Hi Shokhoa,
Thanks for reaching out to the forum. Is this a laptop or a surface device?
Can you share the make and model and the specifications?
Was the device sent in for repair?
Regards,
Rez
Blue Screen and not able to use the device
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Kotelo, Shokhoa
20
Reputation points
The following device: <PII Removed>
is giving us the Blue screen. This was a replacement for the faulty device. This is new.
Please advise.
Many thanks.
Best regards,
Shokhoa
Surface | Surface Pro | Performance and maintenance
Answer accepted by question author
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Rez 10,615 Reputation points Independent Advisor2025-11-06T13:56:20.16+00:00 -
Barb Bowman 80,195 Reputation points MVP Volunteer Moderator2025-11-06T14:51:28.41+00:00 Shokoa posted the serial number. You should know how to find the model Surface from a serial number.
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Kotelo, Shokhoa 20 Reputation points
2025-11-06T15:24:48.08+00:00 Hello Rez,
This is a Surface Pro device -
Rez 10,615 Reputation points Independent Advisor
2025-11-06T19:56:41.24+00:00 Hello Shokoa,
Apologies for my delayed response. To reset your device, since it won't boot. you can use Advanced Startup (hold Shift while clicking Restart) or a USB recovery drive from Microsoft’s recovery page.
Here’s how to reset your Surface Pro without logging in or using a USB recovery drive:
Without Logging In (via Advanced Startup)
Turn off your Surface.
Press and hold the Volume Up button, then press and release the Power button.
Keep holding Volume Up until the UEFI screen appears.
From there, go to Troubleshoot > Reset this PC.
Choose Keep my files or Remove everything, then follow the prompts.
Using a USB Recovery Drive
On another PC, download the recovery image from Microsoft’s Surface Recovery page.
Create a USB recovery drive using the downloaded image.
Insert the USB into your Surface, then hold Volume Down and press Power to boot from USB.
Select Troubleshoot > Reset this PC, then choose your preferred option.
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Rez 10,615 Reputation points Independent Advisor
2025-11-06T19:58:05.04+00:00 If the reset won't work, you can download the official recovery image for your Surface Pro from Microsoft’s support page:
Surface Recovery Image Download.
Once there:
Sign in with your Microsoft account.
Select your Surface model and enter its serial number.
Download the ZIP file (it can be large, around 8–12 GB).
Use a blank USB drive (32 GB recommended) and format it as FAT32.
Extract the ZIP contents to the USB drive to create your recovery media.
Hope these steps help you.
Kind regards,
Rez
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Barb Bowman 80,195 Reputation points MVP Volunteer Moderator
2025-11-06T14:50:28.27+00:00 Shokoa,
Try the official downloadable recovery image for your Surface Pro 9. https://support.microsoft.com/en-us/surface-recovery-image If reimaging with this does not resolve the problem, you will need to exchange (again).