Windows 10 not booting on Surface Laptop 2

Question

Windows 10 not booting on Surface Laptop 2

loey salam 0

Windows 10 not booting on Surface Laptop 2, which is probably due to the update, as it happen sunddly and for no obiovous reason. I have downloaded the Recovery Image from the Website, but it can't repair, or get the laptop to its orginal state, without reinstalling Windows. I have files not backed up and programs. Is there any way of back my files through the Command Prompt or any other suggestion please?

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Answer 1

Emma1-N 10,225 Microsoft External Staff Moderator

Welcome loey salam,

I understand how frustrating it can be when your Surface Laptop 2 running Windows 10 is no longer booting, and you would like to recover your files before considering a Windows reinstallation.

Before proceeding, could you please clarify:

Are you able to access the Windows Recovery Environment (Advanced startup options)?
Do you see any specific error message during startup, or does the device remain stuck on the Surface logo?

I look forward to your reply so we can continue working together to address the issue.

loey salam 0 Reputation points

2026-07-23T09:01:29.47+00:00

Thank you for the reply. Yes, I can access the Windows Recovery Environment, although non of the options works, like repair, system restore or uninstall updates. The only option left for me is to reinstall Windows and delete all the personal files.

When I start the laptop without a booting USB, there is no error message, it just waits for about 10 minutes and it ends into the BIOS.

I have tried to get into the Command Prompt, and into C: drive, but couldn't see actual directory in C properly (maybe need to get into it, to learn my way around it), but so far the type of directories in C doesn't make sense to me?
Emma1-N 10,225 Reputation points Microsoft External Staff Moderator

2026-07-25T07:54:26.6333333+00:00
Hello loey salam,

Thank you for your response. Please check the step: In place repair

In-place upgrade is a process wherein it will upgrade the device to the latest version and repair many issues without deleting any files. Usually, it is used to repair corrupted system files, apps, and even incompatible drivers on the system.

Download the Media Creation Tool from Microsoft: Download Windows 10

Run the tool and select Upgrade this PC now.

Follow the prompts and choose Keep personal files and apps.

Click Install.

Wait for the installation to complete (the PC will restart several times)
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loey salam 0 Reputation points

2026-07-25T13:50:42.2366667+00:00

Hi Emma,

Thank you for your reply.

I have downloaded the Media Creation Media on a USB and run it, but it gave me a compatibilty report stating that "the Upgrade option is not availiable if you start your computer using Windows installation media. If a copy of windows is already installed, remove the USB and restart your computer. After Windows has started normally, insert the installation media and run the Windows Setup"?

Do I need to create an ISO image instead of just down loading on a USB or this method doesn't work beacuse something is wrong with this laptop?One more thing, When I choose custom installation, there no drives can be found?
Emma1-N 10,225 Reputation points Microsoft External Staff Moderator

2026-07-28T06:42:12.6833333+00:00
Hello loey salam,

Thank you for the update.

The Upgrade option is only available when Windows is running normally and Setup is launched from within Windows, so the message you received is expected when booting from the USB.

More importantly, since no drives appear during Custom Installation, we need to determine whether the SSD is being detected. Please boot from the USB, press Shift + F10, and run:

diskpart

list disk

Please let us know if any disk is listed and what capacity is shown.

If the drive is detected, we can try recovering your files before considering a Windows reinstall. If no disk is detected, this may indicate an issue with the SSD or storage hardware.
loey salam 0 Reputation points

2026-07-28T09:33:21+00:00

Hi Emma,

Please see image of list disk above, this is the only disk I can find and No GPT marked?

What do you think?
Emma1-N 10,225 Reputation points Microsoft External Staff Moderator

2026-07-29T06:57:57.2466667+00:00
Hello loey salam,

Thank you for the screenshot.

The 57 GB disk shown in DiskPart appears to be the USB recovery/install drive, and I do not see the internal SSD listed. This would explain why Windows Setup cannot find any drives and why the device cannot boot normally.

Could you please check if the SSD is detected in Surface UEFI?

Power off the Surface completely

Press and hold Volume Up

While holding Volume Up, press and release the Power button

Continue holding Volume Up until the Surface UEFI screen appears

Look for any storage/SSD information and let us know if the internal drive is listed
loey salam 0 Reputation points

2026-07-29T20:27:00.8333333+00:00

Dear Emma

Thank you for the reply.

Although I do not know how to find the SSD drive info in the UEFI? I have Bootconfigt.jpg searched in the internet on how to find this but unsuccessfuly.

Please find images attached of Device info, Boot Config in the BIOS. Please can you let me know how to find an SSD info in the BIOS?
loey salam 0 Reputation points

2026-07-29T20:27:34.4166667+00:00

Image moved to the previous comment due to duplication
Ian-T 8,400 Reputation points Microsoft External Staff Moderator

2026-07-30T07:56:56.2833333+00:00

Hi loey salam

I'll remove the ID for security reason and thank you for providing the additional screenshots.

You are looking in the correct area. On this Surface model, UEFI does not display a separate page showing the SSD model or capacity. The “Internal Storage” and “Windows Boot Manager” entries under Boot configuration are boot options only, so their presence does not confirm that the internal SSD is currently detected.

Based on the earlier DiskPart screenshot, only the 57 GB USB drive is detected. This is also consistent with Windows Setup showing no available installation drives. Therefore, creating another ISO or changing the GPT setting on the USB drive would not resolve the issue, because the internal storage is not available to the installer.

You can confirm that all boot options remain enabled and perform one forced restart by holding the Power button for approximately 20 seconds. However, since the Surface recovery image, Windows Setup, and DiskPart all fail to detect the internal drive, the next appropriate step is to arrange a hardware inspection or service for the Surface.

Unfortunately, if the internal storage has failed and remains undetected, software commands cannot access or back up the personal files. Please do not use DiskPart commands such as clean, as those are destructive and will not repair an undetected drive.

I’m sorry there is not another recovery step I can safely provide from the forum side. At this stage, professional hardware service is the appropriate next step.

Thank you for your understanding
loey salam 0 Reputation points

2026-07-30T08:07:50.78+00:00

Hi Ian,

Thank you for the reply.

I will try to take it to a professional to look at it. Unfortuntley I am not in the UK at the moment but in Greece, which tends to complicate the matter a bit.

Anyhow, thank you for all your help.
Ian-T 8,400 Reputation points Microsoft External Staff Moderator

2026-07-30T08:13:35.87+00:00

Thank you loey salam for your quick response.

Please let us know the result once you got the device checked.

Thank you for being so patient and have a nice day