Forgotten PIN and PW - How to Access Surface Laptop Studio?

Hi Rocky Pilgrim,

Thank you for your response. I’m sorry for any confusion we may have caused. Regarding the reset within Windows. We can try the steps again and I will make it clear for you.

1. Press and release the Windows key + L from the login screen.
2. Then, Hold the Shift key and press and release the Power icon in the bottom-right corner.
3. Select Restart. Keep holding the shift key.
4. After your Surface restarts, you’ll see a blue screen with various options. This is known as the Recovery Environment. Then release the shift key.
5. Select Troubleshoot > Reset this PC>
6. The reset process will take few minutes make sure the charger also connected to the device.

If the steps will not be working on your Surface device. We recommend downloading and install the recovery image on your Surface device. To completely fix the issue. Again, here the steps.

To Download USB Recovery Image - http://aka.ms/sri    

REQUIREMENTS:

To ensure compatibility with your Surface device, it is recommended to use a USB flash drive with a minimum storage capacity of 16 GB to 32 GB and format it to FAT32. If the storage capacity exceeds 32 GB, it is not possible to format it to FAT32 as only XFAT and NTFS options are available. Please note that if a USB flash drive is formatted to XFAT or NTFS, it will not be detected on your Surface device. Need to download the recovery image to another Windows PC.

NOTE: Creating a recovery drive will erase all existing files that are stored on the SSD drive. Make sure to transfer any important data on your USB flash drive to another storage device before you proceed.

Once the download is complete, create a folder on your desktop and rename it to ‘recovery’. Extract the recovery image to the folder you created on your desktop. After the extraction is complete, select all the files in the folder and copy and paste them directly to your USB flash drive. Do not copy the folder directly to the USB. Once the copying is done, remove the USB and connect it to your Surface.

When you are ready, please click this link Creating and using a USB recovery drive for Surface - Microsoft Support to follow the step on how to use the recovery image. Or you can follow the steps below.

1. Make sure your Surface is turned off and plugged in, and then insert the USB recovery drive into the USB port.
2. Press and hold the volume-down button while you press and release the power button.
3. When the Microsoft or Surface logo appears, release the volume-down button.
4. When prompted, select the language and keyboard layout you want.
5. Select Recover from a drive or Troubleshoot > Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.
6. Choose either Just remove my files or Fully clean the drive.
   The option to clean the drive is more secure but takes much longer. For example, if you’re recycling your Surface, you should clean the drive. If you’re keeping your Surface, you just need to remove your files.
7. Select Recover.
   Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.

Thanks again for choosing Microsoft. Hope this helps!

Kind regards,

Christopher.

Hi, I am still trying to get this done around work stuff. Please do not close this case yet - i have questions about the recovery drive.

Hi Rocky Pilgrim

Thank you for your response. Please take your time, I will leave this thread open for next few days. Let me know if you have any further questions or concerns.

Thanks again for choosing Microsoft.

Kind regards

Christopher.

okay, so nothing happens when i hold the shift key down and restart. it brings me back to the login screen only.

if i hold down the windows key or the volume up key and restart, it sends me to the UEFI page, but i can't see that i can do anything from there.

is there another way to get to the recovery screen?

actually, nothing happens when i hold the windows key and restart