Surface pro 6 won't load after restart but will after shut down

[Nicola Wilson]

My pro will never load after a restart. I can get it to load using soft and hard resets but sometimes these do not work and I have to leave my device for an hour or so till it responds again. If I shut down, rather than restart, then switch it on works no problem. My battery is on full and plugged in.

 

[sharpuser]

Hello, @Nicola Wilson

Thanks for joining the community. Sorry you're having problems normally retarting your Surface Pro 6.

There is a well-written procedure for you to try and have Windows 10 repair itself here. Let us know if this helps.

 

[Nicola Wilson]

Hello, @Nicola Wilson

Thanks for joining the community. Sorry you're having problems normally retarting your Surface Pro 6.

There is a well-written procedure for you to try and have Windows 10 repair itself here. Let us know if this helps.

This hasn’t worked. When I ask it to do startup repair it loads for a bit the says it repair could not repair your pc. I asked it to continue to windows 10 and it switched off and now won’t load at all. When I restart and go into command prompt it restarts and switches off.

 

[Nicola Wilson]

It is also happening during shut down now as well. There doesn’t seem to be a pattern for when it switches on sometimes soft reset works other times hard reset sometimes it will come on after a few minutes other times an hour. Sometimes when I unplug it plug back in sometimes when I remove the keyboard or plug it back in. I’m wondering if it’s a hardware problem?

 

[sharpuser]

Do you have a recovery drive?

 

[Nicola Wilson]

Do you have a recovery drive?

No recovery drive

 

[sharpuser]

Okay. Find a USB flash drive with at least 64GB. Then create a "recovery drive" by searching for "create a recovery drive". This software will install a bootable version of Windows 10 on your flash drive, allowing you to boot to it, then repair your SP6.

Before you start, it would be a good idea to make sure you back up your documents/files to OneDrive.

Please read this article:
https://support.microsoft.com/en-us/help/4026852/windows-create-a-recovery-drive