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---
title: Device reset (Surface Hub)
description: You may wish to reset your Microsoft Surface Hub.
title: Reset or recover a Surface Hub
description: Describes the reset and recovery processes for the Surface Hub, and provides instructions.
ms.assetid: 44E82EEE-1905-464B-A758-C2A1463909FF
ms.reviewer:
manager: dansimp
keywords: reset Surface Hub
keywords: reset Surface Hub, recover
ms.prod: surface-hub
ms.sitesec: library
author: dansimp
ms.author: dansimp
ms.author:
- dansimp
- v-tea
ms.topic: article
ms.date: 07/27/2017
ms.date: 07/29/2019
ms.localizationpriority: medium
---
# Device reset (Surface Hub)
# Reset or recover a Surface Hub
This article describes how to reset or recover your Microsoft Surface Hub.
You may wish to reset your Microsoft Surface Hub.
[Resetting the Surface Hub](#reset-a-surface-hub) returns its operating system to the last cumulative Windows update, and removes all local user files and configuration information. The information that is removed includes the following:
Typical reasons for a reset include:
- The device account
- Account information for the device's local administrators
- Domain-join or Azure AD-join information
- Mobile Device Management (MDM) enrollment information
- Configuration information that was set by using MDM or the Settings app
- 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.
[Recovering a Surface Hub from the cloud](#recover-a-surface-hub-from-the-cloud) also removes this information. In addition, the Surface Hub downloads a new operating system image and installs it. You can specify whether or not the recovery process preserves other information stored on the Surface Hub.
Initiating a reset will return the device to the last cumulative Windows update, and remove all local user files and configuration, including:
## Reset a Surface Hub
- The device account
- MDM enrollment
- Domain join or Azure AD join information
- Local admins on the device
- Configurations from MDM or the Settings app
You may have to reset your Surface Hub for reasons such as the following:
> [!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 you install an update, the performance of the device decreases.
- You’re re-purposing the device for a new meeting space and want to reconfigure it.
- You want to change how you locally manage the device.
After the reset, Surface Hub restarts the [first run program](first-run-program-surface-hub.md) 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.
During the reset process, if you see a blank screen for long periods of time, please wait and do not take any action.
If you see a blank screen for long periods of time during the **Reset device** process, please wait and do not take any action.
> [!WARNING]
> The device reset process may take up to 6 hours. Do not turn off or unplug the Surface Hub until the process has completed. If you interrupt the process, the device becomes inoperable. To return it to normal functionality, the device requires warranty service.
## 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.](images/sh-settings.png)
![Image that shows Settings app for Surface Hub.](images/sh-settings.png)
2. Click **Update & Security**.
2. Select **Update & Security**.
![Image showing Update & Security group in Settings app for Surface Hub.](images/sh-settings-update-security.png)
![Image that shows Update & Security group in Settings app for Surface Hub.](images/sh-settings-update-security.png)
3. Click **Recovery**, and then, under **Reset device**, click **Get started**.
3. Select **Recovery**, and then, under **Reset device**, select **Get started**.
![Image showing Reset device option in Settings app for Surface Hub.](images/sh-settings-reset-device.png)
![Image that shows the Reset device option in Settings app for Surface Hub.](images/sh-settings-reset-device.png)
After the reset process finishes, the Surface Hub starts the [first run program](first-run-program-surface-hub.md) again. If the reset process encounters a problem, it rolls the Surface Hub back to the previously-existing operating system image and then displays the Welcome screen.
<span id="cloud-recovery" />
## 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.
If for some reason the Surface Hub becomes unusable, you can still recover it from the cloud without assistance from Microsoft Support. The Surface Hub can download a fresh operating system image from the cloud, and use that image to reinstall its operating system.
>[!NOTE]
>The **Recover from the cloud** process requires an open internet connection (no proxy, or other authentications). An ethernet connection is recommended.
You may have to use this type of recovery process under the following circumstances:
- [The Surface Hub or its related accounts have entered an unstable state](#recover-a-surface-hub-in-a-bad-state)
- [The Surface Hub is locked](#recover-a-locked-surface-hub)
>[!IMPORTANT]
>The **Recover from the cloud** process requires an open internet connection (no proxy or other authentications). An ethernet connection is recommended.
### 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](#reset-a-surface-hub-from-settings) doesn't fix the problem.
If the device account gets into an unstable state or if the administrator account encounters problems, you can use the SEttings app to start the cloud recovery process. You should only use the cloud recovery process when the [device reset](#reset-a-surface-hub) process doesn't fix the problem.
1. On your Surface Hub, go to **Settings** &gt; **Update & security** &gt; **Recovery**.
1. On your Surface Hub, select **Settings** &gt; **Update & security** &gt; **Recovery**.
2. Under **Recover from the cloud**, click **Restart now**.
2. Under **Recover from the cloud**, select **Restart now**.
![recover from the cloud](images/recover-from-the-cloud.png)
![recover from the cloud](images/recover-from-the-cloud.png)
### 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](https://technet.microsoft.com/library/cc765966.aspx).
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 automatically restarts and tries the operation again. But if this operation fails repeatedly, the device automatically locks to protect user data. To unlock it, you must [reset the device](#reset-a-surface-hub) or, if that doesn't work, recover it from the cloud.
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 (PDF)](surface-hub-site-readiness-guide.md) 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.)
1. Locate the power switch on the bottom of Surface Hub. The power switch is next to the power cable connection. For more information about the power switch, see the [Surface Hub Site Readiness Guide (PDF)](surface-hub-site-readiness-guide.md).
![Recover from the cloud](images/recover-from-cloud.png)
1. While the Surface Hub displays the Welcome screen, use the power switch to turn the Surface Hub off.
1. Use the power switch to turn the Surface Hub back on. The device starts and displays the Surface Hub Logo screen. When you see spinning dots below the Surface Hub Logo, use the power switch to turn the Surface Hub off again.
1. Repeat step 3 three times, or until the Surface Hub displays the “Preparing Automatic Repair” message.
After it displays this message, the Surface Hub displays the Windows RE screen.
1. Select **Advanced Options**.
1. Select **Recover from the cloud**. (Optionally, you can select **Reset**. However, **Recover from the cloud** is the recommended approach.)
4. Enter the Bitlocker key (if prompted).
5. When prompted, select **Reinstall**.
![Recover from the cloud](images/recover-from-cloud.png)
1. If you are prompted to enter the Bitlocker key, do one of the following:
- To preserve the information that Bitlocker secures on the Surface Hub, enter the Bitlocker key.
- To discard the secured information, select **Skip this drive**
1. When prompted, select **Reinstall**.
![Reinstall](images/reinstall.png)
1. To repartition the disk, select **Yes**.
6. Select **Yes** to repartition the disk.
![Repartition](images/repartition.png)
First, the recovery process downloads the operating system image from the cloud.
![Repartition](images/repartition.png)
Reset will begin after the image is downloaded from the cloud. You will see progress indicators.
![downloading 97&](images/recover-progress.png)
![downloading 97&](images/recover-progress.png)
When the download finishes, the recovery process restores the Surface Hub according to the options that you selected.
## Related topics