Surface Pro 5 will not finish updating, gets stuck at black screen with windows logo with blue circle under it

Question

Hello,

Last night a bunch of updates showed up on my surface pro 5 (1796) from last year, including a bunch of firmware updates. I let them download and then rebooted the device. When the device begins to boot up. it goes to a black screen with a white windows logo, and a black circle that fills in blue which I assume it is applying updates but the circle never completes and the device reboots to an unfilled circle where it gets to the same point of blue and reboots again. I let the device sit over night for 8 hours and the updates never completed.

I have tried to boot to uefi but no matter what order i do it, by pressing the volume button and then the power button, but as soon as a press the power button the logo and circle reappear.

Any help will be greatly appreciated.

Thanks

Answer 1

1. Press and hold the power button until the screen turns off (about 10

seconds), then release the power button.

2. Press and release the power button to turn your Surface on. You should see

the Microsoft logo.

3. Press and hold down the power button until your Surface restarts and you see

the Windows logo screen (this takes about 20 seconds), then release the power

button. If you are still stuck, see if you can get to the UEFI again and see if

there is a disk icon with a line through it.

(Double checking that this is how you are trying to boot to the UEFI:)

1. Shut down your Surface (hold the power button for 30 seconds) and

wait 10 seconds.

2. Press and hold the volume-up button on your Surface and at the same

time, press and release the power button.

3. The Microsoft or Surface logo appears on your screen. Continue to

hold the volume-up button. Release the button once the UEFI screen appears.

If you can't get beyond this, ff you are in the US, you should go to the closest

physical retail Microsoft Store

https://www.microsoft.com/en-us/store/locations/find-a-store - outside the US,

contact support

https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers.

You probably need an exchange.

Answer 2

Hi hexx311,

Thank you for the reaching out Surface Community. We sincerely apologize for the inconvenience this has caused you and we really appreciate all the efforts that you did to possibly resolve the issue. Can you try pressing and holding the power button for full 30 seconds to make sure it is completely turned off then press and release the power button to turn it back on. Try it twice to see if there are changes.

If same this happens I would highly suggest that you reset the Surface using a USB Recovery Image.

Please let me know if you have questions and I'd be happy to help.

Regards,

Karen

Answer 3

Hello Karen,

If i hold down the power button for 30 seconds the screen goes back around 18 seconds but within 30 seconds the windows logo and the blue circle appear. I am unable to use the usb recovery. I have made the usb stick, i can plug it in but there is no way to make it boot directly from the usb as i cannot get into the uefi menu. I also tried this twice.

Fore reference this is what the screen shows between reboots...

Answer 4

If you are in the US, you should go to the closest physical retail Microsoft

Store https://www.microsoft.com/en-us/store/locations/find-a-store - outside the

US, contact support

https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers.

You need an exchange.