If your Surface Pro is experiencing issues that have not been resolved by conducing a reboot i.e. touch screen not working, then you may need to reset the device to the default factory settings 


To conduct a factory reset you will need to 

  • Create a recovery drive  - see steps 1-4
  • Reset your Surface Pro using the recovery drive - see steps 6-13


Create a recovery drive 

  1. Firstly, you will need to create a recovery drive. To do this you will need to be on the Surface Pro and type 'Create a recovery drive' in the search box/file explorer address bar. 
  2. When the tool opens, make sure Back up system files to the recovery drive is selected and then select Next
  3. Connect a USB drive to your Surface Pro, select it, and then select Next > Create. A lot of files need to be copied to the recovery drive, so this might take a while
  4. When it’s done, you might see a Delete the recovery partition from your PC link on the final screen. If you want to free up drive space on your Surface Pro, select the link and then select Delete. If not, select Finish


Important - A reset returns your Surface to its factory settings. It deletes all of your personal files, resets your settings, and removes all apps that you installed. 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.


Reset your Surface Pro using the recovery drive 


       6.  Make sure your Surface Pro is turned off and plugged in, then insert the USB recovery drive into the USB port

       7.  Press and hold the volume-down button while you press and release the power button 

       8.  When the Surface logo appears, release the volume button

       9.  When prompted, select the language for the keyboard layout you want 

     10.  Select Troubleshoot > Recover from a drive. if prompted for a recovery key, select Skip this Drive at the bottom of the screen 

     11.  Select the target operating system you need to reset. (this refers to the current operating system installed on your Surface i.e.                       Windows 10 

      12. 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 are recycling your Surface Pro, you should clean the drive, if you are keeping your Surface Pro, you just need                to remove your files 

       13. Select Recover. The Surface Pro will restart and displays the Surface logo while the reset process continues, this can take several              minutes 



If this doesn't resolve the issue you may want to try contacting Microsoft for further assistance see Contacting Microsoft in the event of hardware problem