Reset or recover your Surface

Having trouble with your Surface? If you've tried basic troubleshooting options, you may need to reset or recover your Surface. Here are some common issues and solutions:

Your Surface turns on, but isn't working well: Reset your Surface

Before you reset your device and reinstall Windows, you can choose to keep your files or remove them. If you can't sign in to Windows, try retrieving your password before performing a reset. To learn more, see When you can't sign in to your Microsoft account.

Here’s how to reset your Surface:

  1. Select Start > Settings > System  > Recovery.

    Open Recovery

  2. Next to Reset this PC, select Reset PC and choose an option:

    • Keep my files—Reinstalls Windows 11 but keeps your personal files and any apps that came with your PC. This option removes changes you made to settings, as well as apps and drivers you installed.

      Note

      We recommend trying this option first unless you’re donating, recycling, or selling your Surface.

    • Remove everything—Reinstalls Windows 11 and any apps that came with your PC. This option removes personal files, changes you made to settings, and apps and drivers you installed.

      Note

      If you're planning to donate, recycle, or sell your Surface, or send it in for replacement, use this option and choose to fully clean the drive. This might take an hour or two, but it makes it harder for other people to recover files you've removed.

  3. Select Cloud download or Local reinstall. We recommend using Cloud download. Make sure your Surface is connected to the internet. 

You can also get to the reset option by restarting your Surface from the sign-in screen. Here’s how:

  1. On your keyboard, press the Windows logo key + L. If you need to, dismiss the lock screen.
  2. Hold the Shift key down while you select Power > Restart in the lower-right corner of the screen.
  3. After your Surface restarts to the Choose an option screen, select Troubleshoot > Reset this PC.

If you are having problems performing a reset

If you are not able to use the Windows reset feature, here are some things to try:

Windows won't start or isn't responding: Use a recovery drive to reinstall Windows

A recovery drive lets you reset your Surface to its factory condition and can help you troubleshoot and fix problems with your Surface device. It reinstalls the Windows operating system, deletes all your personal files, resets your settings, and removes all apps that you installed.

Note

This video is available in English only.

For more info about using a recovery drive to reinstall Windows, see Creating and using a Surface USB recovery drive.