Concern about a lockup on my SurfaceBook 2

Question

THis morning after startin my Surface Book 2 my screenlocked with a black screen (not blue) with the Microsoft logo in the middle and a message below We are working on Updates. Don't Turn off Your Computer. I have has things like this happen before that were scams. This one did not ask for a phone number. However, there were moments where it appeared as someone was moving the mouse pointer around the screen at times. Is this something from Microsoft or am I being hacked now. My pc is now back to normal screens, however I did get a security screen asking rather than sign in with passkey asking for my pin, and it would not let me cancel, or select another method. Worried that it was phishing for more control. Not sure what to do?

Answer 1

This does not match the documented tech support scam pattern in the provided guidance. Microsoft’s scam guidance says scam pages typically show pop-ups, fake errors, audio, full-screen browser behavior, and often include a phone number or try to get personal or financial information. Real Windows error messages do not ask to call a support number.

A black screen with the Microsoft logo and an update message is consistent with normal Surface startup/update behavior. If the device has already returned to normal, that points away from the browser-based scam behavior described in the guidance.

Recommended next steps:

1. If the device is working normally now, do not call any number from any pop-up or screen.
2. If a similar screen appears again and the Surface stays stuck for several minutes, press and hold the power button until the Surface shuts down and restarts and the Windows logo appears again, about 20 seconds.
3. If Windows does not start after that, start the Surface from a USB recovery drive:
   • Shut down the Surface.
   • Insert the USB recovery drive.
   • Press and hold volume-down while pressing and releasing power.
   • Release volume-down when the Surface logo appears.
4. If the issue keeps happening, use Surface service/support options.

For the security concern:

• Microsoft will never call unexpectedly to say there is a problem with the computer or account.
• If a future screen includes a phone number, asks for payment, or asks to share personal or financial information, treat it as a scam.
• If a browser page ever appears to lock the PC, use Ctrl+Alt+Del and open Task Manager to close browser items, or shut down and restart.

The provided context does not confirm that the PIN prompt itself was phishing. The supported conclusion is that the update-style screen does not fit the documented scam pattern, especially since no phone number was shown and the device returned to normal.

---

References:

• Protect yourself from tech support scams
• What's new in Windows Security
• Surface turns on but is stuck on a logo screen
• How do I remove this Windows Security that has locked my computer - Microsoft Q&A
• Computer locked up - Microsoft Q&A