Device reset (Surface Hub)

You may wish to reset your Microsoft Surface Hub.

Typical reasons for a reset include:

  • The device isn’t running well after installing an update.
  • You’re repurposing the device for a new meeting space and want to reconfigure it.
  • You want to change how you locally manage the device.

Initiating a reset will return the device to the last cumulative Windows update, and remove all local user files and configuration, including:

  • The device account
  • MDM enrollment
  • Domain join or Azure AD join information
  • Local admins on the device
  • Configurations from MDM or the Settings app
Important

Performing a device reset may take up to 6 hours. Do not turn off or unplug the Surface Hub until the process has completed. Interrupting the process will render the device inoperable, requiring warranty service to return to normal functionality.

After the reset, Surface Hub restarts the first run program again. If the Surface Hub displays a Welcome screen, that indicates that the reset encountered a problem and rolled back to the previously existing OS image.

If you see a blank screen for long periods of time during the Reset device process, please wait and do not take any action.

Reset a Surface Hub from Settings

To reset a Surface Hub

  1. On your Surface Hub, open Settings.

    Image showing Settings app for Surface Hub.

  2. Click Update & Security.

    Image showing Update & Security group in Settings app for Surface Hub.

  3. Click Recovery, and then, under Reset device, click Get started.

    Image showing Reset device option in Settings app for Surface Hub.

Recover a Surface Hub from the cloud

In the Windows Recovery Environment (Windows RE), you can recover your device by downloading a factory build from the cloud and installing it on the Surface Hub. This allows devices in an unusable state to recover without requiring assistance from Microsoft Support.

Recover a Surface Hub in a bad state

If the device account gets into an unstable state or the Admin account is running into issues, you can use cloud recovery in Settings. You should only use cloud recovery when reset doesn't fix the problem.

  1. On your Surface Hub, go to Settings > Update & security > Recovery.

  2. Under Recover from the cloud, click Restart now.

    recover from the cloud

Recover a locked Surface Hub

On rare occasions, a Surface Hub may encounter an error while cleaning up user and app data at the end of a session. When this happens, the device will automatically reboot and try again. But if this operation fails repeatedly, the device will be automatically locked to protect user data. To unlock it, you must reset or recover the device from Windows RE.

  1. From the welcome screen, toggle the Surface Hub's power switch 3 times. Wait a few seconds between each toggle. See the Surface Hub Site Readiness Guide for help with locating the power switch.
  2. The device should automatically boot into Windows RE.
  3. After the Surface Hub enters Windows RE, select Recover from the cloud. (Optionally, you can choose Reset, however Recover from the cloud is the recommended approach.)

    Note

    When using Recover from the cloud, an ethernet connection is recommended.

    Recover from the cloud

  4. Enter the Bitlocker key (if prompted).

  5. When prompted, select Reinstall.

    Reinstall

  6. Select Yes to repartition the disk.

    Repartition

Reset will begin after the image is downloaded from the cloud. You will see progress indicators.

downloading 97&

Manage Microsoft Surface Hub

Microsoft Surface Hub administrator's guide