Our device is stuck on the HTC start up screen. It worked fine for three days, then the battery went dead and it will not boot past that screen. I've pulled the battery multiple times, and still nothing.

Is there a external master reset for this device?

Press the Vol Up and Vol Down keys while you power the device on then you'll have a prompt to reset the device.

Note: You will lose all your pictures and other data on the device.

Thank you HTC Geek, that does perform a reset, however it did not fix the issue. any ideas?

In that case, I'd try taking it back to the store and get it exchanged.

I had the exact same problem...frozen on the white HTC screen. I tried the volume toggle to hard reset and thankfully it worked with no problems since

Tried the hard reboot on my phone three different times and could not get it passed the white htc screen. Sent mine in for repairs today.

Ok, I just got the Surround about a month ago from the date of this post.  It worked awesome, and then out of nowhere it did just as described in this post.  I took the phone to AT&T for replacement under the 90 day warranty.  They would not replace it because the waterstrip was activated. Now furious because the phone has never even seen water, I took it to a phone repair shop.  They were useless.  They had no idea how to fix it.  Then I found on a forum somewhere where the way to fix this issue is to replace the SD card HIDDEN inside the phone.  I did just that, then performed a hard reboot, and vwaalaa ITS FIXED. This is really crappy though that in order to replace you MUST void the warranty. But what good is the warranty if they're not going to replace it anyways. There is a video on youtube demonstrating this replacement.  I suggest it.

Thanks for your information! By the way, if I replaced the micro sd card, is the old one (the one was removed from my HTC surround phone) can be accessed or formated? If yes, where can I find the tool to do it?

Thanks again!

Thankyou very much. I had the same issue as my phone was stuck in the initial screen. After i followed ur process it worked fine..Many thanks again

I accidentally left my phone in the car all day at school and when I finally got it it wouldnt turn on. I tried to do what you suggested but one of my volume buttons doesnt work. I bought the phone online so I dont have Warranty. HELP.

Hey @ raachaelmarie, im sorry your phone won’t turn on.  If you cannot complete the Factory Reset, I would suggest contacting one of my teammates in customer support.  They will be able to provide you with some further recommendations; our contact info can be found at www.htc.com/support .  Please let us know how you make out.

I just got my HTC in the mail and I bought it online so I have no warranty and I am having the same problems stated earlier, with my phone staying on the HTC start up screen and along with that it seems like it wont charge its been on the charger for 8 hours and when I do manage to get by the start screen it shuts off. Im at a loss of reasons why it is acting this way is there anything you can advise me to do that would help?

i try this many time but nothing happend tell me plz what i do and i try to install window in my phone but my mobil did not connected with my pc please htc green help me

Camero, can you please demonstrate the steps how you replaced the SD Card and where did you get the new SD Card suitable for HTC Surround, so that i will try the same because my mobile is also having same problem "Stuck up at HTC logo" screen.

I was trying to update my htc surround to windows mobile 7.5 but during the installation when the phone was trying to restart after the update, I decided to cancel it because it was taking too long(about a half hour and stuck at the htc with white screen background ). After i disconnected the phone from my computer, it still stuck at the htc with the white screen background. So I decided to take the battery out and put it back in. Now the phone doesn't boot up at all. When I press the power, nothing happens as if theres no power but I have charged and tried it, still no luck. My computer can't even detect the phone, not even able to detect the usb cord of the phone with the phone connected. Can someone please help me!!?!?