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GeekGal
GeekGal, Computer Support Specialist
Category: Computer
Satisfied Customers: 1109
Experience:  MIS degree and 15+ years experience with both Mac and Windows hardware & software
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My surface tablet will not accept my password, Surface Pro

Customer Question

my surface tablet will not accept my password
JA: Just to clarify, what's the exact make and model of your tablet computer?
Customer: Surface Pro 2
JA: Have you installed any updates recently?
Customer: No
JA: Anything else you want the computer expert to know before I connect you?
Customer: Its telling me I need a disc or usb to reset
Submitted: 2 months ago.
Category: Computer
Expert:  Viet - Computer Tech replied 2 months ago.

Hi,

I'm sorry about the issue. Does your Surface Pro 2 laptop have Windows 7 or 8 or 10?

Is the CAPS lock key or NUM lock key showing On or Off on your laptop's keyboard?

Do you remember your exact email password? (It is case-sensitive.)

Is it okay to reset the laptop fresh, so you can re-set it up fresh, like brand-new, with a new password ***** want?

Please reply at the box below. Thank you,

Customer: replied 2 months ago.
Its Windows 8, caps lock is not on. yes you can reset if necessary.
Expert:  Viet - Computer Tech replied 2 months ago.

Thank you. Please try the following steps:

  1. At the password ***** login screen, press and keep holding the Shift key on the keyboard.
  2. Click on the Power icon, then click on the option Restart while still holding the Shift key.
  3. When a menu appears, then you can release the Shift key.
  4. When prompted, click on the Troubleshoot option.
  5. Then select the option Reset your PC, and continue.
  6. When prompted, select the option "Just remove files.", and continue.

- Do you see a menu / the Troubleshoot option when trying the above steps?

Please reply at the box below to continue. Thank you,

Customer: replied 2 months ago.
There is no restart button.
Customer: replied 2 months ago.
I received a message. could not restart without disc or USB
Expert:  Viet - Computer Tech replied 2 months ago.

Do you see the Power icon at the bottom? (It's a circular icon with a dash in it). If yes, what do you see when clicking on the Power icon?

Customer: replied 2 months ago.
Oh! sleep, shut down, Restart, LOL!!
Expert:  Viet - Computer Tech replied 2 months ago.

LOL. Please try my steps again. Please let me know. Thank you,

Customer: replied 2 months ago.
ok. the menu is up finally!
Expert:  Viet - Computer Tech replied 2 months ago.

Great. At the menu, please select the option Troubleshoot. Then select the option Reset your PC, and continue. When prompted, select the option "Just remove files", and continue.

Please let me know. Thank you,

Customer: replied 2 months ago.
Recovery message comes up again. Needs a USB or disc to repair
Expert:  Viet - Computer Tech replied 2 months ago.

I'm sorry. Do you have another working computer and a USB flash drive? Here is the new solution:

https://www.microsoft.com/surface/en-us/support/warranty-service-and-recovery/downloadablerecoveryimage

https://www.microsoft.com/surface/en-us/support/storage-files-and-folders/create-a-recovery-drive?os=windows-10&=undefined

Let me open this issue to other experts also. Thank you for your patience,

Customer: replied 2 months ago.
I have a USB drive and this computer, a laptop.
Customer: replied 2 months ago.
should I go to this site?
Expert:  GeekGal replied 2 months ago.

Hello. My name is*****'m sorry that you've had to wait for help. Please click the link below.

https://www.microsoft.com/surface/en-us/support/warranty-service-and-recovery/downloadablerecoveryimage

Type in the requested information and follow the instructions on the screen. What you'll be doing is creating a recovery drive that you can use to get back into your surface. Please let me know if you have any questions.

If you'd like, I can offer the PREMIUM SERVICE of a SECURE REMOTE CONNECTION. This will allow me to see exactly what is happening on your computer and to work on the problem while you watch. This is completely optional. If you do not choose to take this service, I will walk you through a solution step by step here.

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