Surface turns on but is stuck on a drive icon

Solution 1: Wait for 5 minutes

If the Surface device previously experienced an unexpected shutdown, the SSD drive cache might have been corrupted, and you'll see the drive cache rebuild icon in the lower right corner of your screen. Wait for at least 5 minutes for the cache to be rebuilt.

If the icon is still on the screen after 5 minutes: Go to Solution 2.

Solution 2: Force restart

Press and hold the power button until the logo screen appears (about 20 seconds). See Force a shut down and restart your Surface for more info.

If Windows starts after you force a shut down and restart: Install the latest Surface and Windows updates to help prevent future problems. For more info, see Download drivers and firmware for Surface.

If Windows doesn’t start: Go to Solution 3.

Solution 3: Reset your Surface using a USB recovery drive

Start your Surface by using a USB recovery drive: Insert the USB recovery drive into the USB port on your Surface, and then press and hold the volume-down button while you press and release the power button. When the Surface logo appears, release the volume-down button. For more info, see Creating and using a USB recovery drive for Surface.

Still having issues?

If these steps don't resolve the problem, you can submit a service order to Microsoft to access available repair or replacement options. Go to Device Service and Repair, register, and then select your Surface to start a service order.

If your Surface is no longer within warranty, you can find out about out-of-warranty service fees.