Reset and recovery for Surface Hub 2S

If you encounter problems with Surface Hub 2S, you can reset the device to factory settings or restore by using a USB drive.

To begin, sign in to Surface Hub 2S with admin credentials, open the Settings app, select Update & security, and then select Recovery.

Reset the device

Important

Ensure that you have your BitLocker key available before resetting the device, as you will be prompted for it later. To learn more, see Save your BitLocker key.

  1. To reset the device, select Get Started.

  2. When the Ready to reset this device window appears, select Reset.

    Important

    When the Hub reboots to the recovery partition, it will prompt you to enter the BitLocker key. Skipping that prompt will cause reset to fail. Once you enter the BitLocker key the Hub reinstalls the operating system from the recovery partition. This may take up to one hour to complete.

  3. To reconfigure the device, run the first-time Setup program.

  4. If you manage the device using Microsoft Intune or another mobile device management solution, retire and delete the previous record, and then re-enroll the new device. For more information, see Remove devices by using wipe, retire, or manually unenrolling the device.

    Reset and recovery for Surface Hub 2S
    Figure 1. Reset and recovery for Surface Hub 2S

Recover Surface Hub 2S by using a USB recovery drive

New in Surface Hub 2S, you can now reinstall the device by using a recovery image.

Recovery from a USB drive

Using Surface Hub 2S, you can reinstall the device by using a recovery image. By doing this, you can reinstall the device to the factory settings if you lost the BitLocker key, or if you no longer have admin credentials to the Settings app.

Note

Use a USB 3.0 drive with 8 GB or 16 GB of storage, formatted as FAT32.

  1. From a separate PC, download the .zip file recovery image from the Surface Recovery website and then return to these instructions.

  2. In the search box on the taskbar, enter recovery drive, and then select Create a recovery drive or Recovery Drive from the results. You may need to enter an admin password or confirm your choice.

  3. In the User Account Control box, select Yes.

  4. Make sure to clear the Back up system files to the recovery drive check box and then select Next.

  5. Select your USB drive, and then select Next > Create. Some utilities need to be copied to the recovery drive, so this might take a few minutes.

  6. When the recovery drive is ready, select Finish.

  7. Double-click the recovery image .zip file that you previously downloaded to open it.

  8. Select all the files from the recovery image folder, copy them to the root of your USB drive, and then select Choose to replace the files in the destination.

  9. Once the files have finished copying, select the Safely Remove Hardware and Eject Media icon on the taskbar, and remove your USB drive.

  10. Connect the USB drive to any USB-C or USB-A port on the Surface Hub 2S.

  11. Turn off the Hub and then take these steps to boot from the USB drive:

    1. While pressing the Volume down button, press the Power button.

    2. Keep pressing both buttons until you see the Windows logo.

    3. Release the Power button but continue to hold the Volume down button until the Install UI begins.

      Use Volume down and power buttons to initiate recovery
      Figure 2. Volume and Power buttons

  12. On the language selection screen, select the display language for your Surface Hub 2S.

  13. Select Recover from a drive and Fully clean the drive, and then select Recover. If you're prompted for a BitLocker key, select Skip this drive. Surface Hub 2S reboots several times and takes approximately 30 minutes to complete the recovery process.

When the first-time setup screen appears, remove the USB drive.

Contact Support

If you have questions or need help, you can create a support request.