After update my loptop screen is black, why?

Question

Hi, after surface loptop 5 update, my lopot doesn’t load. The screen is black and only the rotating blue round arrow is visible on the screen. I pressed the shutdown button for 20 seconds, it showed me the windows logo and then the screen turns black again with a rotating blue round arrow. What to Do in this case?

Answer 1

Hi Andrėja,

Thank you for reaching Microsoft Community. We're sorry to know about what happen to your Surface Laptop.

Sometimes the logo stays on the screen while Surface updates are installing. Large updates may take up to 20 minutes, so you may need to wait while they install. If it won't pass the logo screen and stuck on a black screen for more than hours even forcing a restart is still the same.

In order to reinstall Windows, you might then need to reset your Surface using a USB recovery disc. You may restore your Surface to factory settings using a recovery drive image, which can also be used to troubleshoot and repair Surface issues. For more details, see Creating and using a USB recovery drive for Surface - Microsoft Support.

The troubleshooting is available at Surface turns on but is stuck on a logo screen - Microsoft Support.

Kind regards,

Lavenia

Answer 2

Hi Andrėja,

We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread going forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

Thank you for your understanding. 

Respectfully,

Lavenia