One of my contacts at Surface has confirmed the issue with the web BMR download page and has reported it (The IT Toolkit still works ok).
Cant Download Surface Recovery Image
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(160, 34%, 25%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EJM%3C/text%3E%3C/svg%3E)
Jon Mathew
20
Reputation points
Hi Microsoft Support
I have been trying to download Surface Recovery Image from https://support.microsoft.com/en-us/surface-recovery-image but I keep getting prompted with this error after giving sign in details and serial number. Error "A temporary error has occurred while processing your request. Please try again later..." . I had tried it few days back and it worked giving me options for specific surface models and checking with serial number. Today it only shows me an option to select Surface Pro, Previously it gave out Surface Pro 8. Please Check if the issue is a error on server side and if it is being fixed. I have tried all recommended procedures of trying on multiple browsers and InPrivate search.
Let me know what I should do if the error exists on my end.
Thanks
Jon Konikkara
Surface | Surface Pro | Performance and maintenance
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![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(22.400000000000002, 90%, 12%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EJB%3C/text%3E%3C/svg%3E)
Jason Blackburn 15 Reputation points2025-09-24T11:14:03.3566667+00:00 I have the same issue today trying to download the firmware for my Surface Duo 2.
The only option is for Surface Duo and throws an error
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Jason Blackburn 15 Reputation points
2025-09-24T14:23:21.1+00:00 Any idea of an ETA for the fixed to the downloads? I'm currently without my phone as it's somehow stuck in a boot loop, so I desperately need to reflash with the stock ROM....
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Barb Bowman 80,810 Reputation points MVP Volunteer Moderator2025-09-24T14:27:15.2733333+00:00 Jason,
I've asked my contact to see if there is any information. Best I can do.
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![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(256, 80%, 34%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EMH%3C/text%3E%3C/svg%3E)
Michael Hunter 0 Reputation points2025-09-24T14:42:48.98+00:00 I'm having the same issue with trying to download recovery images for surface laptops.
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![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(211.20000000000002, 43%, 30%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EJ%3C/text%3E%3C/svg%3E)
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Jason Blackburn 15 Reputation points
2025-09-25T16:59:40.9666667+00:00 Day 2 of no phone. How hard is it to get a download page working??
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Michael Hunter 0 Reputation points
2025-10-01T17:38:12.94+00:00 The website has been updated and now provides the image I need for the particular Surface Laptop I was working with.
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7 answers
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Barb Bowman 80,810 Reputation points MVP Volunteer Moderator
2025-09-24T09:45:50.5533333+00:00 -
Michael Hunter 0 Reputation points
2025-10-01T17:38:49.0466667+00:00 The web BMR page has been updated, and provided the image that I need. Thanks for reaching out to your contact.
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![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(300.8, 63%, 39%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EOB%3C/text%3E%3C/svg%3E)
Omari Baines 0 Reputation points2025-09-24T12:58:56.7633333+00:00 I'm having the exact same trouble here is my serial number - 047
NOTE: Download page is broken, do not post serial numbers
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![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(201.6, 65%, 29%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EAS%3C/text%3E%3C/svg%3E)
Alden Sewell-Gayle 0 Reputation points2025-09-25T09:56:20.35+00:00 Still seems to be down 24 hours later - need to download a recovery image for a client's laptop and the IT Toolkit is just refusing to work for whatever reason.
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Barb Bowman 80,810 Reputation points MVP Volunteer Moderator
2025-09-25T10:00:31.1066667+00:00 Alden, what issue are you having with the toolkit, what exact device?
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![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(128, 83%, 22%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EGO%3C/text%3E%3C/svg%3E)
Gabriele Oleotti 5 Reputation points2025-09-25T12:15:38.58+00:00 Hello,
Download page is still broken. For anyone interested in, I was able to solve my own problem installing the Surface IT Toolkit (https://www.microsoft.com/en-us/download/details.aspx?id=46703) on another windows 11 PC and creating a USB recovery key for my Surface from there.