How to enter the bios on a Surface Book 2 and fully erase an embedded Welcome to AEG screen from coming up while doing a reset?

Douglas Hanson 0 Reputation points
2026-08-28T03:44:43.7566667+00:00

I am trying to do a full reset on a Surface Book 2 and it coming to a screen that asking me for an AEG email to login.

This used Surface Book 2 was purchased from a reconditioned computer reseller. This laptop was supposed to be cleared and ready a Windows OS to be installed. I have made a Windows 11 Installation Media USB Drive and i have downloaded a recovery drive image and made a USB drive. Both installs ended up at the same place even though i have gone with a clean install and deleted the partitions before the installs were started. Yet, this Welcome to AEG screen keeps coming up.

Please let me know how to get this erased from this computer.

Surface | Surface Book | Install and update
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  1. AI answer

    2026-08-28T03:45:03.0766667+00:00

    To enter Surface Book 2 UEFI and boot from USB:

    1. Turn off the Surface.
    2. Insert the USB recovery drive or Windows installation USB.
    3. Press and hold Volume Down.
    4. Press and release Power.
    5. Release Volume Down when the Surface logo appears.

    If the USB does not boot, enable boot from USB or set the USB drive first in the boot order in Surface BIOS/UEFI.

    For a full erase using a Surface recovery USB:

    1. Start the Surface from the USB recovery drive.
    2. Select the language and keyboard layout.
    3. Select Recover from a drive or Troubleshoot > Recover from a drive.
    4. If prompted for a recovery key, select Skip this drive.
    5. Select Fully clean the drive.
    6. Select Recover.

    A reset returns the Surface to factory settings, deletes personal files, resets settings, and removes installed apps.

    If the recovery USB still does not work or still returns to the same setup flow, check these items:

    • In UEFI, confirm a valid boot device is selected under Boot configuration.
    • Make sure USB boot is enabled.
    • Configure the USB drive as the first boot option.
    • Check Secure Boot configuration. Newer Surface recovery images require a 2023 Secure Boot certificate.

    If the device shows Couldn't find a bootable operating system, in UEFI go to Boot configuration and make sure valid boot devices such as Windows Boot Manager, Internal Storage, USB Storage, and PXE Network are selected.

    For a complete data wipe, Microsoft also provides Surface Data Eraser. Boot it from USB the same way:

    1. Insert the Surface Data Eraser USB stick.
    2. Turn off the device.
    3. Hold Volume Down.
    4. Press and release Power.
    5. Release Volume Down.
    6. Accept the license terms.
    7. Press Y to erase the storage device.

    Caution: Fully clean the drive and Surface Data Eraser are destructive and remove all data from the device.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. Thomas4-N 21,530 Reputation points Microsoft External Staff Moderator
    2026-08-28T09:23:36.7266667+00:00

    Hello Douglas Hanson,

    The “Welcome to AEG” screen indicates that the Surface is likely still registered to AEG through Windows Autopilot. Autopilot identifies the device online by its hardware identity, so deleting partitions, reinstalling Windows, using a Surface recovery image, or erasing the drive will not remove that registration.

    For reference, Surface UEFI is opened by shutting down the device, holding Volume Up, and pressing and releasing Power. However, there is no UEFI setting that can remove an Autopilot registration.

    The reseller needs to have the Surface removed from the previous organization’s Windows Autopilot tenant. Please contact the reseller and request that the device be properly deregistered. Microsoft also documents a Surface Autopilot deregistration process, but it requires valid proof of ownership, including an original invoice containing the device serial number.

    If the reseller cannot arrange deregistration or provide the required ownership documentation, the practical option is to return the Surface for a refund or replacement. The device was not properly released from organizational management before resale.

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