Surface Pro 7+ doesn't log into Windows after any updates

Question

I have a Surface Pro 7+ model 1960, 128GB with Windows 11 Pro. I did a complete reset and was able to install everything and use everything without any issues. Whenever it does an automatic or manual Windows update it restarts and I'm not able to log into Windows, I hear the welcome tone, I press a key, touch the screen, or touch the touchpad and the screen goes black. The only recourse is to do another reset, then everything works fine until the attempt to update.

Manually, I tried one update at a time with the same result.

I was able to make things easier what creating a system restore point, now I don't need to reset it, but just do a system restore which is quicker.

Nothing is connected other the keyboard cover. I have three keyboard covers and have tried all three with the same results.

What can I do to fix?

Answer 1

Hi Redman0570, 

Welcome to Microsoft Community. It sounds like the Surface Pro 7+ is getting stuck after a Windows update, possibly due to some incompatibilities or issues that are triggered during the update process. Here are a few steps you can try to troubleshoot and hopefully fix the issue:

Boot into Safe Mode: After an update fails and you end up with a black screen, try booting into Safe Mode to see if you can get into Windows. To do this:

1. Access the Windows Recovery Environment
2. Once in Windows RE, select Troubleshoot > Advanced options > Startup Settings > Restart
3. Select Restart
4. Once the device reboots, in the Startup Settings screen pick one of the available options, or press Enter to boot Windows normally

If you're able to access Safe Mode Open Device Manager and check for any yellow warning signs next to your drivers. Try doing a Clean Boot to rule out any startup programs or services that might be causing the issue: How to perform a clean boot in Windows - Microsoft Support

If none of these steps work, in that case you can use a USB recovery drive for your Surface to reset it to factory settings. Creating and using a USB recovery drive for Surface - Microsoft Support

Let me know how it goes or if you'd like more help with any of these steps!

Your Sincerely Hahn. W - MSFT | Microsoft Community Support Specialist

Answer 2

When I try safe mode, it tells me my pin is incorrect.

Answer 3

Ok, I started getting a BSD error after many attempts, I assume I killed the SSD with the frequent recoveries. I replaced the SSD with a 1TB and did the USB recovery, everything seemed fine at first. I was able to do one update at a time. When I assumed everything was ok, I selected Download and Install all. When it restarted it was stuck on 35% update for about an hour. I power off and power on and now it is doing the same thing.

Answer 4

The problem is with Surface - Firmware - 30.102.143.0 update. I was able to install all updates and restart and everything worked. When I installed Surface - Firmware - 30.102.143.0 the problem happened again.

Answer 5

Hi,

Same here!

It has to be the firmware, i tried out anything, before firmware update its working.

But Support won't help, saying its hardware...

Any news at yours?