My computer was hacked and is now stuck in a repair loop. What can I do?

Question

My computer (Windows 11 Surface Studio) was hacked as I unintentionally installed a virus onto it. I tried to restart the computer to try and fix the virus, but that locked me out of my computer and is now stuck in a repair loop. The automatic repair was not able to fix the problem. I do not need to recover any of the past files on the computer as none of them were important, I just want to be able to access the computer again. Is there any way I can fix this issue?

Thank you!

Answer 1

Hi Aditya,

Welcome to Microsoft Community.

I'm Hahn and I'm here to help you with your concern.

I'm sorry to hear about the trouble you're facing with your Surface Studio.

If your Surface won’t start—or if the recovery info has been removed—you can use your USB recovery drive to access recovery tools and solve problems. Your Surface comes with Windows recovery info that allows you to refresh it or reset it to its factory condition.

If you're able to use your Surface or you have another Windows PC, visit our Download a recovery image for your Surface page. From there, select your Surface and download a recovery image .zip file for the device you selected.

When you're ready, here's how to reset your Surface: 

1. Make sure your Surface is turned off and plugged in, and then insert the USB recovery drive into the USB port.
2. Press and hold the volume-down button while you press and release the power button.
3. When the Microsoft or Surface logo appears, release the volume-down button.
4. When prompted, select the language and keyboard layout you want.
5. Select Recover from a drive or Troubleshoot > Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.
6. Choose Fully clean the drive.
   The option to clean the drive is more secure but takes much longer.
7. Select Recover.
   Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.

For More Details: Creating and using a USB recovery drive for Surface - Microsoft Support

I hope this helps. If there is anything not clear, please do not hesitate to let me know.

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist

Answer 2

Thank you for the help, it worked! Have a great day!