Windows 10: Windows 10 Forced Update Destroyed My Harddrive. And the best solution provided is now I...

Case Number is 1516583654.


Microsoft made an automatic update last Saturday, January 16, 2021 on my Surface Pro 6. The tablet restarted and the update was occurring. At some point during the update, it went to a blue screen that provided an error message and a QR code to Microsoft's website titled, "Troubleshoot blue screen errors." Following directions on the page, I forced shut down the tablet to enter WinRE, but was not able to enter WinRE after multiple attempts. I looked through a couple different threads on Microsoft's website, and followed directions to try to get to UEFI, but was not able to either. I don't know if that's the same or different from WinRE. In the top left corner, I received the following error: B1 Initialize Library Failed 0xc00000bb.


The next day, I called Microsoft customer support for help. I spoke with a representative, Peter C., and we tried various methods to enter the UEFI screen. We were eventually able to enter it by holding the volume up button and pressing the power button and letting the tablet sit for about 15 minutes. In the top right corner of the UEFI screen is a volume up and power symbol. Peter C. was relieved and said that this was a reparable issue. He said if the harddrive symbol was in the top right corner, than that was a major issue and would mean that the harddrive was corrupted. Peter C. had me exit UEFI and restart the tablet. On another device, he had me download Surface Pro 6 - 256GB i7 8GB M1796 - Windows 10 Home Version 1903 from support.microsoft.com, open the zip folder, and transfer to a 16-32 GB USB. Because this was going to take some time, he said he would call me back at 12 pm CT the same day.


I did not receive a callback. I tried calling Microsoft customer support multiple times, the call would go through, I would go through the voice prompts, and while waiting for a representative while listening to the hold music, the call would drop within a minute every time. I reached out to Peter C. via email. I received an email from Joseling T. that Peter C. was not in the office that day and he would return my call the next day. I did not get a call the next day, so that afternoon, I called the 1-800-642-7676 number Joseling T. had provided to speak with any customer service representative. I spoke with a representative who recommended that if I wanted to continue with Peter C., I should respond via email providing my availability. I provided my availability via email and received a response from Alex S. that he would be taking over for Peter C. who was out due to an emergency, and he would call in the afternoon on Friday, January 22.


Alex worked with me for about 3.5 hours Friday afternoon trying to finish resolving this issue. A lot of that time was spent waiting for the tablet to load to the appropriate screens. Alex S. provided various methods to enter the UEFI screen. Those were unsuccessful, so I told him that on Sunday when I worked with Peter C., it took about 15 minutes after holding the volume up button and pressing the power button for it to pop up. We were able to get to the UEFI screen and the volume up and power buttons were still present in the top right corner. Per his instructions, I checked that all the devices were enabled, and under the Boot Configuration tab, dragged the USB Storage to the first position, and restarted the tablet. After waiting 15 minutes, we got to the Choose and Option screen and selected Use a Device. We went to the appropriate prompts to get the the Recovery Screen, but could not proceed further. I don't remember the exact message, but there was an error that the PC could not recover. We tried troubleshooting the issue by uninstalling the latest update by received an error message. We used the command prompt to open notepad and entered notepad.exe, but that was blank. Alex S. tied another solution. Using Quick Access, he downloaded what, from my understanding, was a more general Windows boot onto a USB. Per his instruction, I restarted my Surface Pro 6, inserted the USB, and waited until it brought me to the new screen. On this screen, there were options to either Install Windows or Repair, and I was instructed to press Install. We went though the prompts until we go to the screen that asked Where to Install, and there were no drive partitions. Alex S. said that I'd have to download the drive partitions onto another USB, but that we would have to restart because the tablet only had one USB port. At this point, he would call back the next day to continue resolving the issue.


I want to make note that Alex S. was incredibly helpful throughout this process. He researched on his end to find solutions, options, and next steps at each point a problem was encountered, and I am thankful for that. I am not bashing the representative or complaining about the help provided.

Alex S. called me back this morning. He said that the best solution at this point was to replace the device because it appeared that the harddrive was completely corrupted. Because the warranty is expired, the device would cost nearly $500.00 to replace.


This is not an acceptable solution. I have cancer and am currently actively going through treatment. I do not have the money to space on replacing the device. $500.00 is about 38% of the cost of the device itself. Further, my harddrive was corrupted beyond repair due to a forced, automatic update from Microsoft that I as a user and customer have no control over. Alex S. stated that those updates are to better protect the devices and protect them from Malware. Well, that update destroyed my tablet; it is irreparable. I would be more understanding of paying to replace the device if I had done something - like dropping or breaking the device, installing incompatible files, or visiting unprotected websites - but that is not the case. I minimally and casually use the device to create Word documents, PowerPoints, watch Hulu and Netflix, or read e-books on Kindle since I bought it a little over 2 years ago. I use the device to provide a source of escape for myself while I am going though chemo in the middle of a pandemic. I have been incredibly careful in my use of and handling of this device. To say that the best solution is to replace it at a cost that I have to bear through no fault of my own is absolutely unacceptable. Microsoft forced an update, that update corrupted my device beyond repair, so Microsoft should replace the device and Microsoft should bear the cost of replacing the device, not me. Does Microsoft fail to test updates before release? I've seen users post similar issues on threads on Microsoft's website and other forums. If each user then must pay to replace their own devices due to forced Microsoft updates and that cost is always borne by the customer, sounds like Microsoft is running a scam.


I expect a response to this thread with solutions.

:)

 

Windows 10 Forced Update Destroyed My Harddrive. Get Windows 7 Back For Free?

so have I had this prob its destroyed mi harddrive

 

Windows 10 forced download

I actually had a client call yesterday with an email problem. when I tried walking him through some steps, he says "Yeah, I don't see that there, but I think it's because it's updated to windows 10. It did that a few weeks ago. I came back in on Monday, and it said Welcome to Windows 10"..... I think I'd throw the computer out the window.

 

Windows 10 forced download

^This, then reboot and go to manually update windows. Find KB3035583 in the list of available updates, right-click and "Hide this update" so it doesn't get installed again next go around.