surface book 3 starts and stuck on window logo. how I can solve the problem.

Anonymous
2024-07-20T23:23:13+00:00

surface book 3 starts and stuck on Window logo. it was not used for may be a few months. Start reusing it a couple times and it is ok. two days ago, it was turn on and dont remember what I did on it. I was busy with other things a few hours. when I came back, It was stuck on window logo. Forced shut down. Restart, reboot. nothing working. created recovery thumb drive and tried it. not working.

Power light lits on power supply cable. Keyboard light lits. Screen can detach from Keyboard. window logo appear for 7 to 10 sec, went dark for 2 to 3 sec. window logo came back. it is the circle keep going on until it was turn off.

Surface | Surface Book | Performance and maintenance

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  1. Anonymous
    2024-07-21T09:22:08+00:00

    Hi Ye-mm,

    Welcome to Microsoft Community.

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

    It sounds like your Surface Book 3 is encountering a significant issue during the boot process. Here are some steps you can take to troubleshoot and hopefully resolve the problem:

    • Remove all external devices. Leave the Surface plugged into the power supply included with the device and remove all external devices including USB drives, SD cards, or any keyboard or mouse dongles. External devices can sometimes cause the device to boot incorrectly.
    • If you see spinning dots. Force the device to open advanced repair options.
    1. Force the device to shut down again and restart, after two consecutive failed attempts to start Windows, the Recovery menu will appear. Select See advanced repair options to open a Choose an option menu.
    2. Advanced repair options may be available to perform, including Go back to the previous version, Startup Repair, System Restore, and Reset this PC.

    If you see no spinning dots, proceed to the USB Recovery step. Start your Surface by using a USB recovery drive. Here's how:

    1. Shut down your Surface.
    2. Insert the USB recovery drive into the USB port on your Surface.
    3. Press and hold the volume-down button while you press and release the power button. When the Surface logo appears, release the volume-down button. For more info, see Creating and using a USB recovery drive.

    If you have tried all the software troubleshooting steps and the issue persists, it could be a hardware issue. How to get service or repair 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

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