Microsoft surface studio stuck on windows logo

If your Surface Studio is stuck on the Windows logo and you are unable to proceed past the BitLocker recovery prompt, here are some steps you can try:

1. BitLocker Recovery Key: Ensure that you are entering the correct BitLocker recovery key. You can obtain this key from your Microsoft account if it was saved there.
2. Booting from Recovery USB: Since you have created a recovery USB, make sure that your Surface is set to boot from USB. You may need to access the UEFI settings to enable the USB boot option. To do this:
   • Shut down your Surface device.
   • Insert the bootable USB drive.
   • Press and hold the Volume Down button, then press and release the Power button.
   • Release the Volume Down button once you see the Surface logo.
3. Surface Data Eraser: If you have the Surface Data Eraser USB, ensure that you are following the correct steps to boot from it. Insert the USB, turn off the device, hold the Volume Down button, and then press the Power button. If it does not boot, you may need to enable the Enable Alternate Boot Sequence option in the UEFI settings.
4. Removing BitLocker Protectors: If the device is still prompting for the BitLocker key and not proceeding, you may need to remove the BitLocker protectors from the boot drive using the recovery key and a recovery image. This can help restore the ability to boot.
5. Contact Support: If none of these steps work, consider reaching out to Microsoft Support for further assistance, especially since your device is still relatively new and may have warranty options available despite being in a different country.

These steps should help you troubleshoot the issue with your Surface Studio.

References:

• Prompted for BitLocker recovery key after installing updates to Surface UEFI or TPM firmware on Surface device
• Recovery tool (IT Toolkit)

I already did all of these, how can I speak with Microsoft support also device is out of warranty, I am in the Philippines now

Hey Rowell, that does sound super annoying! When a Surface Studio gets stuck on the logo and keeps looping back to BitLocker, even with the right key, it usually means the boot stuff is messed up or the SSD is failing. Since the recovery USB isn’t working, here’s what you can do:

First, try another USB spot and reformat the recovery drive using the Surface Recovery Image tool. Make sure it’s FAT32 and made on a Windows PC.

Next, turn off Secure Boot in UEFI (hold Volume Up while pressing Power) and see if the USB boots.

If it still loops, the SSD or TPM might be broken. If that's the case, reinstalling Windows won’t fix it because the hardware isn't working right.

Since it’s out of warranty and you’re in the Philippines, Microsoft won’t fix it for free. But, you can hit them up for paid help or go to a certified repair place. You might need a new SSD or motherboard repair.

Since Microsoft doesn't officially sell Surface devices in the Philippines, there aren't any official service centers. Usually, they suggest sending your Surface back to where you bought it (Australia, in your case) or to a nearby place that does Surface repairs. You can start a repair request on Microsoft Support, and they'll tell you how to ship it.

If you'd rather keep it local, here are some options:

• RepairAdvise Philippines: They fix Surface issues like screens, batteries, and motherboards. They aren't Microsoft-approved, but they're a known local choice. Check them out at repairadvise.com.ph.
• PowerFix Philippines: They repair laptops and tablets all over the country, offering diagnostics and replacements. Their site is powerfix.ph.
• Local computer shops in Rizal/Metro Manila: Places like WorkshopFix and P.C. Republic can tackle tricky laptop fixes. They might not be Surface experts, but can try fixing SSD or motherboard problems.

For the safest option with real parts, go with Microsoft's mail-in service. But for quicker, cheaper repairs, local shops are your best bet.

Just a disclaimer, opting for third party repairs may void the warranty and the legitimacy of the parts replacement and the process of repair being followed conforming to Microsoft's repair process.

First, try the recovery process with a new 16 or 32GB USB stick (nothing larger) which is formatted FAT32 in a Windows 10 or 11 PC. Then, download the recovery image again and prepare it in a Windows 10 or 11 PC. See https://support.microsoft.com/en-us/surface/creating-and-using-a-usb-recovery-drive-for-surface-677852e2-ed34-45cb-40ef-398fc7d62c07

Surface is sold and serviced in specific countries, please see Surface | Official Worldwide International Sites (microsoft.com)

If you are not in a supported country like the Philippines, you will need to send your device to a friend who is in a supported country and have them open a support case for an out of warranty exchange. That friend will have to make the arrangements and pay for service, receive the replacement and send it on to you.