![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(128, 8%, 22%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EA%3C/text%3E%3C/svg%3E)
Hello, Warminster.
Welcome to Microsoft Community!
It has come to my attention that you are experiencing an unexpected failure to boot with your Surface Laptop 3.
To resolve this issue, you have tried using the recovery driver, but it seems to have failed to work.
I assume that you have obtained the corresponding recovery image for your Surface Laptop 3 through this link:
Surface Recovery Image Download - Microsoft Support
After downloading the recovery image .zip file, we usually follow the steps below to create the recovery drive:
- Insert the USB recovery drive into the USB port.
- Select Start, enter recovery drive, and then select Create a recovery driveor Recovery Drive from the results. You may need to enter an admin password or confirm your choice.
- In the User Account Control box, select Yes.
- Clear the Back up system files to the recovery drive check box and then select Next.
- Select your USB drive, and then select Next > Create. Some utilities need to be copied to the recovery drive, so this might take a few minutes.
- When the recovery drive is ready, select Finish.
- Double-click the recovery image .zip file that you previously downloaded to open it.
- Select all the files from the recovery image folder, copy them to the USB recovery drive you created, and then select Choose to replace the files in the destination.
- After the files have finished copying, select the Safely Remove Hardware and Eject Media icon on the taskbar, and remove your USB.
Next, we will boot from a USB drive to reset your Surface
Before you begin, make sure you have access to the product keys and installation files for any desktop apps, such as Microsoft Office, that you plan to reinstall after the reset.
When you're ready, here's how to reset your Surface:
- Make sure your Surface is turned off and plugged in, and then insert the USB recovery drive into the USB port.
- Press and hold the volume-down button while you press and release the power button.
- When the Microsoft or Surface logo appears, release the volume-down button.
- When prompted, select the language and keyboard layout you want.
- Select Recover from a drive or Troubleshoot > Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.
- Choose either Just remove my files or Fully clean the drive.
The option to clean the drive is more secure but takes much longer. For example, if you’re recycling your Surface, you should clean the drive. If you’re keeping your Surface, you just need to remove your files. - Select Recover.
Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.
If you are still experiencing problems after following the above exactly, then we need to consider performing a hardware level test on your Surface Laptop 3 device.
It is possible that the sudden unbootable condition you are experiencing could be the cause of the recovery failure. I would recommend you send your Surface Laptop 3 to the Surface support team and after describing the issue, they will provide you with the relevant assistance.
I can direct you to Surface Live support, who can help you create a service order:
- Use your personal Microsoft account (not your organization account) to access the following links:
- Type Surface, press Enter, and click "Contact Support" at the bottom:
- Select Technical Support and select the device model you are currently using in Produce family, then click Confirm:
- You will see contact options for Chat support and Phone support, please contact them during business hours:
I wish you all the best.
Best Regards.
Leo.L - Microsoft Community Support Specialist