Windows Update Stuck

Question

My wife clicked on a Windows update May 30, and it did not go well. The update will not complete and a short time later a BitLocker warning appears. We can't get past that to uninstall the update. Thankfully it is only affecting one computer.

Any ideas?

Steve

Answer 1

Hi,

If you are unable to get past the BitLocker recovery screen after following the AI's suggested solutions, the only place you can find the BitLocker recovery key is in the Microsoft account that was used to set it up, whether it is a personal account or a work or school account.

Personal Microsoft account:

https://account.microsoft.com/devices/recoverykey

Work or school account:

https://aka.ms/aadrecoverykey

If you did not set up BitLocker on your computer yourself, it is most likely that it was enabled by default by the manufacturer or by the person who initially set up your computer.

Unfortunately, only the person who set up BitLocker can access the recovery key for security reasons. Even Microsoft Support does not have access to it.

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If you cannot find the recovery key, I’m sorry, but there is no way to bypass BitLocker. In this situation, formatting the hard drive and performing a clean installation of the Windows OS will be necessary. Please note that this process will result in data loss.

Find an empty USB drive with at least 8 GB of space and a working computer, then follow the steps below:

1. Click this link: https://www.microsoft.com/software-download/windows11

Under Download Windows 11 Disk Image (ISO), Click on "Download tool now."

2. Run the tool, create a bootable USB drive or ISO file, and deselect the 'Use the recommended options for this PC' box to choose the correct language and edition.

Once the process is done:

1. Connect the installation media to your PC.
2. Start your PC and press any key to continue. Click Next > Click Install Now.
3. When the Windows Setup starts, follow the on-screen instructions.

Note: If prompted for a product key, click 'I do not have a product key' and then click Next.

Make sure you install the same edition of Windows 11 (Home or Pro) that you previously had installed to avoid activation issues.

For a step-by-step guide with illustrations, click the link below and scroll down to the 'Steps to reinstall Windows with media' section, then expand the 'Clean install' option:

https://support.microsoft.com/windows/reinstall-windows-with-the-installation-media-d8369486-3e33-7d9c-dccc-859e2b022fc7

Answer 2

Use Windows Recovery Environment (WinRE) to roll back or repair the failed update and get past the BitLocker screen.

1. Force Windows into Recovery Environment
   1. Turn the PC on and wait until the Windows logo or manufacturer logo appears.
   2. As soon as it appears, hold the power button until the PC turns off.
   3. Repeat this power‑on / forced‑off cycle 2–3 times.
   4. On the next start, Windows should show “Preparing Automatic Repair” and then the Automatic Repair or Recovery screen.
2. Use System Restore or Startup Repair
   1. On the Automatic Repair screen, select Advanced options.
   2. Go to Troubleshoot > Advanced options.
   3. First try System Restore and choose a restore point from before May 30 (before the update). Let it complete and reboot.
   4. If System Restore is not available or fails, go back to Advanced options and run Startup Repair.
3. If still stuck, reset Windows while keeping files If the update corruption is severe and BitLocker keeps blocking normal boot, use a repair install from WinRE:
   1. From Troubleshoot, select Reset this PC.
   2. Choose Keep my files (this removes apps and settings but keeps personal files).
   3. Choose Cloud download or Local reinstall (Cloud download is usually more reliable if the connection is stable).
   4. Let the process finish and then sign in and re‑install apps.
4. If the PC is a Surface device If this is a Surface and Windows Update continues to fail after repair, use a fresh recovery image and USB recovery drive as described in the Surface recovery guidance, then fully update Windows again from Settings > Windows Update until no more updates are offered.

If BitLocker asks for a recovery key during any of these steps, use the recovery key saved to the Microsoft account or printed/saved when BitLocker was enabled.

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References:

• Troubleshoot problems updating Windows
• Plethora of issues relating to windows and possibly security. - Microsoft Q&A I'm not sure where to start.
• New laptop MSI won't go past update installation at first boot - Microsoft Q&A
• Surface Pro 8 Not Updating to 24H2 - Microsoft Q&A