Reset Surface Pro 4 Software / now have errors

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  1. Posts : 16
    Chrome
       #1

    Reset Surface Pro 4 Software / now have errors


    I was having problems connecting to my work account so I tried to do a fresh install by using the "Reset" option. After entering my Bit Locker Recovery key it seemed to do what I was looking for. However there were some failures in the Windows update. You would think Windows 10 would play well with their own Surface Pro 4 hardware.

    I noticed the Windows Hello feature stopped working. In fact under Accounts, Sign-in options it says "Windows Hello isn't available on this device. It was before I reset the software. I checked the camera app and both front and rear cameras are working.

    So with the windows update failures and Windows Hello not working, I am wondering what else wont work.

    When I click check for updates it says I am up to date even though it lists the failures under the update history.

    Any ideas what my next steps should be?
      My Computer

  2. EdTittel's Avatar
    Posts : 4,129
    Windows 10
       #2

    Hmmm ... interesting ... Here are some things to try:
    1. Open an administrative PowerShell or Command Prompt Window
    2. Run the system file checker: sfc /scannow
    3. If it completes successfully, try using the Windows Update Minitool (MajorGeeks download link) to run Windows Update. It will often succeed when WU fails on its own.
    4. If SFC fails, try running DISM next (see this tutorial: Use DISM to Repair Windows 10 Image Windows 10 Performance Maintenance Tutorials )
    5. Grab the new Surface Pro 4 diagnostics and run them. This may help with your Windows Hello problem. Check for and install relevant Surface firmware and driver updates
    6. MS offers dedicated Surface support, including all Surface Pro models. Check it out at Browse topics for Surface Pro, where you can consult the Answer Desk online, or make an in-store appointment at your nearest Microsoft store.
    HTH,
    --Ed--
      My Computers


  3. Posts : 16
    Chrome
    Thread Starter
       #3

    Thanks. I have already started a second effort to reset the Surface and not preserve any personal files. (Personal files are all stored elsewhere anyway) I suspect the same thing will happen. When it does, I will give your suggestions a try. By the way, after a reset, is there any way for me to keep my original PC name. My MS Office listed the original pc name as one of the 5 installs on my license. I didn't want to use up 2 licences on one PC.
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  4. EdTittel's Avatar
    Posts : 4,129
    Windows 10
       #4

    You can go into your Microsoft account, and delete obsolete installs from the tracked licenses it maintains under that account name. No need to consume a physical license for an obsolete or unused OS install. On the devices tab, you can identify installs by computer name, then under More actions click on "Remove ..." to free that license back up by going through various confirmation and clean-up maneuvers, as prompted by the resulting Web pages that appear.
    HTH,
    --Ed--
      My Computers


  5. Posts : 16
    Chrome
    Thread Starter
       #5

    thanks.
      My Computer


  6. Posts : 1
    Windows 10
       #6

    I am having these same symptoms, it all worked fine this morning and then I received windows update KB4025342 and Windows hello stopped working saying "Couldn't turn on the camera. Please sign in with your PIN. And when i look at Sign-in options it says "Windows Hello is preventing some options from being shown", and below that under Windows Hello it says "windows hello isn't available on this device" (Surface pro 4).
    After running SFC/scannow I have tried removing the update (which in windows update it showed an error but under installed updated it showed good) and tested and still got the error, so then I reinstalled the update and still no luck. Next I tried to install the driver and update pack from Microsoft's site and it errors out saying "This device is not a surface pro" I just bought it a couple weeks ago and i is definitely a surface pro.
    I realize I am still in my support period but I'm hoping to find a solution without going through that hassle.
      My Computer


  7. Posts : 273
    Windows 10 Pro 1709 x64
       #7

    IMO, check your drivers if they're up to date. You need to get the firmware also updated before you install those Windows updates
      My Computer


  8. Posts : 16
    Chrome
    Thread Starter
       #8

    I used http://www.DriverSupport,com to validate I had all of the latest drivers when the Windows Hello was not working. Unfortunately my second attempt to reset the PC did not launch the capacitive display so I need to find a USB keyboard and mouse and will need to switch between the two using the single port. Ugh.
      My Computer


  9. Posts : 16
    Chrome
    Thread Starter
       #9

    After a third Reset, I have finally gotten my Surface Pro 4 running with no errors listed in Windows update history and the Windows Hello properly working.

    Each time I chose to blow away user data. This third time I selected to log in with my business account instead of personal account.

    I have no idea what went wrong the first two times but this third Reset proves that the latest Win10 Ver 1703 OS Build 15063.483 has all of the correct drivers and support for the Surface Pro 4.
      My Computer


  10. Posts : 16
    Chrome
    Thread Starter
       #10

    I noticed in Windows Defender Security Center, there is a "Fresh Start" option that supposedly preserves personal files but does a fresh install of Windows. Out of curiosity, I am wondering what the difference is between this and the Reset function that I used. I am not trying to resolve any issues anymore but just interested in more info.
      My Computer


 
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