Surface Book 3 - The newest update has completely bricked my Surface Book 3. Is there any hope for me?

Anonymous
2022-02-05T03:24:34+00:00

Hello, I am desperate for help. Microsoft "support" has told has no known solution. Thank you

Issue:

Since the latest Windows update, my computer will not turn on.

When attempting to power on, I receive the following error:

"Boot Error: Couldn't find a bootable operating system. Check the Boot Configuration to try to fix this"

Support told me to download a "Surface Recovery Image Download" from the website and extract the contents onto a 32gb Thumbdrive. I followed the instruction to boot up the computer with the thumdrive and select the "recovery option"

The computer begins to restart/recover process and immediately stops and goes to a blue screen that says the following:

"Reset this PC. There was a problem resetting your PC. No changes were made." the only option to select is cancel.

Here is where microsoft support says that they know no other solutions and they can only tell me that I no longer have a working computer. I must buy a new computer.

Looking for any help that they might have missed. The computer was working flawlessly before the update.

Details:

Update was the Morning of February 3rd, 2022. I was using my computer normally without a single issue. At about 10am I was prompted to begin the newest Windows update.

I have previously completed every update at the time I am prompted, so I believe I was up to date with all updates.

Device:

Surface Book 3 - 15 in. 512GB i7 32GB with GeForce

Thank you anyone that can help in advance.

My entire business workflow has been devastated. And because of the shortage in supply chain, I can not seem to find a comparable computer available for sale to replace mine

Surface | Surface Book | Install and update

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Anonymous
2022-02-07T20:11:06+00:00

Thank you for reporting this issue.  We are actively investigating. For additional help, contact Microsoft Support

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  1. Barb Bowman 80,810 Reputation points MVP Volunteer Moderator
    2022-02-09T09:50:33+00:00

    I can't answer many of your questions, but I have escalated this. Do you have an open IT Support case with Surface Support for Business on this issue?

    Microsoft does not 'repair' any of the internal components inside the SB3 which is why they won't just replace motherboards.

    Microsoft is investigating this issue, but there has been no other info other than that.

    ( I'm an unpaid volunteer and do not work for Microsoft. If you want background on what a Microsoft MVP is, see https://mvp.microsoft.com/en-us/Overview and for Volunteer Moderators see https://answers.microsoft.com/en-us/page/faq#faqWhosWho1 )

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  2. Anonymous
    2022-02-09T05:29:55+00:00

    We have 70 of these. 7 have confirmed to have bricked. We have dozens that are pending the restart that we have instructed users not to reboot until further notice. I followed the same steps as you, neither worked because they can't see the drive because the firmware crashed the UEFI, if my suspicions are right. I reported this last Thursday, we are no closer to a solution now than we were then. They seem to be suggesting that they might replace the impacted devices with a couple of caveats:

    1. All data on the device will be lost.
    2. Best I can tell, they will only replace warrantied systems for free. if it's out of warranty it will cost $649.

    This begs a couple of questions:

    1. Why wouldn't they just replace the motherboard? The drive shouldn't be bad, its the BIOS. It would seem there's a way to save the drives.
    2. Why should anyone have to pay for a replacement when it was Microsoft who bricked these devices?
    3. Assuming all the $ issues get sorted out, how long will it take to get the replacements? The last item I had to have replaced by Microsoft, a Surface docking station, I had to ship it back and they didn't ship the replacement until they got the defective device back. If that's the process here, we're talking weeks from whenever they actually approve the replacements.

    I'm at a complete loss as to how Microsoft could have been this reckless with a firmware update and be so lacking in urgency to resolve it swiftly.

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  3. Anonymous
    2022-02-08T00:46:32+00:00

    Sure ...******@soleco-canada.com please don t hesitate.

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  4. Anonymous
    2022-02-07T22:16:48+00:00

    Yes,

    I am completely in agreement with you and I can tell we share the same urgency and helplessness.

    If there is a way for you to ping me direct, and there is a part of your business that is looking to request damaged from msft legally, I would like to partner with you.

    I can also show real, material, business losses from this.

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