Just got my new Laptop 16 (pre-built “Overkill” edition with Windows 11) and am trying to get it set up. I had no trouble connecting to wifi, and it downloaded and installed the updates. There was a message on the download page that indicated that it was unable to restart. Ctl-Alt-Del did nothing, and I ended up having to hold the power button to reset. It rebooted, but now I just get the “Just a moment . . .” screen forever (left it for over 2 hours on that screen).
I’ve submitted to FW support, but wondered if others have encountered this setting up a new laptop.
Unfortunately, it sounds like something went wrong during the Windows update. Hopefully, support can give you some options to try (maybe a recovery mode or rollback of the update so you can try again). Worst-case scenario, it may require a re-install of Windows.
I haven’t experienced this exact scenario, but have had similar issues (not on a Framework). I’ve had Windows updates bork and cause issues like that. I think there was an extreme case where I just said heck with it and re-installed, but another time I was able to start up in a recovery mode that let me “repair” Windows. Basically, it just reverted back to before the update. My guess is a corrupted file (in my case), because the next update attempt went fine.
Either way, I hope you are able to get something worked out soon. Good luck! And welcome to the community!
This is the first I’ve heard of this happening, not just for a framework but in general. Something you can do to get your machine up and running within the day though is, assuming you have access to another computer (e.g. via a friend/library if needed) is create a Windows 11 install USB and reinstall windows yourself. It’s really easy these days, my grandma was able to do it.
I have my desktop (Windows) computer, so internet access is no problem. Is Windows 11 a free download, or do I need to get an access key from Framework?
Download Windows 11
The installation assistant can help you create the bootable flash drive and you would then boot to that usb to reinstall windows (overwriting your drive in the process). You shouldn’t need a product key these days, as the license is usually/magically tied to the hardware itself on prebuilt computers. Even in the event that you do, for some weird reason, you can still finish the install and add the product key later.
Haven’t heard from tech support yet. I downloaded Windows 11, but is that the same as 11 Pro that comes with the computer? I don’t want to screw something up by installing the wrong thing.
Furthermore, your Windows key should be embedded in the Secure boot signature on the machine. So you should be able to just boot from the USB, select Windows 11 Pro, and it will continue.
When you are done you will need to install the driver bundle from Framework, which you can get off of their support page.
Created a bootable Windows 11 USB and set the boot order to the USB port. Went through the install procedure, but when it reboots it gives me a message saying “It looks like you started an upgrade and booted from installation media. If you want to continue with the upgrade, remove the media from your PC and click Yes. If you want to perform a clean installation instead, click No.”
Regardless of which option I select, I end up having to go through the same thing again and again in a loop.
Stuck again!
So far, the absence of any official tech support is really disappointing!
UPDATE (sort of): Tech support finally reached out, requesting various bits of information. I sent that, then day or so later a different support person requested more info (videos, pics).
With a day delay between each correspondence, I feel like more of an old time pen-pal snail mail relationship than a tech support situation! Very frustrating and disappointing so far!!
There might be a hardware problem.
It might be worth booting a “Linux Live CD” E.g. Ubuntu.
You can boot it from a USB stick, and see if you get a GUI and access to the internet.
If that works, at least you will know the laptop hardware is OK.
Once you know the hardware is OK, you can try repairing the windows install.
Probably the best approach is to do a “rollback” to before windows did the update.
You should at least get back to a working windows machine, and then wait for FW support to guide you the rest of the way.
After multiple emails back and forth with tech support, there were no improvements and no explanation for the source of the problem. I finally gave up and sent the computer back for a refund. Ended up buying an MSI laptop with similar specs (and it works!!!).
I really, really, REALLY wanted this to work, but the lack of any live tech support killed it for me! Maybe this is more a computer suited for an IT geek and not a simple civil engineer.
There was no way to “rollback” from the unsuccessful reinstall. Computer would just endlessly loop through the Windows 11 install (from USB). It would seem to be installing correctly, but when it rebooted, it always returned to the initial installation window. Bummed that I had to return it and go with another company!