Chosen Solution

Hi, So basically I watch watching a YT video yesterday evening when my laptop crashed. The screen froze along with the sound and it could not be turned off. It sat for a about 10 minutes before going into a shut down procedure. It started up again fine again so shut it back down and left it until today but when powering up it’s gets as far as the Windows 10 blue screen the begins to flash black and wont get as far as the password screen. I can enter BOIS but cannot do anything else with it. When I powered it back up last night I briefly checked the performance log. It did mention some sort of hardware failure, and maybe something to so with the screen but didn’t pay much attention to it as thought I would still be able to see it. Any ideas before a call them up. It’s still a couple of months inside it’s warranty. Many thanks, Jamie

Hi, Good news! Glad you got it going again Sorry for the delayed response. Time zone difference I suppose, I’m GMT +8 Hrs. The following are only precautionary suggestions before you try to do any diagnosis of the problem.

  1. Invest in a 8GB USB flash drive and create a Win 10 Recovery USB drive (hopefully never to be used). It takes about 1 hr. to create from your laptop. Go to Control Panel > Recovery. (quick way to Control Panel is to press Win key+ x key together from the desktop, option box will appear find Control Panel link). The USB drive only has to be updated if the Win 10 version changes (see Update History in Settings > Updates to check which version is installed. (I think current is 1607). This USB will work for any Win 10 pc. Don’t lose it! In conjunction with this also change the boot order in BIOS in the laptop to make USB the 1st option on boot with HDD as 2nd. It will slow boot marginally but at least will allow you to insert recovery USB to boot from instead of the 3 force restart method above. Alternatively leave as is but remember that you will have to change the boot order priority in order to use the USB drive.
  2. Really good that you made a restore point (so many don’t) but double check that Restore Points are automatically created. For some reason Win 10 defaults to not doing this. Go to Control Panel > Recovery > Configure Restore points and make sure that the C: drive is On.
  3. Given that it is a new laptop that HDD should be OK and perhaps it was corrupted data. You could still do HDD disk check to prove it (unless it is a SSD then don’t bother).
  4. Also if you have a good A/V running viruses shouldn’t be the problem. You may wish to check for malware although Windows does that every month anyway.
  5. Manually check for any Windows updates just to ensure that your laptop is once again up to date Go to Settings > Updates.
  6. Go to Event Viewer (Win key + x key Event viewer link) and check for events at the time or closely after the problem started, There may be a lot after the actual time due to your endeavours to fix it.
  7. If all the checks you do prove negative then it may have hopefully just been a “glitch’ and will not happen again but at least if it does you are better prepared for it. If it does make a note of what program was running (e.g. what browser you were using) and anything else that may be of relevance etc so that perhaps it will be something to look at after. Sorry I can’t be of more help. In a way it is better if something has failed permanently then you can diagnose what is and is not happening but if it comes good, as in your case, whilst it may be just corrupted data and that is not proven, unfortunately unless you can actually make it happen, you’ll have to wait and see.