Hello
I have a Microsoft Surface 3 (not pro) and I am trying to reset to factory condition. I was unable to do it on the computer itself by selecting reset under security settings, it simply didn't work.
i created on another pc a USB bootable drive as per ms instructions.
I rebooted my surface 3 with the USB in, pressing vol and on button and got the boot screen. Not sure what has happened but I cannot get beyond that.
I enter the option to reinstall windows, 'setup is starting'...., accept licence etc
Then if follow install windows prompts it takes me to 'where do you want to install windows?', options all Drive 0 and 1) unallocated space 2) partition 1, 3) partition 2, 4) unallocated space, 5)recovery image.
The error message says Windows can't be installed in any of the ones - I tried them all.
On partition 2 it says I can't install windows because bitlocker drive encryption is enabled..... It seems to suggest I need to suspend/disable in the control panel... but I can't get there as I can't turn the thing on!!
I have correct bitlocker number.
On start up repair I put in the bitlocker number, it diagnoses and my PC but then says start up can't repair it.
If I try and start without any USB in the drive i have trusted platform module enabled, advance device security, kiosk mode, device info, config alt system boot order (set to SSD only, but could change to network usb ssd), admin password, or exit
I AM STUCK!! Can anyone please help me? A million thanks in advance
***Moved from Windows 10/Windows updates, recovery, & backup
Hi AACMAT,
Thank you for reaching out to Microsoft Community.
Please run first the
Microsoft Surface Data Eraser Tool
on your Surface 3 then perform the clean installation of Windows using a USB Recovery Image again. Steps for the Data Eraser Tool are provided here:
Microsoft Surface Data Eraser Tool
.
In regards with the USB Recovery Image, please follow these steps:
This option will reimage the entire device and reload Windows including the drivers and firmware. It is the most complete form of Reset. You will need also a 16GB/32GB of flash drive that must be formatted into FAT32 prior to downloading the Recovery Image.
If you like to try, you can follow the steps provided below:
How to Download, Create and Use a USB recovery drive
To download the Recovery Image:
You'll need a PC running Windows 7 or later or Surface Device.
Visit the page to
Download the recovery image for your Surface
Sign in with your Microsoft Account
From the list of Surface devices available, select the device that you need a recovery image for
Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter
the serial number for that device
4. Download the recovery image using the button on the page
5. When the download bar pops up at the bottom of your screen,
save
the file in a location you will be able to find it.
Format USB Drive:
Note:
Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface
USB recovery drive.
Insert your USB drive into the USB port of your PC.
From the desktop, open File Explorer
Tap and hold or right-click on the USB drive and choose Format
Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
Tap or click OK to erase the contents of the USB drive
Tap or click OK when the format is complete
Create a recovery drive:
On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
Select the USB drive you formatted earlier for the location and click Extract.
Use a USB recovery drive to reset your Surface:
Shutdown the Surface
Insert the USB recovery drive into the USB port
Press and hold the volume-down (-) rocker
Press and release the power button
When the Surface logo appears, release the volume-down (-) rocker
Surface will start the recovery software on the USB recovery drive
When prompted, choose your language options and keyboard layout
Select Troubleshoot
Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
If prompted, select Repartition the drives
If prompted for BitLocker Key, tap Skip this Drive
If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to
update us so we can further assist you.
Kind Regards,
Marrion Y.
