Help! My surface won’t restart after updates.

Hi kristen brown1

Thank you for posting in Microsoft Community.

You seem to be experiencing an issue with your Surface Laptop Go, possibly due to a faulty update process or corrupt boot files.

Let’s work together in finding the best solution to this issue. Here are some steps you can try to resolve the issue.

1. Hold down the power button for 30 seconds to force the Surface to shut down.
2. Press and hold the volume-up button and the power button at the same time for 15 seconds, then release both buttons.
3. Wait for the Surface logo to appear, and then release the buttons.
4. The Surface should boot up normally.

If the issue persists, you can try booting your Surface into Safe Mode and then restarting it. Here's how:

1. Turn off your device.
2. Turn on your device and immediately press and hold the power button to turn it off again.
3. Repeat step 2 two more times.
4. On the fourth attempt, turn on your device and let it boot normally.
5. When the Windows logo appears, turn off your device again.
6. Repeat step 2 two more times.
7. On the fourth attempt, your device should boot into the Automatic Repair screen.
8. Then you select advanced option the Select Troubleshoot > Advanced options > Startup Settings > Restart.
9. After your Surface restarts, select 4 or F4 to start your Surface in Safe Mode.
10. Once in Safe Mode, restart your Surface normally.

If the steps you’ve taken so far don’t fix the issue, you’ll need to download the recovery image on your Surface device to install a fresh copy of Windows that’s specific to your Surface device. Once you’ve successfully loaded the recovery image, you should be good to go.

Hi, mine is doing the exact same however I cannot follow the steps as holding in the power button won’t shut it down. I would appreciate if you could email your response otherwise, I’m not sure I’ll see the response. ##############

Thank you.

Hello kristen brown1

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com) Thank you for understanding.

 Regards,

Christopher

Hi kristen brown1

Thank you for getting back with us. BitLocker recovery key is a unique 48-digit numerical password that can be used to unlock your system if BitLocker is otherwise unable to confirm for certain that the attempt to access the system drive is authorized.

To verify if you have a saved recovery key, skip the recovery key prompt during recovery image creation. However, if you are prompted for a recovery key when you enter safe mode, you will need to open a web browser on another device. Go to https://account.microsoft.com/devices/recoverykey login to your Microsoft account to find your recovery key. If no recovery key is available in the account. The next steps are to download and run the USB recovery image for your Surface.

Please tell me how it goes,

Kind regards,

Christopher.

Thank you. I got through all of that but then it asked me for a recovery key and I have no idea what that is.