I have checked on other devices and the Windows login info I am using is correct, but when I enter the info to login on my Surface after doing a reset, it says the username and/or password are incorrect. I actually wanted to reset to factory, so don't know why it comes back to a screen with my name and asking for my windows login.
Hi Ron Tucker
Thank you for posting in Microsoft Community.
Based on the description you posted, you have an issue with Surface Go wherein you reset the Surface device back default and still ask your account to login. This may be caused by the device reset in Windows and you select keep my file option. Or the device is not completely reset it fails in the middle of the reset process and error "no change made".
Let’s work together in finding the best solution to this issue. We will ask a few questions to further isolate the issue.
Did you reset the Surface device within Windows, or you use a recovery image?
During reset did you find any error message?
When you about to reset the device did you select keep my files or remove everything?
If you want to reset the Surface device back to default, we recommend downloading and installing the USB recovery image on the Surface device. The recovery image is a fresh Windows installation specific on your Surface device model.
Here are the instructions and USB needed on how to download and reset your Surface device using the USB recovery image.
REQUIREMENTS:
USB flash drive (DO NOT use external hard drive). Minimum storage capacity needed base on your Surface type: <Surface RT and Surface 2 – at least 8 GB in size or Surface Pro models, Surface 3 and latest - at least 16 GB depending on customer’s Surface device>
NOTE: Creating a recovery drive will erase all existing files that are stored on the USB flash drive. Make sure to transfer any important data on your USB flash drive to another storage device before you proceed.
INSTRUCTIONS AND VIDEO:
https://support.microsoft.com/en-au/help/4023512/surface-creating-and-using-a-usb-recovery-drive
Download USB Recovery Image -
http://aka.ms/sri
Here's the link on how to use the recovery image.
Creating and using a USB recovery drive for Surface (microsoft.com)
Note:
After downloading complete, create a folder on the desktop and rename recovery and then extract the recovery image on the folder we create on your desktop. Once its complete. Do not copy the folder to the USB directly but, you need to open that folder and then select all the files on that folder and copy and directly paste to your USB flash drive. Then once is done copy, remove the USB and connect the USB to the Surface and follow the steps I send to your email.
When you're ready, here's how to reset your Surface:
Make sure your Surface is turned off and plugged in, and then insert the USB recovery drive into the USB port.
Press and hold the volume-down button while you press and release the power button.
When the Microsoft or Surface logo appears, release the volume-down button.
When prompted, select the language and keyboard layout you want.
Select Troubleshoot, and then
select Recover from a drive
. If prompted for a recovery key, select Skip this drive at the bottom of the screen.
Be sure to select the Troubleshoot option on this screen. Don’t select the Use a device option. If you select the Use a device option, your Surface will reboot from the USB recovery drive again and the reset process will start over.
Choose either just remove my files or fully clean the drive.
The option to clean the drive is more secure but takes much longer. For example, if you’re recycling your Surface, you should clean the drive. If you’re keeping your Surface, you just need to remove your files.
Select Recover.
Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.
I assure you once you successfully complete download and install the recovery image on your Surface, you are good to go.
Please tell me how it goes.
Kind regards,
Christopher.
Thanks for the reply. I originally reset from the device. I chose to remove everything. I have now downloaded and created a USB recovery drive. When I try to start the Surface holding volume down and power, it just goes to the same page requiring a windows password and it says my password ( which I know to be correct ) is wrong.
I can't seem to get it to the stage where it gives me the option of recovering from a drive.
When I try to reset from the device , it does eventually come to a screen at about 58% done :
American Megatrends
A configuration change was requested to enable, activate, clear , enable and activate the TPM
Press F12 to enable, activate, clear, enable, and activate the TPM
Press Esc to reject this change request and continue.
I pressed F12 and it went to a screen saying undoeing changes, and then went back to my login page where it rejects my password.
I also tried pressing Esc with the same result.
Now what???
I appreciate any help you can provide.
Hi Ron Tucker,
Thank you for getting back with us here and apologies for the delay. I will ask again a few questions regarding the reset process.
The USB that you are using is 16GB or 32GB?
When you download the recovery image did you download the latest version?
When you complete the download for the recovery image. Did you create a new folder to the desktop screen so that you can extract the recovery image on that folder?
Did you also try download the lower version of the recovery image and still not working?
We will do this step to further fix the issue.
If still not working using the lower version of the recovery image.
Next, we will need to do the Data eraser on your Surface device. (The data eraser all Microsoft format on your device and once its down we will do the recovery image again to load a fresh Windows installation on your Surface device.)
Please click this link to create a Microsoft data eraser.
Microsoft Surface Data Eraser (Surface) - Surface | Microsoft Learn
For the data eraser you need another USB flash drive like 8GB and up.
Once the Data eraser is complete on your computer. Normally the device when you turn on just a black screen.
Please connect the recovery image that you download and then follow the steps on how to use the recovery image.
Normally after the recovery image will complete you are good to go.
After the recovery image if the issue still, same it will not complete the recovery image. This is already a hardware issue on the Hard drive on your Surface that need to be repair or please the hold unit.
For this case, please see these articles below for more details in getting service for the headphones:
How to get service or repair for Surface - Microsoft Support
Get service for your out of warranty or damaged Surface - Microsoft Support
How much does out-of-warranty service cost for your Surface device or accessory? - Microsoft Support
You can also contact our live support to help your with the repair or a replacement on your Surface.
Go to
Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.
You can also check this forum article for a more detailed guide in reaching our live support:
How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community
.
Please tell me how it goes,
Kind regards,
Christopher.
How do I get the Surface to start and use the flash drive containing the recovery drive or the eraser? When i hold the f2 and power the surface logo appears, i release the F2 and it goes to the login screen instead of giving me the option to start or reset from a drive.
If i try the eraser drive i still need to get the surface to recognize the drive or start from a drive?
I did use a 36GB flash drive for the recovery and followed your instructions on creating the image, extracting to a folder on my desktop and then copying it to the flash drive.
How do I get the Surface to start and use the flash drive containing the recovery drive or the eraser? When i hold the f2 and power the surface logo appears, i release the F2 and it goes to the login screen instead of giving me the option to start or reset from a drive.
If i try the eraser drive i still need to get the surface to recognize the drive or start from a drive?
I did use a 36GB flash drive for the recovery and followed your instructions on creating the image, extracting to a folder on my desktop and then copying it to the flash drive.
