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We have a Microsoft Surface Pro 7 that won't start, and appears is no longer finding the boot drive

We have a Microsoft Surface Pro 7 that won't start, and appears is no longer finding the boot drive. Symptom is when you press the power button, the Windows logo (and nothing else) shows on the screen for 3 seconds, and then disappears and the screen goes black (powering off most likely). Holding the power button for 20 seconds only cycles that Windows logo on and off again, over and over. Have also tried holding power button, and then pressing Volume UP button and releasing power - same thing. Never get any spiraling circles indicating that its booting. Have called Microsoft and they say "we currently do not offer repair options - only replacement". Problem is we have data on the tablet that was not backed up (did not realize our backup method was failing). Is there anything anyone can offer for salvaging this tablet? Thank you

Andrew Porter

Have you made any attempts at recovery using a USB drive setup with the media creation toolkit from Microsoft? You may be able to boot to the USB and repair the OS.

Also, are you able to get into the BIOS? If so, I would reset the settings there?

One last thought, any option for an external monitor? Perhaps it's only the screen that's malfunctioning.

ASKER CERTIFIED SOLUTION

William Fulks

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Damian Gardner

ASKER

so far, there's no change. it just flashes the Windows logo for 2 seconds, and turns off - no matter which volume button I'm holding down. This is a Pro 5 - not sure if that makes a difference in the procedure to get it to boot from a flash drive. also I'm not able to get into BIOS, so far.

Damian Gardner

ASKER

Zero response, besides the Windows logo. Is this thing shot?

rindi

Is it connected to the Powersupply while trying that? Does the PSU LED light up when connected? Maybe the battery is bad or not charging, or the PSU is failing.

Damian Gardner

ASKER

Sorry - I forgot to mention that I am doing this while the power cable is magnetically attached. yeah - the LED is on solid - not blinking. seems like the power is good, from what I can see. its just strange that it won't let me even enter the BIOS. (These are not my favorite mobile computers!)

William Fulks

If you really need that data off there, here are some guides that include how to remove the drive from the Surface. Sounds like something is fried in there. Bad RAM, maybe? It's hard to diagnose those things and I think Microsoft wants it that way.
https://www.microsoft.com/en-us/download/100440

Damian Gardner

ASKER

Looks like it won't be so easy breaking into this model - its the Pro 5, and Microsoft made it tough to get into it. I'm just gonna take the loss on this one - appreciate your help guys. I'll divy up the points and thanks again.

rindi

That's the problem with most surfaces. For example the one I have, even if you can open it without damaging the display, you can replace much (the SSD & RAM is soldered on).

With current models they do now sell tools which help opening them without damaging them. But that is only with new models...

William Fulks

Were you able to get it working?

Damian Gardner

ASKER

Hi William - unfortunately not. Something must be burned out inside, as I was not able to get it to boot into the BIOS or from a USB drive, no matter what. Just taking the loss and shipping it to Microsoft for a replacement unit.

thanks for all your help.