Microsoft Surface LQN-00004 Installation guide

Windows doesn’t start on Surface
Applies to: Surface DevicesSurface
Get help for Surface running Windows 8.1.
Note
Some products might not be available in your country or region.
If Windows doesn’t start correctly when you turn on your Surface, here are solutions for
some of the more common screens that might appear.
Before you begin
Which screen do you see?
Windows still doesn’t start
Before you begin
Important
Before trying these solutions, make sure that you’ve checked your connections as
described in Surface battery won’t charge and that your power connector light is on when
its plugged in to your Surface.
Leave your Surface plugged in to the power supply included with the device, but remove
everything else that’s connected to it, including the Typing Cover, accessories, adapters,
external monitor, and microSD card and remove your Surface from the docking station if
you’re using one.
If Windows starts but then freezes or stops responding: See Windows stops responding
on Surface.
If your Surface stops responding while installing updates: See Trouble installing Surface
and Windows updates?
Which screen do you see?
If your Surface is turned on but Windows doesn’t start up correctly, you may see one of the
screens below. Select the one that matches your problem and follow the steps to
troubleshoot.

Black, blue, other-dark-colored, or backlit
screen
Choose an option screen
Microsoft or Surface logo screen
Large thermometer icon
Automatic Repair screen
Large battery icon
Firmware interface (UEFI) configuration
screen
Red screen or Red bar with Microsoft or
Surface logo
American Megatrends TPM security
options screen
Large padlock icon
Black, blue, other-dark-colored, or backlit screen
What you see
A blank black, blue, or other dark-colored screen, with no Surface logo.
The screen may appear to be backlit, or it might be backlit just around the edges.
The screen may be blank or may show Getting devices ready or a spinning circle.
Your Surface is turned on, but it’s not responding.
Note
If your Surface won’t turn on at all when you press the power button, go to Surface won’t turn on or wake
from sleep.
If your Surface is turned on and you see this screen, try the solutions below, in order.
Solution 1: Wait while updates are installing

Sometimes the Surface screen remains dark while Surface updates are installing.
Large updates may take up to 20 minutes, so you may need to wait while they install.
For info on troubleshooting installing updates, see Trouble installing Surface and Windows
updates?
If the Surface screen remains dark, try Solution 2.
Solution 2: Force a shut down and restart
To find out how to force your Surface to shut down and restart, see Force a shut down and
restart your Surface.
Solution 3: Reset your Surface using a USB recovery drive
Start your Surface by using a USB recovery drive. Insert the USB recovery drive into the USB
port on your Surface, and then press and hold the volume-down button while you press and
release the power button.
When the Surface logo appears, release the volume-down button. For more info,
see Creating and using a USB recovery drive.
Microsoft or Surface logo screen
What you see
The Microsoft or Surface logo remains on a black screen and Windows doesn’t start.
Getting devices ready or a spinning circle may also appear on the screen below the
logo.
If you see this, try the solutions below, in order.
Solution 1: Wait while updates are installing
Sometimes the logo stays on the screen while Surface updates are installing.
Large updates may take up to 20 minutes, so you may need to wait while they install.
For info on troubleshooting installing updates, see Trouble installing Surface and Windows
updates?

If the logo continues to appear, try Solution 2.
Solution 2: Force a shut down and restart
To find out how to force your Surface to shut down and restart, see Force a shut down and
restart your Surface.
If Windows starts after you force shut down and restart: Install the latest Surface and
Windows updates to help prevent future problems. For more info, see Install Surface and
Windows updates.
If Windows doesn’t start: Go to Solution 3.
Solution 3: Reset your Surface using a USB recovery drive
Start your Surface by using a USB recovery drive. Insert the USB recovery drive into the USB
port on your Surface, and then press and hold the volume-down button while you press and
release the power button.
When the Surface logo appears, release the volume-down button. For more info,
see Creating and using a USB recovery drive.
Automatic Repair screen
What you see
A black screen that says Preparing Automatic Repair and then Diagnosing your
PC.
You may then see a blue Automatic Repair or Recovery screen.
If Automatic Repair starts when you turn on your Surface, follow the steps below.
If your Surface freezes at the Automatic Repair screen or shortly after you select an option,
try resetting your Surface. To learn more, see Solution 5: Reset your Surface.
Solution 1: Restart your Surface
On the Automatic Repair screen, select Restart.
oIf Windows starts: Install the latest Surface and Windows updates to help
prevent future problems. For more info, see Install Surface and Windows
updates.

oIf Windows doesn’t start: Go to Solution 2.
Solution 2: Continue to Windows
1.On the Automatic Repair screen, select Advanced options.
2.On the Choose an option screen, select Continue to exit the options screen and
continue to Windows.
oIf Windows starts: Install the latest Surface and Windows updates to help
prevent future problems. For more info, see Install Surface and Windows
updates.
oIf Windows doesn’t start: Go to Solution 3.
Solution 3: Repair your Surface
1.If the Automatic Repair screen appears again, select Advanced options.
2.On the Choose an option screen, select Troubleshoot.
3.Select Advanced options > Startup Repair and follow the on-screen instructions.
Windows will try to find and fix the problem.
oIf Windows starts: Install the latest Surface and Windows updates to help
prevent future problems. For more info, see Install Surface and Windows
updates.
oIf Windows doesn’t start: Go to Solution 4.
Solution 4: Perform a System Restore
A system restore will restore your Surface to an earlier point in time when Windows was
working correctly.
Notes
Performing a system restore doesn’t change your personal files, but it might remove
recently installed apps and drivers.
Make sure you have access to product keys and installation files for all desktop apps
(for example, Microsoft Office) that you may have installed after the point in time to
which you’re restoring Surface.
Here’s how to do a system restore on your Surface:
1.On the Choose an option screen, select Troubleshoot > Advanced options.
2.Select System Restore and follow the on-screen instructions.

oIf Windows starts: Install the latest Surface and Windows updates to help
prevent future problems. For more info, see Install Surface and Windows
updates.
oIf Windows doesn’t start: Go to Solution 5.
Solution 5: Reset your Surface
A reset does the following:
Reinstalls Windows and the apps that came installed on your Surface
Removes all your personal settings
Removes all apps that you installed
Provides the following options for keeping or removing your personal files or
restoring factory settings:
oKeep my files: Removes apps and settings but keeps your personal files.
oRemove everything: Removes all your personal files, apps, and settings.
Make sure that you have access to the product keys and installation files for any
desktop apps (for example, Microsoft Office) that you plan to reinstall after the
reset. This includes desktop apps you installed from websites or USB drives.
Here’s how to reset your Surface:
1.On the Choose an option screen, select Troubleshoot.
2.Select Reset this PC and follow the on-screen instructions.
oIf Windows starts: Install the latest Surface and Windows updates to help
prevent future problems. For more info, see Install Surface and Windows
updates.
oIf Windows doesn’t start: If the Automatic Repair screen appears again, your
Surface needs service. Go to Send my Surface in for service.
Firmware interface (UEFI) configuration screen
What you see
A black screen with configuration options like Trusted Platform Module and Secure
Boot Control.
This is the Unified Extensible Firmware Interface screen (UEFI, formerly known as
the BIOS). If you see this screen when you turn on your Surface, don’t make any
configuration changes. Instead, try Solution 1.

Solution 1: Force restart
To find out how to force your Surface to shut down and restart, see Force a shut down and
restart your Surface.
If Windows starts after you force a shut down and restart: Install the latest Surface and
Windows updates to help prevent future problems. For more info, see Install Surface and
Windows updates.
If Windows doesn’t start: Go to Solution 2.
Solution 2: Reset your Surface using a USB recovery drive
Start your Surface by using a USB recovery drive. Insert the USB recovery drive into the USB
port on your Surface, and then press and hold the volume-down button while you press and
release the power button. When the Surface logo appears, release the volume-down button.
For more info, see Creating and using a USB recovery drive.
Choose an option screen
What you see
A blue Choose an option screen with options like Use a device and Troubleshoot.
If you see this screen, go to Solution 1.
Solution 1: Continue to Windows
Select Continue to exit the options screen and continue to Windows.
oIf Windows starts: Install the latest Surface and Windows updates to help
prevent future problems. For more info, see Install Surface and Windows
updates.
oIf Windows doesn’t start: Continue to Solution 2.
Solution 2: Repair your Surface
1.On the Choose an option screen, select Troubleshoot.
2.Select Advanced Options > Startup Repair and follow the on-screen instructions.
Windows will try to find and fix the problem.

oIf Windows starts: Install the latest Surface and Windows updates to help
prevent future problems. For more info, see Install Surface and Windows
updates.
oIf Windows doesn’t start: Go to Solution 3.
Solution 3: Perform a System Restore
When you perform a system restore, Windows will restore your Surface to an earlier point in
time when Windows was working correctly.
Notes
System restore doesn’t change your personal files, but it might remove recently
installed apps and drivers.
Make sure you have access to product keys and installation files for all desktop apps
(for example, Microsoft Office) that you may have installed after the point to which
you’re restoring your Surface.
Here’s how to do a system restore on your Surface:
1.On the Choose an option screen, select Troubleshoot > Advanced options.
2.Select System Restore and follow the on-screen instructions.
oIf Windows starts: Install the latest Surface and Windows updates to help
prevent future problems. For more info, see Install Surface and Windows
updates.
oIf Windows doesn’t start: Go to Solution 4.
Solution 4: Reset your Surface
A reset does the following:
Reinstalls Windows and the apps that came installed on your Surface
Removes all your personal settings
Removes all apps that you installed
Provides options for keeping or removing your personal files or restoring factory
settings:
oKeep my files: Removes apps and settings but keeps your personal files.
oRemove everything: Removes all your personal files, apps, and settings.

Make sure that you have access to the product keys and installation files for any
desktop apps (for example, Microsoft Office) that you plan to reinstall after the
reset. This includes desktop apps you installed from websites or USB drives.
Here’s how to reset your Surface:
1.On the Choose an option screen, select Troubleshoot > Reset this PC and follow
the on-screen instructions.
2.If Choose an option appears again, choose Continue.
oIf Windows starts: Install the latest Surface and Windows updates to help
prevent future problems. For more info, see Install Surface and Windows
updates.
oIf Windows doesn’t start: If the Choose an option screen appears again,
your Surface needs service. Go to Send my Surface in for service.
American Megatrends TPM security options screen
What you see
A black screen with American Megatrends at the top.
The screen contains configuration options for the Trusted Platform Module (TPM)
settings.
This screen may appear after a recovery or reset of your Surface. It tells you that a TPM
configuration change was requested.
Important
You’ll need a keyboard to complete this solution. If you don’t have a Surface Typing Cover or another USB
keyboard available, contact us.
If you see the American Megatrends TPM screen on your Surface, do the following:
Press F12. (If you’re using a Surface Typing Cover, press Fn+F12.)
This will keep your current TPM settings, and your Surface will continue to
Windows.
oIf Windows starts: Install the latest Surface and Windows updates to help
prevent future problems. For more info, see Install Surface and Windows
updates.
oIf Windows doesn’t start: If the American Megatrends TPM screen appears
again, contact us.

Large thermometer icon
What you see
A black screen with a large thermometer icon, and your Surface shuts down
immediately.
When the thermometer icon appears, it means your Surface is too hot. This device is rated
as a commercial product for operation at +32ºF (+0ºC) to +95ºF (+35ºC).
Here’s what to do to resolve this:
1.Turn your Surface off and let it cool down.
2.Keep your Surface turned off for about five minutes and move it to a cooler place.
To reduce heat related concerns, follow the guidelines published at Safety and regulatory
information.
If the thermometer icon continues to appear, contact us.
Large battery icon
What you see
A black screen with a large battery icon, and your Surface shuts down immediately.
When the battery icon appears, it means the battery is critically low. If you haven’t done so
already, plug in the power supply and charge your Surface.
If you already have the power supply plugged in, the problem may be with the power
supply or battery. Here are some solutions to try.
Solution 1: Change the power connector orientation where possible
Important
Don’t try this solution on Surface 3. The Micro USB power connector on Surface 3 plugs into the Micro
USB charging port with the power cord extending downward only.
If your Surface isn’t charging even when the power connector light is on, try this:
1.Remove the power connector from your Surface, turn it over, and plug it back in.
Make sure the connection is secure and the power connector light is on.
2.Wait 10 minutes and turn on your Surface.

If your Surface still won’t turn on, go to Solution 2.
Solution 2: Force a shut down and restart
To find out how to force your Surface to shut down and restart, see Force a shut down and
restart your Surface.
If Windows starts: The battery is probably very low and needs to charge for a while. When
the battery has at least a 40 percent charge, install the latest Surface and Windows updates
to help prevent future problems. For more info, see Install Surface and Windows updates.
If Windows doesn’t start: Your Surface needs service. Go to Send my Surface in for service.
Red screen or red bar with Microsoft or Surface logo
What you see
A red screen with the Surface logo on a black background.
A red screen means you may need to change some settings in the UEFI (Unified Extensible
Firmware Interface).
Note
Windows might prompt you for your BitLocker recovery key. If you don’t have it, you can retrieve it by
going to windows.microsoft.com/recoverykey and signing in with the same Microsoft account you use on
your Surface.
To change settings in the UEFI:
1.Go to Start , search for Manage BitLocker and select it from the list of results.
2.Select Suspend protection and select Yes to confirm.
3.Go to Start , select Settings > Update & Security > Recovery and then
select Restart now from the Advanced startup section.
4.From the Choose an option screen, select Troubleshoot > Advanced
options > UEFI Firmware Settings > Restart.
The UEFI screen will display within a few seconds.
5.Verify the following settings:
oTrusted Platform Module (TPM) should be enabled.
oSecure Boot Control should be enabled.

6.Select Exit > Restart now and, if prompted, select Yes to save the configuration and
reset.
If you continue to see the red screen when you turn your Surface on, your Surface needs
service. Go to Send my Surface in for service.
Large padlock icon
What you see
A black screen with a large white padlock icon with an X on it.
The padlock icon indicates that there’s a certificate error or a certificate is corrupted.
To resolve this, force your Surface to shut down and then turn it back on. Here’s how:
1.Press and hold the power button on your Surface for 30 seconds and then release it.
Note
If the screen flashes, continue to hold down the power button for the full 30 seconds.
2.Press and release the power button on your Surface to turn it back on.
oIf Windows starts: Install the latest Surface and Windows updates to help
prevent future problems. For more info, see Install Surface and Windows
updates.
oIf Windows doesn’t start: If forcing your Surface to restart doesn’t fix the
problem, your Surface needs service. Go to Send my Surface in for service.
Windows still doesn’t start
If you’ve tried everything and you’re still having issues, go to Device service and repairs to
start a service request.
If you experience other symptoms with your Surface, here are some helpful related
resources:
If your Surface …
Go to this page
Doesn’t turn on or respond at all when you press the
power button
Doesn’t wake from sleep
Surface won’t turn on or wake
from sleep
Turns on but the battery doesn’t charge when your
Surface is plugged in
Surface battery won’t charge

Turns on but Windows doesn’t detect the battery
Turns on but doesn’t recognize that it’s plugged in
Turns off when you remove the power supply
Turns on but Windows freezes and stops responding
Windows stops responding on
Surface