Service Diagnostics/Troubleshooting Overview; Software Tools; Troubleshooting Approach - Microsoft Surface Go 2 Replacement Manual

Service Diagnostics/Troubleshooting Overview

For general Surface support, visit
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To troubleshoot device feature/function problems or learn more about Surface Go 2 visit
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www.aka.ms/SurfaceGoHelp
If you'd like to learn more about Windows, visit
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To learn more about the accessibility features of the Surface Go 2, go to the online user guide at
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www.aka.ms/Windows-Accessibility

Software Tools:

How To: Update Surface device firmware and OS
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How To: Surface Tools Video
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Download: Surface drivers and firmware
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Download: Surface Diagnostic Toolkit (SDT)
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Download: Surface Data Eraser
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Download: Surface Imaging Tools
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Troubleshooting Approach

The following approach should be considered when troubleshooting Surface devices:
1. Update device to latest OS/FW versions using the SDT tool.
IMPORTANT:
2. Verify any suspected hardware failures by setting the device in a known OS/FW version state and running
SDT to verify fault:
a. Run SDT and verify if condition persists – Refer to Software Tools section for details on SDT
i. If problem is not resolved, then re-image SSD.
ii. If re-mage fails replace device per established procedures.
9
www.support.microsoft.com
Device updates are required as a prerequisite to all hardware replacement.
www.aka.ms/WindowsHelp
M1154224-001