How reset my surface laptop

Hello,

Thank you for posting in Microsoft Community.

I am aware that you're having trouble resetting your Surface Go 2. If you're unable to access the Troubleshoot options, you can try resetting your device using the following steps:

1. Press and hold the power button on your Surface Go 2 for 30 seconds.

2. Release the power button, then press and hold the volume up button and the power button at the same time for 15 seconds.

3. Release both buttons and wait for your Surface Go 2 to restart. Allow your device to restart into Automatic Repair and select Advanced options to enter WinRE(Windows Recovery Environment ).

If this doesn't work, you may need to recover your Surface from a USB recovery drive. This will reimage the entire device and reload Windows including the drivers and firmware. It is the most complete form of Reset and it will wipe out everything on the device. You will need also a 16GB/32GB of flash driver that must be formatted into FAT32 prior to downloading the Recovery image. See steps below for guidance.

To download the Recovery Image: You'll another working device running on Windows.

1. Visit the page to Download the recovery image for your Surface

2. Sign in with your Microsoft Account

3. From the list of Surface devices available, select the device that you need a recovery image for

4. Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device.

5. Download the recovery image using the button on the page

6. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery drive.

 Format USB Drive:

1. Insert your USB drive into the USB port of your PC.

2. From the desktop, open File Explorer

3. Tap and hold or right-click on the USB drive and choose Format.

4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start

5. Tap or click OK to erase the contents of the USB drive

6. Tap or click OK when the format is complete

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.

2. Select the USB drive you formatted earlier for the location and click Extract.

Use a USB recovery drive to reset your Surface:

1. Shutdown the Surface

2. Insert the USB recovery drive into the USB port

3. Press and hold the volume-down (-) rocker

4. Press and release the power button

5. When the Surface logo appears, release the volume-down (-) rocker

6. Surface will start the recovery software on the USB recovery drive

7. When prompted, choose your language options and keyboard layout.

8. Select Troubleshoot

9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.

10. If prompted, select Repartition the drives

11. If prompted for BitLocker Key, tap Skip this Drive.

Kind regards,

Lavenia

Hello,

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com).

Thank you for understanding. 

Kind regards,

Lavenia