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Download drivers and firmware for Surface and download the .msi file.
- If there's not an .msi file that corresponds to the build of Windows 10 you have installed, select the .msi file that's closest to your build number.
- To find out which version and build of Windows you're using, select
Start > Settings > System >
About , then look under Windows Specifications to find your operating system version and OS build number.
If the issue persisted, try each form of Reset below and see test:
Fresh Start:
Fresh Start is the least intrusive form of reset.
You will not lose any files or personal information.
You will need to reinstall desktop programs.
Fresh Start also ensures you have has all available updates once complete.
If there is an issue with Windows itself, the issue may still occur after a reset.
Fresh Start
Go to Start > Settings > Update & security > Recovery.
Under "More recovery options," select Learn how to start fresh with a clean installation of Windows. Follow the on-screen instructions.
Reset from within Windows:
This option uses the devices Hard Drive Partition to reimage the device.
This option can delete personal data (You can choose Keep my files or Remove everything).
You will need to reinstall desktop apps.
You will need to run updates upon completion.
If there is an issue with the partition, the issue may still occur after the reset.
Reset from within Windows
Go to Start > Settings > Update & security > Recovery.
Under Reset this PC, select Get Started. Follow on screen instructions.
USB recovery:
This option reimages the entire device, including the partition on the hard drive.
It is the most complete form of reset.
You will need to back up their personal data.
You will need to reinstall desktop apps. You will need to run updates after completion.
If the issue occurs after a reset, then the root cause is very likely hardware related.
USB recovery
You will need to download and set up a recovery image on a USB drive. Send the USB recovery link to the customer and
help them get started. Information on what size and type of drive is provided at the destination page.