MS Surface Laptop 5 stuck

Question

My a little over one year old MS Surface Laptop 5 is stuck on "Welcome". I tried to hard boot it yet when turning back on it goes back to being stuck on "Welcome" How do I get out of this?

TIA

Answer 1

Hi, javablood.

Thank you for your reply.

Typically, when the latest firmware update is released, your device will automatically undergo a firmware update when it is turned off or booted up.

Updating drivers manually is a good habit to use, and this is also very effective in troubleshooting driver problems. You can also consider this as a troubleshooting tool when needed.

We are happy to be of service to you.

You can also create new threads in the community if you are experiencing other issues with your Surface.

Best Regards.

Leo.L - Microsoft Community Support Specialist

Answer 2

Hello, javablood.

Welcome to Microsoft Community!

For the Surface Laptop 5 stuck in the Welcome state, you should have tried a forced reboot:

Force a shutdown and restart your Surface - Microsoft Support

If a forced reboot still doesn't help you boot the device properly, the only thing we can do right now is to see if we can access the UEFI settings:

How to use Surface UEFI - Microsoft Support

If we have access to the UEFI, then in fact we have a chance to format the device. In the case of not being able to boot the device this may be the only thing we can still do:

Creating and using a USB recovery drive for Surface - Microsoft Support

Honestly, I didn't want it to come to this. Because formatting will eventually cause you to lose all your local backups.

The above is what we can try on our own. If you still want more help, I can share with you the steps to get in touch with the Surface Support team.

You can refer to the following steps to create a service order for hardware services when you cannot power on the computer:

1. Use your personal Microsoft account (not your organization account) to access the following links:

Contact - Microsoft Support

2. Type Surface won't start, press Enter, and click "Contact Support" at the bottom:

3. Select Technical Support and select the device model (Surface Laptop) you are currently using in Product family, then click Confirm:

4. You will see contact options for Chat support and Phone support, please contact them during business hours:

I wish you all the best.

Best Regards.

Leo.L - Microsoft Community Support Specialist

Answer 3

Leo.L,

Thank you for your response. Yesterday, I tried the forced reboot, yet it was not working as you described because it kept coming back to the "Welcome" with the wheel spinning. So, I just let it go and eventually it came on. When I turned it on this morning, no problem.

I will look into any Surface upodates.

Answer 4

Hi, javablood.

Glad you are no longer suffering from this problem.

If you can now access the device again, it means that the Surface is not experiencing a serious hardware issue. The earlier situation could have been that the system was undergoing an update or configuration that prevented direct access to the system.

I noticed that you are also seeking an update for your Surface Laptop 5, allow me to share with you the following driver and firmware download links:

Download Surface Laptop 5 from Official Microsoft Download Center

Manually updating drivers can often help us maintain device performance when needed.

I'll be keeping an eye on your incident and if you experience any other problems, please don't hesitate to let me know.

Best Regards.

Leo.L - Microsoft Community Support Specialist

Answer 5

Hi, javablood.

Glad you are no longer suffering from this problem.

If you can now access the device again, it means that the Surface is not experiencing a serious hardware issue. The earlier situation could have been that the system was undergoing an update or configuration that prevented direct access to the system.

I noticed that you are also seeking an update for your Surface Laptop 5, allow me to share with you the following driver and firmware download links:

Download Surface Laptop 5 from Official Microsoft Download Center

Manually updating drivers can often help us maintain device performance when needed.

I'll be keeping an eye on your incident and if you experience any other problems, please don't hesitate to let me know.

Best Regards.

Leo.L - Microsoft Community Support Specialist

Leo.L,

Thank you. My only question is when, how do I know if the Surface needs an update for the driver or firmware?