Surface Pro X presents blue screen requesting BitLocker key. Enter it and follow options but unit will not recover or allow reset. Next steps?

Hi Walt,

Thanks for reaching out Microsoft community. It sounds like your Surface Pro X unexpectedly showed the BitLocker recovery screen, and the usual diagnostic steps haven’t resolved the issue.

To help further, could you confirm if any recent changes were made—like a firmware or UEFI update, or boot configuration adjustments? Also, is this a personal device or managed by an organization?

If it's personal, you can retrieve your BitLocker recovery key by visiting https://aka.ms/myrecoverykey and signing in with your Microsoft account. If it's a work device, please contact your IT department for the key.

For more details, you can also check this guide: Find your BitLocker recovery key: https://support.microsoft.com/en-us/windows/find-your-bitlocker-recovery-key-6b71ad27-0b89-ea08-f143-056f5ab347d6

Let me know how it goes!

Warm Regards,

Edward Schlobohm

Needed to revert to Resetting the device. Needed to reload apps but didn't lose meaningful personal data.

Hi Walt,

Glad to hear you were able to reset your device and get it working again without losing any important personal data. If you need any further help, feel free to post back. Stay safe!

All the best,

Edward Schlobohm

I have had the exact same problem. I reset my ms surface pro just as Walt did. And, today (2 days later) it happened again. I believe its trying to install an ms surface hardware update when this happens. Also, now that this is the second time, the device label in bit locker is pointing to the "old" device label and not the one that was created after my reset. Anyone have any ideas? Thanks, Scott