Hello! I've recently reset my Surface RT to factory settings. Now after setting it up again and installing all needed updates via WindowsUpdate, I also wanted to install the optional ones - especially the one with the Windows 10-like start menu because I like it much better than the big tiles :D So here I go... but after the needed restart the screen stays black with a blinking WiFi icon in the bottom left and a mouse arrow when I touch the screen or the touchpad (watch here: Youtube Video ) I waited a few hours if there was an update to be finished (until the battery ran out!) - but nothing happened. I already did a complete factory reset Also a complete reset with a recovery USB drive (Windows 8.1 RT image 20.8.17.0) I am out of ideas... I tried these procedures already... The first time I installed many updates by hand because WindowsUpdate got stuck - OK I thought this was the mistake... So the second time I installed only KB2919355, KB3173424 and KB3172614 by hand because of WindowsUpdate stuck again... afterwards I thought this was the mistake because it didn't work... So the last time I tried everything over WindowsUpdate - which worked only because I flushed the DNS cache before and did the WindowsUpdate repair option from the settings. Again it didn't work... It works completely flawless until I install an optional update. PS: I've seen there are already others with this issue which seems to happen since this january... Please help! Thank you.

Hi everyone, Thank you for your feedback. We have identified the root cause and published a fix through Windows Update. This fix is available in the August 14, 2018—KB4343898 (Monthly Rollup) package . Addresses an issue that may prevent your device from starting up properly if you install KB3033055 (released September 2015) after installing any Monthly Rollup dated November 2017 or later. If your device is already booting to a black screen, you may need to Restore/refresh Surface with a recovery image. Greg

I am certain the issue is January 8, 2018—KB4056895 (Monthly Rollup). (it likely has a conflict with KB3033055) I did a clean reset, hid KB4056895, and installed ALL other updates (except Previews). Surface RT is fine and there is ~15GB free space leftover. Note that MS reports that KB4056895 causes some old machines to get "into an unbootable state after installing this KB." Surface RT is not mentioned (and this black screen issue is not a boot problem), but maybe the KB4056895 problem is related. Read details in KB4056895 support page. I suggest skipping KB4056895 and waiting for the February Rollup. Who dares try the February Rollup!?

I am certain the issue is January 8, 2018—KB4056895 (Monthly Rollup). I did a clean reset, hid KB4056895, and installed ALL other updates (except Previews). Surface RT is fine and there is ~15GB free space leftover. Note that MS reports that KB4056895 causes some old machines to get "into an unbootable state after installing this KB." Surface RT is not mentioned (and this black screen issue is not a boot problem), but maybe the KB4056895 problem is related. Read details in KB4056895 support page. I suggest skipping KB4056895 and waiting for the February Rollup. Who dares try the February Rollup!?

Its not just KB3097667 that is causing a problem, its the optional updates, one in particular KB3033055 and the others with it are questionable. By experience resetting the RT several times, its obvious now that the optional updates if you put them on, cause the black screen problem. Follow garym123 January 28 or joe murphy Feb 6 steps EXCEPT DONT INSTALL KB3097667 AND DONT INSTALL OPTIONAL UPDATES You have to do a complete reset of the RT which means it wipes the Surface and starts it over like when purchased. Make a recovery usb drive and follow the instructions to reset. Use Reset from USB recovery media: If Windows fails to start, you can perform the reset by using USB recovery media if available. from this link: https://support.microsoft.com/en-us/help/4037673/surface-refresh-or-reset-surface-rt-or-surface-2 Reset from USB recovery media Note To learn how to create a USB recovery drive, see Create a USB recovery drive or Download a recovery image for your Surface . Reset your Surface from the USB recovery drive by following these steps: Shut down your Surface and plug it in so you don’t run out of power during the refresh. Insert the USB recovery drive into the USB port. Press and hold the volume-down button while you press and release the power button. When the Surface logo appears, release the volume-down button. When prompted, select the language and keyboard layout you want. Select Troubleshoot > Reset your PC. If prompted for a recovery key, select Skip this drive at the bottom of the screen. Select the operating system you want to reset. This refers to the current operating system installed on your Surface. Select Yes, repartition the drives. On the next page, select Next. Choose either Just remove my files or Fully clean the drive. The option to clean the drive is more secure but takes much longer. For example, if you are recycling your Surface, you should clean the drive. If you are keeping your Surface, you just need to remove your files. 10. Select Reset. Surface restarts and the Surface logo appears while the reset process continues (this can take several minutes). 11. Start the updating. Once you see in your update history that 2919355 has been successfully installed, then proceed with the steps from garym123 January 28 or joe murphy Feb 6. Their steps will get the RT going again........ EXCEPT DONT INSTALL KB3097667 AND DONT INSTALL OPTIONAL UPDATES anymore ever! Sad that the updates foul the RT but it can be reset without having to pay to get it useable again. As old as the RT is now, and the way the updates load it up and take up all the disk space, after getting it reset, go to Services from Computer Management and disable the Windows Update Service to stop the updates altogether. I mean why not so that the thing can be used without messing it up........at this point that's a better solution than to have to waste all this time fixing the thing!!!

Surface RT "dead"/black screen after installing optional upgrade(s)

Anonymous

Hello!

I've recently reset my Surface RT to factory settings.

Now after setting it up again and installing all needed updates via WindowsUpdate, I also wanted to install the optional ones - especially the one with the Windows 10-like start menu because I like it much better than the big tiles :D

So here I go... but after the needed restart the screen stays black with a blinking WiFi icon in the bottom left and a mouse arrow when I touch the screen or the touchpad (watch here: Youtube Video)

I waited a few hours if there was an update to be finished (until the battery ran out!) - but nothing happened.

I already did a complete factory reset
Also a complete reset with a recovery USB drive (Windows 8.1 RT image 20.8.17.0)
I am out of ideas...

I tried these procedures already...

The first time I installed many updates by hand because WindowsUpdate got stuck - OK I thought this was the mistake...
So the second time I installed only KB2919355, KB3173424 and KB3172614 by hand because of WindowsUpdate stuck again... afterwards I thought this was the mistake because it didn't work...
So the last time I tried everything over WindowsUpdate - which worked only because I flushed the DNS cache before and did the WindowsUpdate repair option from the settings. Again it didn't work...

It works completely flawless until I install an optional update.

PS: I've seen there are already others with this issue which seems to happen since this january...

Please help!

Thank you.

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.

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Answer accepted by question author

Anonymous

You can remove KB3033055 after getting the flickering wifi icon, no need to reset from scratch.

- Interrupt the boot process a couple times by holding down the power button to force windows into startup repair.

- Open the command prompt from the menus. (Troubleshoot, Advanced, Command Prompt)

- You will be prompted to enter username and password

- At the command prompt type:

dism /image:c:\ /get-packages > c:\dism-output.txt

notepad c:\dism-output.txt

In notepad press ctrl-f and type 3033055, you should find the full name (In my case it was Package_for_KB3033055~31bf3856ad364e35~arm~~6.3.1.19)

Back to the command prompt, In my case I typed:

dism /image:c:\ /remove-package /packagename:Package_for_KB3033055~31bf3856ad364e35~arm~~6.3.1.19

exit

From there you should be able to continue to Windows as normal.

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Answer accepted by question author

Anonymous

Hi everyone,

Thank you for your feedback. We have identified the root cause and published a fix through Windows Update. This fix is available in the August 14, 2018—KB4343898 (Monthly Rollup) package.

Addresses an issue that may prevent your device from starting up properly if you install KB3033055 (released September 2015) after installing any Monthly Rollup dated November 2017 or later.

If your device is already booting to a black screen, you may need to Restore/refresh Surface with a recovery image.

Greg

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78 additional answers

Anonymous

2018-02-09T16:24:44+00:00

I am certain the issue is January 8, 2018—KB4056895 (Monthly Rollup).

(it likely has a conflict with KB3033055)

I did a clean reset, hid KB4056895, and installed ALL other updates (except Previews). Surface RT is fine and there is ~15GB free space leftover.

Note that MS reports that KB4056895 causes some old machines to get "into an unbootable state after installing this KB." Surface RT is not mentioned (and this black screen issue is not a boot problem), but maybe the KB4056895 problem is related. Read details in KB4056895 support page.

I suggest skipping KB4056895 and waiting for the February Rollup. Who dares try the February Rollup!?
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Anonymous

2018-02-09T16:21:24+00:00

I am certain the issue is January 8, 2018—KB4056895 (Monthly Rollup).

I did a clean reset, hid KB4056895, and installed ALL other updates (except Previews). Surface RT is fine and there is ~15GB free space leftover.

Note that MS reports that KB4056895 causes some old machines to get "into an unbootable state after installing this KB." Surface RT is not mentioned (and this black screen issue is not a boot problem), but maybe the KB4056895 problem is related. Read details in KB4056895 support page.

I suggest skipping KB4056895 and waiting for the February Rollup. Who dares try the February Rollup!?
Was this answer helpful?

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Anonymous

2018-02-09T00:22:49+00:00
Its not just KB3097667 that is causing a problem, its the optional updates, one in particular KB3033055 and the others with it are questionable. By experience resetting the RT several times, its obvious now that the optional updates if you put them on, cause the black screen problem.

Follow garym123 January 28 or joe murphy Feb 6 steps

EXCEPT DONT INSTALL KB3097667

AND

DONT INSTALL OPTIONAL UPDATES

You have to do a complete reset of the RT which means it wipes the Surface and starts it over like when purchased. Make a recovery usb drive and follow the instructions to reset.

Use
- Reset from USB recovery media: If Windows fails to start, you can perform the reset by using USB recovery media if available.
from this link:

https://support.microsoft.com/en-us/help/4037673/surface-refresh-or-reset-surface-rt-or-surface-2

Reset from USB recovery media

Note

To learn how to create a USB recovery drive, see Create a USB recovery drive or Download a recovery image for your Surface.

Reset your Surface from the USB recovery drive by following these steps:
1. Shut down your Surface and plug it in so you don’t run out of power during the refresh.
2. Insert the USB recovery drive into the USB port.
3. Press and hold the volume-down button while you press and release the power button. When the Surface logo appears, release the volume-down button.
4. When prompted, select the language and keyboard layout you want.
5. Select Troubleshoot > Reset your PC.
6. If prompted for a recovery key, select Skip this drive at the bottom of the screen.
7. Select the operating system you want to reset. This refers to the current operating system installed on your Surface.
8. Select Yes, repartition the drives. On the next page, select Next.
9. Choose either Just remove my files or Fully clean the drive.
The option to clean the drive is more secure but takes much longer. For example, if you are recycling your Surface, you should clean the drive. If you are keeping your Surface, you just need to remove your files. 10. Select Reset.

Surface restarts and the Surface logo appears while the reset process continues (this can take several minutes). 11. Start the updating. Once you see in your update history that 2919355 has been successfully installed, then proceed with the steps from garym123 January 28 or joe murphy Feb 6. Their steps will get the RT going again........

EXCEPT DONT INSTALL KB3097667

AND

DONT INSTALL OPTIONAL UPDATES anymore ever!

Sad that the updates foul the RT but it can be reset without having to pay to get it useable again.

As old as the RT is now, and the way the updates load it up and take up all the disk space, after getting it reset, go to Services from Computer Management and disable the Windows Update Service to stop the updates altogether. I mean why not so that the thing can be used without messing it up........at this point that's a better solution than to have to waste all this time fixing the thing!!!
Was this answer helpful?

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