My name is***** am sorry to hear that you are having this issue.
I will be glad to assist you with this.
The best option will be to use a screen connect remote session so that I can connect to your computer directly and check on this for you.
I will send you the info.
Would you like to use a screen connect remote session so that I can connect to your computer directly and check on this for you?
okay, try a Reset on your Surface
Resetting lets you choose whether to keep your files or remove them, and then reinstalls Windows. Here’s how:
Step 1:Go to Start , and select Settings > Update & security > Recovery.
Step 2:Under Reset this PC, select Get started and choose an option.
You can also follow these steps>
Step 1:From the Windows sign-in screen, select Power .
Step 2:Hold down the Shift key and the Alt key and select Restart.
Step 3:On the Choose an option screen, select Troubleshoot.
Step 4:Select Reset this PC.