background image

6.

 

Select Exit > Restart now and, if prompted, select Yes to save the configuration and 

reset. 

If you continue to see the red screen when you turn your Surface on, your Surface needs 
service. Go to 

Send my Surface in for service

. 

Large padlock icon

 

What you see 

 

A black screen with a large white padlock icon with an X on it. 

The padlock icon indicates that there’s a certificate error or a certificate is corrupted. 

To resolve this, force your Surface to shut down and then turn it back on. Here’s how: 

1.

 

Press and hold the power button on your Surface for 30 seconds and then release it. 

Note 

If the screen flashes, continue to hold down the power button for the full 30 seconds. 

2.

 

Press and release the power button on your Surface to turn it back on. 

o

 

If Windows starts: Install the latest Surface and Windows updates to help 
prevent future problems. For more info, see 

Install Surface and Windows 

updates

. 

o

 

If Windows doesn’t start: If forcing your Surface to restart doesn’t fix the 
problem, your Surface needs service. Go to 

Send my Surface in for service

. 

Windows still doesn’t start

 

If you’ve tried everything and you’re still having issues, go to 

Device service and repairs

 to 

start a service request. 

If you experience other symptoms with your Surface, here are some helpful related 
resources: 

If your Surface … 

Go to this page 

 

Doesn’t turn on or respond at all when you press the 
power button 

 

Doesn’t wake from sleep 

Surface won’t turn on or wake 
from sleep

 

 

Turns on but the battery doesn’t charge when your 
Surface is plugged in 

Surface battery won’t charge

 

Содержание Surface LQN-00004

Страница 1: ...wer connector light is on when its plugged in to your Surface Leave your Surface plugged in to the power supply included with the device but remove everything else that s connected to it including the...

Страница 2: ...d or backlit screen What you see A blank black blue or other dark colored screen with no Surface logo The screen may appear to be backlit or it might be backlit just around the edges The screen may be...

Страница 3: ...e 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 Cr...

Страница 4: ...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 Automatic Repair screen...

Страница 5: ...ry to find and fix the problem o If Windows starts Install the latest Surface and Windows updates to help prevent future problems For more info see Install Surface and Windows updates o If Windows doe...

Страница 6: ...s for example Microsoft Office that you plan to reinstall after the reset This includes desktop apps you installed from websites or USB drives Here s how to reset your Surface 1 On the Choose an optio...

Страница 7: ...lease the power button When the Surface logo appears release the volume down button For more info see Creating and using a USB recovery drive Choose an option screen What you see A blue Choose an opti...

Страница 8: ...ch you re restoring your Surface Here s how to do a system restore on your Surface 1 On the Choose an option screen select Troubleshoot Advanced options 2 Select System Restore and follow the on scree...

Страница 9: ...Megatrends TPM security options screen What you see A black screen with American Megatrends at the top The screen contains configuration options for the Trusted Platform Module TPM settings This scree...

Страница 10: ...e battery icon and your Surface shuts down immediately When the battery icon appears it means the battery is critically low If you haven t done so already plug in the power supply and charge your Surf...

Страница 11: ...A red screen means you may need to change some settings in the UEFI Unified Extensible Firmware Interface Note Windows might prompt you for your BitLocker recovery key If you don t have it you can ret...

Страница 12: ...ss and release the power button on your Surface to turn it back on o If Windows starts Install the latest Surface and Windows updates to help prevent future problems For more info see Install Surface...

Страница 13: ...indows doesn t detect the battery Turns on but doesn t recognize that it s plugged in Turns off when you remove the power supply Turns on but Windows freezes and stops responding Windows stops respond...

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