Surface Pro 4 - Login Issue

Alex Sage

I am new to the Surface Pro 4, so be kind

We have a user that has one, and he is able to enter the bitlocker password, and login but after that it just sits there.

Any ideas?

scottalanmiller

That's about on par with how the Surface seems to work.

scottalanmiller

Honestly sounds like a software or hardware issue. This is brand new? Factory install or image?

Alex Sage

@scottalanmiller That's not helpful =P

scottalanmiller

@aaronstuder said in Surface Pro 4 - Login Issue:

@scottalanmiller That's not helpful =P

Neither are Surfaces

Alex Sage

@scottalanmiller Yes, New. About 1 week old.

Imaged, but we have a bunch of them already deployed with the same image in Germany. There are our first in the states.

Kelly

Is this on first login? Is it creating his local profile?

Minion Queen

We have never used one with bitlocker on it so not sure if that might be the issue?

scottalanmiller

@aaronstuder said in Surface Pro 4 - Login Issue:

@scottalanmiller Yes, New. About 1 week old.

Imaged, but we have a bunch of them already deployed with the same image in Germany. There are our first in the states.

So images but tested. Any chance that the US build is not identical and needs a different driver?

scottalanmiller

@Minion-Queen said in Surface Pro 4 - Login Issue:

We have never used one with bitlocker on it so not sure if that might be the issue?

Should not be since it asked for the regular password. It couldn't do that unless Bitlocker was working.

Alex Sage

@Kelly No, the user has logged in before. No roaming profiles.

scottalanmiller

@aaronstuder said in Surface Pro 4 - Login Issue:

@Kelly No, the user has logged in before. No roaming profiles.

Oh, this isn't the first login, it stopped working after the first login?

Alex Sage

@scottalanmiller Correct.

gjacobse

have you done a 'reset' From what I remember the Surface doesn't 'shutdown'. you don't want to do a hard reset,.. just a nominal reset.

https://www.microsoft.com/surface/en-us/support/warranty-service-and-recovery/windows-stops-responding?os=windows-10&=undefined

Kelly

And the SP4 has all the patches and firmware updates installed? They're a bit broken out of the box.

Alex Sage

@scottalanmiller said in Surface Pro 4 - Login Issue:

So images but tested. Any chance that the US build is not identical and needs a different driver?

Highly Unlikely. We deploy 2 others at the same time that are fine.

Alex Sage

@Kelly Correct, we do all available updates before deploying.

scottalanmiller

@aaronstuder said in Surface Pro 4 - Login Issue:

@scottalanmiller Correct.

What about reimaging?

Kelly

Crashing right after login is usually a profile or GP issue. Have you tried nuking his local profile, or checking your RSOP on the machine?

Alex Sage

@scottalanmiller The surface is 2 hours away