Surface Book Stuck on Login Screen

Question

Hi,

I've seen posts about freezing, but my computer specifically gets stuck on the login screen. My name appears, but the box where I would usually type in my password does not. The cursor can still move around, but there is no way to type a password. Ctrlaltdel doesn't respond, neither does hitting the on/off switch at the top. The only way to get into the computer is a hard rebbot. Does anyone else have this problem? Ideas on fixes? I have already installed the new update. This problem only happens when it's waking up from sleep.

Answer 1

Hi IlanaU,

have you attempted to run the two-button shutdown?

Hold down the + volume button and the power button down at the same time for about 15 seconds. After around 15 seconds has passed, release the buttons and wait for an additional 10 seconds before turning on the device again. It's also a good idea to try the driver pack for the Book, which you can get here.

Hit the download button and get the "SurfaceBook_Win10_160400_2.msi" version. Restart the device after you have installed it.

let us know if it is still stuck.

Kind regards

Hawkie

Answer 2

I am having the same issues. I have figured out that if I undock it from the keyboard base it will start up normally. If I leave it docked after it goes to sleep then it will just get stuck on the black and white Surface screen. If I do the power and volume to shut it down then reboot docked it attempts to start and sometimes does but when it doesn't it goes to a black screen with only the mouse arrow then blue screens. It boots right up the next go around 100% so far if I have it undocked.

Answer 3

Hi again Ilana,

does the same happen when you have it in hibernate?

Kind regards

Hawkie

Microsoft Surface Support Team

Answer 4

Hey,

It's Windows 10, I didn't know it had hibernate. From my power button I only have sleep shut down and restart. It does this when it's waking up in general. Sometimes the screen won't come on at all, even with the blank login screen. So the keyboard will light up and I can hit the button to detach the screen, but nothing at all shows up on the screen.

Is this an issue I could take to the Windows store? It doesn't happen every time, so I'm not sure I would be able to replicate it while I was there.

Ilana

Answer 5

Hi,

It doesn't get permanently stuck: if I restart the computer I can use it again. But it does happen consistently. I also get the DPC WATCHDOG VIOLATION fairly frequently. I downloaded the drivers pack as suggested. I'm still having these issues where I need to restart on a fairly regular basis.

Thanks,

Ilana