My laptop is stuck in a restarting loop

Question

Hi, i bought my laptop (microsoft surface book 2) 3 and a half years ago. 3 months ago, for no reason it randomly restarted. This was slowly became a bigger issue and I was unable to use my laptop for around 10 mins because of it. I tried reseting windows but that did nothing. Then I tried to reinstall windows. The message: The computer restarted unexpectedly or encountered an unexpected error. Windows installation cannot proceed. To install windows, click OK to restart the computer, and then restart the installation pops up. After I press OK, it restarts and the same thing happens. It reads the exact same message. I have even tried restarting, shutting down and waiting for the battery to die. None of these have worked.

Answer 1

Thank you for posting in Microsoft Community.

We understand that you're having issue with your Surface Book 2.

I noticed you were trying to reinstall the system, but it failed.

So,the best thing we could do is to refer you to the online service channel which is best to handle your concern. Please follow the steps below:

1. Go to Device service and repair and sign in with your Microsoft account.
2. If your device is already registered, select it and follow the instructions. If your device isn't listed, select Register device, then follow the instructions to get service.

I wish you all the best and hoping you'll get a resolution there. Here is more information you can check on how to get service:

• How to get service or repair for Surface - Microsoft Support

Lugoo Bei | Microsoft Community Support Specialist

Answer 2

Hi,

is there any other method I can do to get my surface running without servicing it.

Answer 3

Thank you for your feedback, getting it repaired might be the best way to go, but if you want to try other methods, you can give these a shot:

To download the Recovery Image: You'll another working device running on Windows.

1. Visit the page toDownload the recovery image for your Surfacehttps://support.microsoft.com/surfacerecoveryimage1. Sign in with your Microsoft Account
2. From the list of Surface devices available, select the device that you need a recovery image for
3. 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.Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery drive.Format USB Drive:1. Insert your USB drive into the USB port of your PC.
6. From the desktop, open File Explorer
7. Tap and hold or right-click on the USB drive and choose Format.
8. 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
9. Tap or click OK to erase the contents of the USB drive
10. Tap or click OK when the format is completeCreate a recovery drive:1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
11. Select the USB drive you formatted earlier for the location and click Extract.Use a USB recovery drive to reset your Surface:1. Shutdown the Surface
12. Insert the USB recovery drive into the USB port
13. Press and hold the volume-down (-) rocker
14. Press and release the power button
15. When the Surface logo appears, release the volume-down (-) rocker
16. Surface will start the recovery software on the USB recovery drive
17. When prompted, choose your language options and keyboard layout.
18. Select Troubleshoot
19. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
20. If prompted, select Repartition the drives
21. If prompted for BitLocker Key, tap Skip this Drive.

If you can’t boot from your USB recovery drive, you may need to ensure that the boot-from-USB function in the Surface BIOS is enabled or configure the boot order, so the USB drive is the first option. For more info, see Boot Surface from a USB device.

I hope to hear back from you.