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Surface Laptop 1st Gen - Stuck at Windows Logo

Anonymous
2021-10-03T09:12:20+00:00

Hi All,

I've a Surface Laptop (1st Gen) model from 2017-18.

Yesterday, when I switched on my laptop, for some reason, it won't load and goes beyond the Windows logo on the black screen.

The screen turns on and off 4 times, each time showing the windows logo on a black screen and then it will just switch off.

PS: Probably this has happened because of some bad update from MS.

I power on again, and the same thing happens. Can someone let me know how to fix this?

I don't have backup of some of my data hence worried.

Would appreciate all replies and ideas.

Thanks,

Ashish

Surface | Surface Laptop | Performance and maintenance

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question. To protect privacy, user profiles for migrated questions are anonymized.

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  1. Anonymous
    2021-10-04T20:40:42+00:00

    Hello ashishkhandelwal2,

    Thanks for reaching Microsoft Community.

    When this issue happened, were there any extra peripherals connected to your device? If yes, disconnect them all, and leave your charger plugged in then confirm the tip is lit. If a battery icon appears on screen, the battery is drained and needs time to charge. But if it still won't boot, Force a shut down and restart your Surface. Also, see Surface shows a logo screen and Windows doesn't start (microsoft.com) for more troubleshooting guide.

    Feel free to respond on this thread to let us know how it goes.

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  2. Anonymous
    2021-10-05T02:39:14+00:00

    Hi,

    It was already fully charges, and no other devices were attached to the laptop.

    It boots up, and then goes in a loop. Shows Windows Logo 4 times, like in a boot loop.

    It will switch on, then screen will go off after 2 seconds. then again windows logo will show, and then it again screen will go off for 2 seconds. This happens 4 times after which laptop switches off on it own..

    Tried creatinh recovery disk using media creation tool, that did not work as well.

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  3. Anonymous
    2021-10-09T07:46:19+00:00

    Hi Steven,

    Thanks for your response, pls see the attached file to see what is going on.

    Link: https://youtu.be/gR5Re4Czpxg

    I followed the steps, created USB drive with recovery file this time, and tried. It didnt work..

    Pls let me know?

    Ashish

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  4. Anonymous
    2021-10-05T22:01:07+00:00

    Thanks for keeping us posted, ashishkhandelwal2.

    In this case, instead of using media creation tool, we would highly recommend that you reset the Surface using a USB Recovery Image. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset.  You must have at least 16GB/32GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image.

    To download the Recovery Image:

    1. Visit the page at http://www.surface.com/support/warranty-service-and-recovery/downloadablerecoveryimage
    2. Sign in with your Microsoft Account (this is the email address we asked you for at the start of the call)
    3. From the list of Surface devices available, select the device that you need a recovery image for
      Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device
    4. Download the recovery image using the button on the page
    5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

    Format USB Drive:

    1. Insert your USB drive into the USB port of your PC.
    2. From the desktop, open File Explorer
    3. Tap and hold or right-click on the USB drive and choose Format
    4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
    5. Tap or click OK to erase the contents of the USB drive
    6. Tap or click OK when the format is complete

    Create a recovery drive:

    1. On your Surface or PC, open recovery image that you downloaded by double-clicking it
    2. At the top of the window tap on Extract and then Extract all. Select the USB drive you formatted earlier for the location and click Extract.

    Perform USB recovery image:

    1. Turn the Surface off by pressing the power button
    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. When prompted, choose your language options and keyboard layout
    7. Select Troubleshoot
    8. Select Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.
    9. If prompted, select Repartition the drives.

    Hope this helps. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed.

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