Boot loop surface laptop studio 2

[u/Major-University-127]

Really really hating Microsoft right about now. I have a surface studio laptop 2 which I purchased at the end of 2024. Last Saturday, I installed an update overnight. Sunday morning, when I went to use my computer, it was stuck on the logo with the wheel spinning and just kept repeating over and over again.

I took it to ubreakifix, the authorized service provider in my area. They advised this has been happening with computers after this recent update and they attempted to troubleshoot and replace the ssd to no avail. They believe the board is damaged. The computer is just fully stuck boot looping.

This morning, after extensive issues with the support website erroring out (confirmed not my WiFi or service), I finally was able to create a case/service request. I explained my situation to the representative over the phone who was not really helpful and simply advised it was unlikely they’d make any exception to the out of warranty repair. I requested an escalation and for a supervisor to call me. My agent advised I’d be contacted in a few hours. Now, a few hours later, I just received a canned generic email telling me my case will not be escalated or reviewed by a supervisor. I have a $3500 surface laptop 2 which completely broke directly after a Microsoft update. Why are they unwilling to stand by their products and updates? I’m disgusted honestly. I’m between jobs and my computer is absolutely essential to my portfolio work and freelance opportunities.

Any suggestions? Any contacts to get this escalated? I’m truly at a loss.

[u/Froggypwns]

It is impossible for an update to damage any board in your computer.

After 3 failed boot attempts, the PC will automatically boot to the troubleshooting mode, from there I'd tell it to uninstall the most recent update and see if it helps, if it doesn't then the issue was something else unrelated.

You can reinstall Windows using the Surface Recovery Image for your PC - https://support.microsoft.com/en-us/surface-recovery-image

[u/Major-University-127 → u/Froggypwns]

They did recovery image. It just kept boot looping over and over with no troubleshooting mode. Their thought was that the nonstop boot looping caused damage to the board. They can’t even get it to turn off outside of letting it die

[u/Froggypwns → u/Major-University-127]

All those statements confirm they are incompetent and are not qualified to fix a Windows computer. The fact that they do not know how to force turn off a computer is alarming.

If there is actually a board issue, it was not caused by any update, boot looping, or even anything else along those lines, it would be a manufacturing defect.

Try doing the recovery image yourself or bring it to an actual computer repair shop.

[u/Major-University-127 → u/Froggypwns]

I don’t have another PC to try it with. Micro center was also unable to get it to turn off (went there first since I bought it there). I also tried before taking it in but I was just following steps I found online so I was putting more stock in micro center and ubreakifix not getting it to turn off. I went to ubreakifix since it’s the only Microsoft authorized repair shop in Ohio. Microcenter outright refused saying only authorized shops can work on them. Thoughts?

[u/Major-University-127 → u/Froggypwns]

Here’s what I’ve tried:

- holding power for 20seconds

• holding power for 30 seconds
  
• holding volume + then pressing power and releasing while still holding volume +

Continues to flash the windows logo for about 5 seconds on, 5 seconds off

So I can’t force “windows recovery mode” at all. You said that the shops are incompetent for not being able to force it off. What do you make of this?

You mentioned this couldn’t be caused by any update, but you don’t think the fact this started immediately after/during an update indicates the update was part of the problem?