Surface book: April 2020 firmware updates bricked my device

Anonymous
2020-05-21T22:11:24+00:00

This morning my surface book downloaded some firmware updates and asked for me to restart my device.

(Here's the details on the update: https://support.microsoft.com/en-gb/help/4023488/surface-surface-book-update-history )

However, after the first restart, I find that the surface book is in a constant restart state. I cannot even force it to shut down or boot the UEFI menu.

This is exactly what it does:

Every 10 seconds or so, it will turn on, show me the "Surface" boot logo, and after 1 second immediately turns off. It does not even reach any Windows boot up sequence.

I found the following topic which advised doing a few steps but nothing works: 

https://answers.microsoft.com/en-us/surface/forum/all/surface-book-stuck-in-continuous-restarting-loop/91bc5782-aabf-4555-847a-05b92c88da6d

Could I please get some advice on what to do or how to fix this?

Thank you

Update: Seems the common factor between everyone who is having the issue is that the secure boot is disabled (I.e. there is a 'red strip' shown with an unlock icon being shown). 

Update 2: I have been told my Microsoft that they believe the fault has nothing to do with them. The high number of people who are in this thread with the exact same issue clearly shows that the fault is NOT ours. We are now looking to take legal action as this forced firmware update caused damage to our devices, for which we require compensation from Microsoft (a fix or a replacement free of charge).

For taking legal action and making complaints follow this link:https://www.microsoft.com/en-gb/legal/arbitration/EU-ODR.aspx

Surface | Surface Book | Install and update

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

167 answers

Sort by: Oldest
Most helpful Newest Oldest
  1. Anonymous
    2020-07-07T20:26:58+00:00

    In the process of the complaint will update you all soon

    Do you know that Microsoft will do something? Or just a wish?

    Can only hope that they will, but seems unlikely at this point.

    I'm looking into a way that we can fix this issue ourselves. Will keep you updated.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2020-07-07T20:44:31+00:00

    In the process of the complaint will update you all soon

    Do you know that Microsoft will do something? Or just a wish?

    Can only hope that they will, but seems unlikely at this point.

    I'm looking into a way that we can fix this issue ourselves. Will keep you updated.

    I have contacted multiple repair shops in my area and all of them either say that they won't work on it unless it is warranties (which they end up just shipping the device back to MS for repairs) or that they are aware of the issue that I described and only MS has the "secret tool" to fix the issue.

    I have been trying to get information from the tech support individual I am dealing with via email but unfortunately, the response times are poor and the quality of service and knowledge is sub-par to say the least.

    I was, however, provided a link by the tech which brought me to more downloads for the Surface devices. I don't know if anyone else has seen these but I certainly have not - especially the disk eraser. 

    Maybe some of you will have better luck than me since nothing I tried has worked so far

    https://www.microsoft.com/en-us/download/details.aspx?id=46703

    Was this answer helpful?

    0 comments
  3. Anonymous
    2020-07-07T22:14:56+00:00

    Currently the message has been passed on from dev team to higher ups at microsoft to make a decision. Gotta wait 72 hours.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2020-07-07T23:28:09+00:00

    Thanks for the info!

    Here's my take on this: 

    From what I understand, the bios chip is not initiating the start-up process, which would usually allow us to start up something from USB or from a hard drive.

    If I was using a desktop motherboard, I would just unplug the CMOS coin cell battery for about 1-2 minutes, which would reset the bios to the factory default settings.

    A surface does not have a CMOS battery like a desktop motherboard. Instead, the surface uses main battery to keep the bios setting (there's always battery levels reserved to keep the bios chips alive, even if the surface says 0%).

    So...in theory...if I unplug the main battery internally from the motherboard, the bios should reset. 

    Problem though, is that the surface devices are VERY difficult to disassemble. There's a good chance the screen will break upon trying to do this: https://www.ifixit.com/Teardown/Microsoft+Surface+Book+Teardown/51972

    Was this answer helpful?

    0 comments
  5. Anonymous
    2020-07-07T23:28:34+00:00

    Looks promising - looking forward to an update!

    Was this answer helpful?

    0 comments