Microsoft Windows won't load on a Surface Studio Laptop

Forums › Microsoft Windows › Microsoft Windows won't load on a Surface Studio Laptop

frednz

1467 posts

Uber Geek
+1 received by user: 429
Inactive user

#304664 25-May-2023 16:48

A friend who owns a Surface Studio Laptop that is only 10 months old has been unable to load Windows. The logo loads ok, but after a minute or so, the computer switches itself off. So, she took her computer back to who she bought it from and they tried to reinstall Windows 11, but this didn't work. The dealer said they would send the computer back to Microsoft under warranty, but she should expect to lose all her programs and data.

Has anyone else had this happen? Is there any way the data and programs can be saved? What is the most likely cause of this failure?

Thanks for your help.

hsvhel

1273 posts

Uber Geek
+1 received by user: 596

ID Verified

#3079652 25-May-2023 17:00

can you boot it in safe mode and retrieve data?

Referral Link Quic

Free Setup use R502152EQH6OK on check out

frednz

1467 posts

Uber Geek
+1 received by user: 429
Inactive user

#3079653 25-May-2023 17:03

hsvhel:

can you boot it in safe mode and retrieve data?

No, the dealer was apparently unable to do this.

xpd

Geek of Coastguard
14115 posts

Uber Geek
+1 received by user: 4574

Retired Mod

ID Verified

Trusted

Lifetime subscriber

#3079654 25-May-2023 17:11

Get it to a geek to try via a linux USB stick..... failing this, then no, if not booting into any OS, then you're stuck unfortunately.

XPD / Gavin

LinkTree

frednz

1467 posts

Uber Geek
+1 received by user: 429
Inactive user

#3079656 25-May-2023 17:36

xpd:

Get it to a geek to try via a linux USB stick..... failing this, then no, if not booting into any OS, then you're stuck unfortunately.

Apparently the computer is not booting into any OS, so when you say "you're stuck", I guess this means she will lose all her programs and data. This shows the importance of continuously backing everything up.

freitasm

BDFL - Memuneh
80646 posts

Uber Geek
+1 received by user: 41030

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#3079667 25-May-2023 20:01

If the computer is using Windows Pro and Bitlocker is enabled then booting with Linux will see nothing as drive is encrypted. Could you confirm?

Referral links: Quic Broadband (free setup code: R587125ERQ6VE) | Samsung | AliExpress | Wise | Sharesies

Support Geekzone by subscribing (browse ads-free), or making a one-off or recurring donation through PressPatron.

Ruphus

469 posts

Ultimate Geek
+1 received by user: 181

#3079671 25-May-2023 20:24

The Surface Laptop Studio has a removable m.2 SSD so you may be able to transfer to another device. However, you will need the recovery key if BitLocker was enabled.

Was the laptop bought from an authorized Microsoft dealer?

Dyson

Shop now for Dyson appliances (affiliate link).

frednz

1467 posts

Uber Geek
+1 received by user: 429
Inactive user

#3079674 25-May-2023 21:28

Ruphus: The Surface Laptop Studio has a removable m.2 SSD so you may be able to transfer to another device. However, you will need the recovery key if BitLocker was enabled.

Was the laptop bought from an authorized Microsoft dealer?

Yes it was, thanks for your post.

Silvrav

477 posts

Ultimate Geek
+1 received by user: 173

ID Verified

#3079726 26-May-2023 08:35

Yes, ask tehm to remove the SSD to try and recover the data (if the SSD is not the problem)

https://youtu.be/cnBAeUD0Li4

frednz

1467 posts

Uber Geek
+1 received by user: 429
Inactive user

#3079774 26-May-2023 10:36

Silvrav:

Yes, ask tehm to remove the SSD to try and recover the data (if the SSD is not the problem)

https://youtu.be/cnBAeUD0Li4

Thanks for the link, it provides a very good guide as to how to service the Surface Studio. I agree that the SSD, if not faulty, would be useful in recovering the data and should be given to the client if the unit is replaced with a new one. But here's a question, do Microsoft actually do repairs to laptops that are under warranty or do they simply replace faulty units with brand new ones?

Silvrav

477 posts

Ultimate Geek
+1 received by user: 173

ID Verified

#3079776 26-May-2023 10:41

frednz:

Silvrav:

Yes, ask tehm to remove the SSD to try and recover the data (if the SSD is not the problem)

https://youtu.be/cnBAeUD0Li4

Thanks for the link, it provides a very good guide as to how to service the Surface Studio. I agree that the SSD, if not faulty, would be useful in recovering the data and should be given to the client if the unit is replaced with a new one. But here's a question, do Microsoft actually do repairs to laptops that are under warranty or do they simply replace faulty units with brand new ones?

In my experience, it depends on the tech centre who handles it and whats wrong. If its something simple, they will repair OR replace with a previously fixed unit. If its major they will just replace. These days one just doesnt know. But I would suggest OP specifically ask them to remove the SSD and provide this to him (a few factors again, bitlocker could be an issue and the drive is still ok)

Probably the worst time to say, but it needs to be said, but get your friend to now invest in off device backups or cloud backup as unfortunately things like this happens more often then not.

trig42

5889 posts

Uber Geek
+1 received by user: 2094

ID Verified

#3079777 26-May-2023 10:48

frednz:

A friend who owns a Surface Studio Laptop that is only 10 months old has been unable to load Windows. The logo loads ok, but after a minute or so, the computer switches itself off. So, she took her computer back to who she bought it from and they tried to reinstall Windows 11, but this didn't work. The dealer said they would send the computer back to Microsoft under warranty, but she should expect to lose all her programs and data.

Has anyone else had this happen? Is there any way the data and programs can be saved? What is the most likely cause of this failure?

Thanks for your help.

If the retailer tried to install Win11, there's a good chance that the drive is already wiped (that's the first step).

If they didn't get to the User Interface to install Windows, then data may still be there, but it will probably be bitlockered.

When they get it back, if they have Office, they should have OneDrive - at the very least set that to sync Documents/Pictures and Desktop.

Lenovo

Shop now for Lenovo laptops and other devices (affiliate link).

frednz

1467 posts

Uber Geek
+1 received by user: 429
Inactive user

#3079878 26-May-2023 20:19

Silvrav:

In my experience, it depends on the tech centre who handles it and whats wrong. If its something simple, they will repair OR replace with a previously fixed unit. If its major they will just replace. These days one just doesnt know. But I would suggest OP specifically ask them to remove the SSD and provide this to him (a few factors again, bitlocker could be an issue and the drive is still ok)

Probably the worst time to say, but it needs to be said, but get your friend to now invest in off device backups or cloud backup as unfortunately things like this happens more often then not.

Thanks, very good advice, quite a lot of important data was backed-up but, to be safe, all work needs to be backed-up on a daily basis to external hard drives and also preferably to a cloud backup, such as Dropbox. It was quite unexpected that a top-of-the-line Microsoft computer would fail when it's not even 12 months old! The retailer did warn that to remedy the problem the data would almost certainly be lost, but even so, it may pay to check whether the SSD has any recoverable data on it.

frednz

1467 posts

Uber Geek
+1 received by user: 429
Inactive user

#3080195 28-May-2023 07:59

freitasm: If the computer is using Windows Pro and Bitlocker is enabled then booting with Linux will see nothing as drive is encrypted. Could you confirm?

Thanks for your post, I can confirm that Bitlocker had not been enabled on the Surface Studio laptop.