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Bitlocker loop?

Anonymous
2023-12-08T13:34:02+00:00

I have a Microsoft surface laptop 2 (A1769) which is Bitlocked and i have no access to the laptop

i have the key i entered it and i get a blue screen

tried it with the cmd prompt from the recovery boot and it says its unlocked but it isnt

tried to clean/format/delete encripted volume with cmd doesnt work (always get an CRC Error)

is my storage just broken ?

when i access my files through cmd notepad and try to format the c: storage it still doesnt work

Surface | Surface Laptop | Safety and security

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  1. Anonymous
    2023-12-08T14:38:49+00:00

    Hi naomi thönnissen,

    Thank you for posting in Microsoft Community.

    I’m sorry to hear that you’re having trouble accessing your Microsoft Surface Laptop 2 due to a BitLocker loop. It seems like you’ve already tried several methods to unlock the device, but none of them worked. This is not the experience we want you to have.

    The next step that we are going to do is to create a recovery image for your Surface and use it to reset your device. You can download the recovery image using a different Windows computer since your Surface is not working properly. You will need a 16GB USB or 32GB USB stick formatted FAT32.

     After the download is complete, you should create a folder on your desktop and rename it to “recovery”. Then, extract the recovery image to the folder you created on your desktop. Once the extraction is complete, you should not copy the folder directly to the USB. Instead, you should open the folder and select all the files in the folder. Then, copy and paste the selected files directly to your USB flash drive. Once the copying is done, remove the USB and connect it to your Surface.

    When you're ready, here's how to reset your Surface:

    1. Make sure your Surface is turned off and plugged in, and then insert the USB recovery drive into the USB port.
    2. Press and hold the volume-down button while you press and release the power button.
    3. When the Microsoft or Surface logo appears, release the volume-down button.
    4. When prompted, select the language and keyboard layout you want.
    5. Select Troubleshoot, and then select Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.
    6. Be sure to select the Troubleshoot option on this screen. Don’t select the Use a device option. If you select the Use a device option, your Surface will reboot from the USB recovery drive again and the reset process will start over.
    7. Choose either Just remove my files or Fully clean the drive.
    8. The option to clean the drive is more secure but takes much longer. For example, if you’re recycling your Surface, you should clean the drive. If you’re keeping your Surface, you just need to remove your files.
    9. Select Recover.
    10. Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.

    I hope this step will help you a lot with your concern. Please tell me how it goes.

    Kind regards,

    Christopher.

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  2. Anonymous
    2023-12-08T15:49:36+00:00

    Thanks for the quick answer!

    I followed the provided guide as written,

    unfortunatly I get a bluescreen that says "Problem resetting the PC. No changes were made" with no Error code of some sort.

    May this be a hardware issue ?

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  3. Anonymous
    2023-12-15T20:56:57+00:00

    Hi naomi thönnissen

    Thank you for your response and apologies for the delay. I have already tried to reset my Surface device using a USB recovery image, but I received an error message stating that the device could not be reset to its default settings. The error message reads ‘Problem resetting the PC. No changes were made.’ Based on this error message, it seems that there is a hardware issue with the Surface device.

    For this case, please see these articles below for more details in getting service for the headphones:

    How to get service or repair for Surface - Microsoft Support

    Get service for your out of warranty or damaged Surface - Microsoft Support

    How much does out-of-warranty service cost for your Surface device or accessory? - Microsoft Support

    To contact the live support team.

    1. Go to Contact Us - Microsoft Support
    2. Choose how you would like to get support for your Surface device.
    3. Type in the problem you need help with.
    4. Look at any available solutions offered and select Contact Support.

    You can also check this forum article for a more detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

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