Surface.

Since you were able to force your device to shut down and still issue persist to happen, and you also don't have the option to input your pin code. Plus, it also routed your device to a blue screen. The best thing I could recommend is to do a clean installation to your Surface, yes this will wipe out everything from the Surface.

You may also try contacting our live supports for further options and assistance on this. To reach them, see steps below:

Go to Contact Us - Microsoft Support
Choose how you would like to get support for your Surface device.3. Type in the problem you need help with.4. Look at any available solutions offered and select Contact Support.Here is a link you can check to know a detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft CommunityI wish you all the best and hope it helps!Best wishes,Rolando S.

Answer 2

Thank you, Roland.

But it seems what you are asking me to do will wipe out the entire content (files, photos, etc) off my faulty computer? Aren't any other options we can exhaust first?

FYI: I went into recovery mode, I select safe mode, but instead of the typical black safe mode screen, the system takes me to the main desktop page but no commands, just the netwrok and power buttons on the inferior right corner.

Answer 3

Hello Santiago,

Thank you for posting in Microsoft Community.

I appreciate you raising this concern to us, and I understand that you're having issues logging in to your Surface. You got me here; we'll definitely sort this out together.

From what you have stated, it was clear that you did the basic troubleshooting already. With that, I suggest doing a Reset to your Surface. This will remove everything from the device and reinstall a new operating system. Before doing the reset, you must have these things first:

A USB Flash Drive (not less than 16GB and not more than 32GB)
A working computer that is running in Windows.

If you already have those things, you are now ready to proceed to the next steps. See below:

How to Download, Create and Use a USB recovery drive

To download the Recovery Image:

You'll need another working device running on Windows.

Go to: Download the recovery image for your Surface
Sign in with your Microsoft Account
From the list of Surface devices available, select the device that you need a recovery image for
Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device
Download the recovery image using the button on the page
When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

Format USB Drive:

Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery drive.

Insert your USB drive into the USB port of your PC.
From the desktop, open File Explorer
Tap and hold or right-click on the USB drive and choose Format
Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
Tap or click OK to erase the contents of the USB drive
Tap or click OK when the format is complete

Create a recovery drive:

On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
Select the USB drive you formatted earlier for the location and click Extract.

Use a USB recovery drive to reset your Surface:

Shutdown the Surface
Insert the USB recovery drive into the USB port
Press and hold the volume-down (-) key
Press and release the power button
When the Surface logo appears, release the volume-down (-) key
Surface will start the recovery software on the USB recovery drive
When prompted, choose your language options and keyboard layout
Select Troubleshoot
Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
If prompted, select Repartition the drives
If prompted for BitLocker Key, tap Skip this Drive

Please give this a shot and see if it helps.

Best regards,

Rolando S.