Surface laptop 2 stuck at boot

Question

I purchased a Surface Laptop 2 1.5years ago and everything was working well.2days back an error occurred(no update was taking place as far as I know

I was looking away frolm the screen) and it needed to restart.since then it has been stuck in the boot screen and goes to the uefi screen where it shows a hard drive with a cross at the top right. I have tried booting it through a USB following the steps given by Microsoft but it gets stuck in the moving circle after 10 20sec

Answer 1

Hi OIIRIID,

Thanks for reaching out to Microsoft Community and posting your inquiry.  

There's an error with the Windows system of the device which makes it unable to boot correctly. We suggest performing the USB recovery image. 

This process will wipe everything out on your device and install a brand-new operating system. Please make sure that you have back up your files and data either in an External Hard drive or use your OneDrive app. You’ll need a USB with at least 16GB/32 GB and format it clean (make sure that you have chosen FAT32 as the file system while formatting the USB). You'll need a PC running Windows 10 or Surface Device to download the system files/recovery image on the Microsoft Website.

Note: USB/Flash drives are the only required device for you to perform the follow steps below successfully.

• We’ll need to convert the USB into a Recovery/Bootable USB:

1. Plug in the 16 GB/32 GB to your working Windows 10 device. 
2. Go to the Search bar on the lower left that says “Type here to search” and type the keyword, Create a recovery drive. 
3. Choose the “Create a recovery drive app” and uncheck the box “Backup system files to the recovery drive” 
4. Click on “Next” then wait for it to finish.

• Download the System Files or Recovery Image:

1. Go to the Download a recovery image for your Surface.
2. If you’re signed in with your Microsoft account, you will be prompt to choose the device from the list of devices on your Microsoft Account. If you’re not signed in, choose a product on the drop-down menu and provide the Serial Number of the device. 
3. Once the download is finished, go to the file, right-click and choose Extract all then choose the USB/Flash drive.

• Perform the USB recovery:

1. Shutdown the device by pressing/holding the power button for 10 seconds until it’s off. 
2. Insert the USB recovery drive into the USB port. 
3. Press and hold the volume-down (-) rocker. 
4. Press and release the power button. 
5. When the Surface logo appears, release the volume-down (-) rocker. 
6. Choose your language options and keyboard layout. 
7. Select Troubleshoot. 
8. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC. If prompted for BitLocker Key, tap Skip this Drive. 
9. Select “Recovery”.

If this answers your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you. 

Kind regards,

John Neil_J

Answer 2

I tried it but its still stuck in the rotating circle after like 10 20sec

Answer 3

Hi OIIRIID,

Thank you for providing a clear picture of the issue. May we know if you have followed the steps above? Additionally, we would like to clarify the last steps in performing the USB recovery image. After you have downloaded and extracted the file inside the USB, please follow the steps below:

• Perform the USB recovery:

1. Shutdown the device by pressing/holding the power button for 10 seconds until it’s off.
2. Insert the USB recovery drive into the USB port. 

3. Press and hold the power button for 20 seconds.

4. Choose your language options and keyboard layout.
5. Select Troubleshoot.
6. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC. If prompted for BitLocker Key, tap Skip this Drive.
7. Select “Recovery”.

If the issue still persists, we suggest contacting the Microsoft Surface Support to check your exchange options. The Global Team can further help if you're located outside the United States. 

Kind regards,

John Neil_J

Answer 4

Holding the power button for 20secs simply turns it on and restarts the device again

Answer 5

Hi OIIRIID,

May we know if you were able to perform the initial steps prior to that?

Please keep me updated about the issue.

Kind regards,

John Neil_J