Surface Pro 11 stuck on lock screen

Hi Johnelle G,

Thank you for reaching out to Microsoft Q&A forum.

I can see that Q&A Assist has already walked you through a few initial steps. If you’ve tried those without success as the keyboard and touch input are still not responding, the next recommended step is to reinstall Windows using a Surface USB recovery drive. This performs a clean reinstallation of Windows along with the correct Surface drivers and is often effective when the built‑in reset doesn’t fully complete.

*Disclaimer: Since the Surface is currently stuck at the lock screen and neither the keyboard nor touch input is responding, we’ve reached the point where standard troubleshooting options are no longer available. The next recommended step is to reinstall Windows using a Surface USB recovery drive to restore the device to a working state. Please note that this process will remove existing data on the device, and any files that were not previously backed up may not be recoverable.

If you’re able to, you can create the USB recovery drive on another working Windows PC and then use it to recover your Surface. During this process, you will need to connect an external USB keyboard and mouse if touch input isn’t available.

If the USB recovery drive does not work or if the device still doesn’t respond even during recovery, this usually indicates a hardware‑related issue rather than a software one. In that case, the best next step would be to submit a repair request with Microsoft or have the device checked at an authorized Surface service provider for further diagnosis.

I know this isn’t the outcome anyone hopes for, but these steps will help determine whether the issue can be resolved through recovery or if the device needs hands‑on servicing.

Please let me know how it goes, and feel free to reply if you run into any issues.

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Try these steps in order, checking after each step to see if the keyboard or touch starts responding so the lock screen can be cleared.

1. Force restart Surface Pro 11
   • Press and hold the Power button for a full 20 seconds, then release it.
   • Wait a few seconds, then press Power once to turn it back on.
   • This addresses cases where Surface turns on but is stuck on a logo or other screen and is the first recommended action when Surface won’t start correctly.
2. Disconnect accessories and charge
   • Unplug all USB devices, hubs, external displays, and detach the Type Cover/keyboard if possible.
   • Connect the original Surface charger and let it charge for at least 15 minutes.
   • Turn it on again and test keyboard and touch on the lock screen.
3. Try waking with keyboard shortcut
   • If the screen appears frozen on the lock screen, press: Ctrl + Shift + Windows logo key + B.
   • This shortcut is recommended to wake or refresh the display when Surface appears stuck.
4. Test touch in UEFI (to see if it’s a hardware or Windows problem)
   • Shut down: Start > Power > Shut down (if possible). If not, hold Power until it turns off.
   • When it is off, press and hold Volume Up, then press and release Power, keeping Volume Up held until the Surface or Microsoft logo appears.
   • In the UEFI menu, try tapping items on the screen:
     • If touch does not work in UEFI, the touchscreen likely has a hardware failure and the device needs servicing.
     • If touch works in UEFI, exit UEFI and restart Windows; the issue is likely with Windows or drivers.
5. If Windows starts but still won’t work properly after reset
   • If sign-in can be completed using an external USB keyboard or mouse, consider resetting Windows again from within Windows:
     • Go to Start > Settings > System > Recovery.
     • Under Reset this PC, select Reset PC.
     • First try Keep my files to reinstall Windows while keeping personal files and built-in apps.
   • If Windows will not start or respond at all, use a USB recovery drive for Surface to reinstall Windows as described in the reset/recovery guidance.
6. If reset/recovery cannot be completed or input still does not work
   • If touch does not work in UEFI, or the device remains stuck on the lock screen with no input after the steps above, service is required.
   • Options include:
     • Sending the device to Microsoft after creating a service order and preparing it for shipping.
     • Using an in-person service center where available for hardware inspection and system recovery.
     • For technically experienced users with the right tools, using Microsoft’s self-repair parts and guides for supported components.

If the device is owned by an organization (business or education), follow the Surface service options for Business and Education for repair or replacement.

References:

• Surface won’t turn on or start
• How to fix touch issues on your Surface touchscreen
• Reset or recover your Surface
• Surface turns on but is stuck on a logo screen
• Surface Pro help & learning