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

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  1. Anonymous
    2020-06-25T18:05:36+00:00

    There's another video I found from a while back with the same issue:

    https://www.youtube.com/watch?v=U1aSIU1vK0w&lc=UgyAglU9F7B4kRMYAFJ4AaABAg.98e0qoInFML9A936I9Rryd

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  2. Anonymous
    2020-06-25T16:21:58+00:00

    Hi all,

    So today support just got back to me.

    The Microsoft technical team have apparently looked into the issue and have officially ruled out the link between this issue and the firmware update.

    This is very disheartening, considering there are so many of us with the same problem. They have also now told me that I can get a replacement for roughly £600, which again, is insane to ask for.

    The support person I was in contact with has been very helpful despite this outcome. They told me that I can pursue an official complaint through the ODR (Online Dispute Resolution): https://www.microsoft.com/en-gb/legal/arbitration/EU-ODR.aspx

    I am now making the application to complain and I suggest everyone else do the same.

    Furthermore, I think people need to be made aware of this issue through online tech articles or Youtubers. This effectively means that surface devices do not support dual boot options (which is why my secure boot was disabled in the first place). Anyone who tries to  download firmware updates while secure boot is disabled WILL have a bricked device.

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  3. Anonymous
    2020-06-20T14:58:45+00:00

    That's a real shame - I hope for all our sakes that we are given some kind of guide on how to flash the bios and reset the surfacebook...

    I know for a fact that the support person is reading through this topic, but I can't say the same for the technical team. I'm not getting any information on what they are doing to help solve this issue or how much longer it would take them.

    I think Mark and Kamikatze are absolutely right - there are enough of us to prove that this is a problem on their side. I would definitely be up for getting in contact with some tech magazines and finding more about customer protection to find out if we can make some kind of claim.

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  4. Anonymous
    2020-06-19T19:21:45+00:00

    Yes there is even no Microsoft service office in my country too. What a shame Microsoft !

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  5. Anonymous
    2020-06-19T12:46:49+00:00

    I think a link to this thread should be sent to some online tech magazines and see if we can get some traction for our issue...

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