Hi Jme!
Thanks for getting back to us!
If that's the case, I would highly suggest you contact our live Microsoft support team for further assistance already. They will be able to further diagnose the issue and provide more troubleshooting. Below are the steps on how to contact them:
- Go to Contact Us- Contact Us - Microsoft Support.
- Choose how you would like to get support for your Surface device.
- Type in the problem you need help with.
- Look at any available solutions offered and select Contact Support.
Thanks again for choosing Microsoft. Hope this helps!
Regards,
RodelioP.