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I had just received my SP2 from the Microsoft Store two days ago and decided that I would go out and buy a Bluetooth Mouse. The mouse connected once and failed, then I realised that the Bluetooth of my Surface has stopped functioning completely and I wasn't even able to detect my phone. Therefore I decided to "Refresh" my PC and reset most of the settings back to normal.
However, during this refreshing period, Surface entered the screen below and halted all progress. I played around with it, one way of going around the problem was to "Delete all Secure Boot Keys", "Exit Setup", then it would restart to a red screen, display this page and then I select "Install Default Secure Boot Keys". After that it would reboot like normal.
The problem is that now it would constantly show this screen during boot no matter what I do. Is there a way to fix this without sending my Surface back to Microsoft?
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.
Hello Jeff Skully,
Sorry to hear you are having issues booting your Surface Pro 2.
We would like to help, If you are not able to get past the UEFi screen, please try the following steps.
If this does not resolve the issue, you will need to contact support.
Please let us know if that resolves the issue.
Best regards.
Greetings Mark,
Sorry to hear about your Surface Pro 2 booting into the UEFI. I'd suggest putting your Surface in for exchange using the Self-Service page.
Greetings Juan schinocca,
Thank you for posting to the Microsoft Surface community. I'm sorry to hear that your Surface Pro 2 will only boot to the UEFI screen. There's a few things we can try to get your Surface Pro 2 to boot back into Windows.
If your Surface powers on and boots into Windows, please download and install this KB.
If you cannot get your Surface Pro 2 to boot into Windows, please contact Surface Technical Support.
Greetings FM_1970,
Sorry to hear that your Surface Pro 2 is stuck at the UEFI screen. We’d like to assist in getting your Surface working again. Please go to the Self Service page, select the Problem with a device or cover option, select your Surface Pro 2 or add a device, and finally select Turns on but won’t start up.
Please fill out the problem box, and click on the option to create a service order.
Hi Ken645,
Thank you for visiting the Microsoft Community with your inquiry! We value the time you have taken to post and contribute. I am sorry to hear that you get the UEFI menu every time you power on your Surface Pro 2. I can certainly see why this is confusing and bothersome, so please know I will try my best to assist and guide you in the right direction.
Whenever you need to access the UEFI menu, you must press and hold the volume-up button on your Surface. For this reason, we ask you to please verify and test that the volume-up button on your Surface is not stuck and it is indeed working properly.
You can do several things in order to try this: accessing any video site, playing music to checking if you are indeed able to control the volume properly, and also testing the volume with the Type Cover and without the Cover.
If the volume-up button is working properly, please check the following:
If the button is indeed stuck, then we suggest you contact our Technical Support Team. Depending on what is most convenient for you, you can:
I am also including a support article that should be helpful:
We hope this information is useful! Please keep us posted and let us know what happens!
We are here to help and we will be looking forward to your response!
Best Wishes,
Greetings, Cat yoga,
Thank you for the reply.
If you are using a Pro device, please try the following solutions:
If your Surface still won’t turn on, it needs service. To request service, see Surface Online Service Center. You can also contact our live Support.
Best Regards,
Clare
Greetings all,
If your Surface Pro 2 is getting stuck at the UEFI, please download and install the hotfix here.
Greetings Over Drive,
I'm sorry to hear that your Surface Pro 2 is stuck at the UEFI screen. I'd like to assist in getting your Surface working again. Please go to the Self Service page, select the Problem with a device or cover option, select your Surface Pro 2 or add a device, and finally select Turns on but won’t start up. Please fill out the problem box, and click on the option to create a service order.
Unfortunately I had no success with resolving the issue even with the assistance from Microsoft Technical SPT. Surface PRO has been returned to Microsoft and now awaiting the new one. Hopefully same issue will not occur again?
My SP2 256 will not reliably wake from sleep or hibernate, or now after the February round of updates even power on after a shutdown. About half the time I sleep or hibernate my device, upon waking by tapping the PWR button I simply get a black blank screen and nothing happens... only source of feedback is the Windows button on bottom of screen will briefly vibrate when tapped, but nothing else happens. Only way to get any other response from device is hold Volume Up/PWR for 15 seconds, then tap PWR again after 10 seconds. This usually restores device to working, but occasionally even then device boots back up to a black screen with a simple white cursor in middle and nothing else, requiring another RESET with Volume Up/PWR. Problem has gotten worse after the February round of updates, and results in the same troubles while trying to power the device after a shutdown.... simple black screen with a windows button that vibrates when touched, nothing else.
I have factory restored device, I have even factory restored using the latest January Driver pack using this guide (GREAT guide, worked great I just replaced his October drivers with the January driver pack, and now have a totally up to date restore image on USB) Systems Admin Guy | How to update Surface Pro 2 Recovery Image drivers . I also disabled the sleep power saving functions of the Marvell wireless card that some said was the problem, didn't seem to make any difference. I have tried with the normal swap file and also with the swap file disabled as seen here recommended as a possible fix. I have tried with both fast boot and hibernate enabled and disabled with similar results.
Problem is consistent whether I have the Type 2 Cover attached or detached, or any other peripherals for that matter. Event logs show a ID41 Kernal Power as critical error.
This is essentially rendering my device useless as I honestly have no idea if it will boot up once I leave it and come back, and makes any portable usage pointless as I must shut down and power back on whenever I want to use the device, and even then it often requires a possible reboot.
Out of desperation I have restored mine back to a factory state again as I still am trying to determine if my problems are hardware or MS driver related. After the February round of updates, mine has gotten even worse with powering up/waking up. It got so bad I literally end up having to Volume Up/PWR reset more times than not to simply get the machine started after a shutdown, which before only happened after a sleep or hibernate crash.
So, this morning I performed a full clean wipe using my USB stick which contains the normal Surface Pro 2 restore image, only updated with the January (2/6/2014 Version 1.0 firmware and driver pack) driver pack. After the machine was back up and running I
disabled Windows Updates, and simply used it for a while doing basic web browsing, email, and a constant barrage of sleeps and shut down cycles.... and surprisingly (and I hate to say this as I'm sure as soon as I do my next cycle will result in constant crashes!!!!
)
everything has worked properly and stable for the past 6 hours. This includes sleeping the device, waking the device with power button, waking the device with keyboard, shutting down and powering back on. Previously, through several different installs, this
would all have resulted in a blank black screen by now where the windows button would vibrate when touched but nothing else would happen no matter how long I waited or how many times I tapped or held the PWR button.
Every prior reinstall I have installed all the Windows Updates immediately as well as the firmware updates once available. This time I'm running only the factory image and MS's driver/firmware pack. There are 760MBs of Windows Updates plus the Feb Firmware it wants to install, but honestly, my gut says something in them is the root of my wake/startup/crash problem. Not sure how to proceed from here, as I know I should install the updates, but not being able to wake or start the device is a deal breaker. Thanks for any feedback!
