My computer displays a blue screen

Contents

Problem

Solution

• • If the device has been powered on and is able to enter the system
• • If the device cannot enter the system

Blue screen error code table

Blue screen errors in special scenarios

• 1. A blue screen error occurs when VMware is used
• 2. The computer prompts topsecpf.sys when a blue screen error occurs
• 3. A blue screen error occurs when the user installs Aladdin on the computer
• 4. A blue screen error occurs when the computer uses a proxy server (VPN)
• 5. The 0x133 blue screen error occurs when the user quickly presses the keyboard during the computer startup
• 6. DRIVER_VERIFIER_DMA_VI...

Problem

Blue screen errors usually appear when your computer experiences errors such as system settings errors, faulty hardware, software or firmware issues, a malfunctioning driver, or network failure, and as a result, can no longer operate safely. To prevent data loss and damage to your computer, Windows stops running and displays a blue screen.

The following figures show common blue screen errors.

Solution

• If the device has been powered on and is able to enter the system
  1. If an error code is displayed on Blue screen 1 indicating that a blue screen error occurs, see Cause analysis for blue screen errors for solution.
  2. If there is no error code on Blue screen 2, 3 or 4, or you can't find this code in the Blue screen error code table, perform the following operations:
     1. Update all drivers using Huawei PC Manager.

     2. Check for updates. In the search box on the taskbar, enter and open Windows Update, sync your data, and then click Check for updates in Update status. If a new version is detected, click Install now. For details, see Updating to a higher version of Windows.

     3. Uninstall the software, plug-ins, third-party system detection software, and antivirus software that were installed before the blue screen error occurred. Some software may not be compatible with your computer's graphics card, or may affect the stability of your computer's graphics card. If the device runs the Windows operating system, click the Windows icon, go to Settings > Apps > Installed apps, and click to uninstall the software or plug-ins.
     4. Disable unnecessary automatic startup software. Unnecessary software or plug-ins launch automatically when the computer is powered on, and this can occupy a large amount of system memory and result in the blue screen error. Press Win+R, enter msconfig, and click OK. On the Services tab, select Hide all Microsoft services and click Disable all > OK.
         

        • This operation will suspend the Fingerprint ID service. As a result, you will not be able to use your fingerprint to unlock your computer. Make sure that you remember your computer password or PIN before performing this operation.
        • When Huawei PC Manager displays a message indicating that a repair is required, click Fix it now. After the repair is complete, restart the computer and try again.

     5. If the fault persists after steps a, b, and c are performed, back up your data, record your Office account, and use F10 to restore your computer to its factory settings.
• If the device cannot enter the system
  1. Power off and restart the computer. Disconnect the computer from the power supply, press and hold the Power button for 10 seconds, and then press the Power button again to power on the computer.
  2. Enter Safe mode and uninstall third-party conflicting software.
     1. Forcibly power off your computer (by pressing and holding the Power button for 10 seconds). Press the Power button again and then press and hold or press F8 consecutively. In the displayed Choose an option dialog box, go to Troubleshoot > Advanced options > See more recovery options > Startup Settings > Restart, then press 4 or F4 to select Enable Safe Mode for your computer.

     2. In Safe mode, delete the third-party antivirus software folder and restart the system.
  3. If the computer is unable to enter Safe mode or the uninstallation does not work, back up your data, record your Office account, and use F10 to restore your computer to its factory settings.
  4. If the issue persists, take your device and proof of purchase to an authorized Huawei Customer Service Center for assistance.
  

  If the user's device is unable to access the system to back up data, data may be lost when the user presses F10 to restore factory settings or goes to a store for inspection. Please exercise with caution. Guide the user to notify the store engineer in advance to confirm whether they can help back up data in order to avoid data loss. The store engineer will be able to give advice on how to proceed.

Cause analysis for blue screen errors:

I. Obtain the blue screen error code

1. Enter Event Viewer in the search box on the taskbar and open it. If there is no search box or taskbar, right-click the Start menu and select Event Viewer.
2. Go to Windows Logs (on the left) > System. Click Filter Current Logs on the right, enter 41 in <All Event IDs>, and click OK. Then wait for several minutes.

3. In the upper system box, select each event, click Details, then view and record the value of BugcheckCode. If there are multiple events, you need to check all of them.

II. Convert the decimal blue screen error code to the hexadecimal blue screen error code as follows:

1. Search for Calculator in the lower left corner of the computer and open it.
2. Switch to Programmer mode.

3. Enter the decimal value. The corresponding hexadecimal data is automatically displayed in the HEX column.

III. Cause analysis for blue screen errors

1. Enter Event Viewer in the search box on the taskbar and open it. If there is no search box or taskbar, right-click the Start menu and select Event Viewer.
2. Go to Windows Logs (on the left) > Application. Click Find on the right (or press Ctrl+F), enter bluescreen in the Find what box, then click Find Next.

3. Check the fault storage segment information under the found event and identify the hexadecimal blue screen error code and the fault cause. For example, if the blue screen error code is 0x139, the blue screen error is caused by the topsecpf file. You can search using the keyword topsecpf in the search engine to find this file is the third-party software Topsecpf VPN Driver. To rectify this fault, uninstall the software or search for and delete the driver file in File Explorer.

   Here are some other similar examples:

   The fault storage segment reads 0x9F_3_IMAGE_USBXHCI.SYS and the blue screen error code is 0x9f. Therefore, the blue screen error is caused by the USBXHCI.SYS file, which is the USB driver. Usually this fault is in relation to USB peripherals.

   The fault storage segment reads AV_CCInputProtect_x64!unknown_function, which indicates that the blue screen error is caused by the CCInputProtect_x64 file, which is the e-banking plug-in driver.

   The fault storage segment reads 0x139_a_GUARD_ICALL_CHECK_FAILURE_PcaSp60!ndisprotWaitForPendingIO and the blue screen error code is 0x139. Therefore, the blue screen error is caused by the PcaSp60 file, which is usually the inode Client Software driver.

4. Repeat steps 2 and 3 to find all blue screen events.
5. If the cause cannot be located by performing the steps above, see the blue screen error code table for the cause and solution.

Blue screen error code table

Blue screen errors in special scenarios

1. A blue screen error occurs when VMware is used

   Problem:

   A blue screen error occurs when VMware is used on the computer, and the VMware version is 16.0 or earlier.

   Cause:

   This issue is caused by compatibility issues between VMware 16 or earlier versions and Windows 10 2004 or later versions.

   Solution:

   Update VMware to its latest version or download the latest version from the VMware official website.

   Download website: https://www.vmware.com/products/workstation-pro.html.

2. A blue screen error occurs when the user installs Aladdin on the computer

   Problem:

   After the user updates the Windows 10 version to 2004, the screen of the Aladdin software turns blue and error message "hardlock.sys" or "aksdf.sys" is displayed.

   Cause:

   There is a compatibility issue between Windows 2004 and the Aladdin driver.

   Solution:

   This issue has been resolved in the latest version of the driver. Download the latest version of the driver from the official Aladdin website and install it.

   The address is: https://supportportal.thalesgroup.com/csm?sys_kb_id=979a4e21db92e78cfe0aff3dbf9619c6&id=kb_article_view&sysparm_rank=6&sysparm_tsqueryId=f2fdf76adba2589091a9742339961916&sysparm_article=KB0018319

3. The computer prompts topsecpf.sys when a blue screen error occurs

   Problem:

   A blue screen error frequently occurs, and the error module prompts topsecpf.sys.

   Cause:

   TOPSEC software is incompatible with Windows.

   Solution:

   According to the analysis, the blue screen error is irrelevant to the HUAWEI device. It is caused by the topsecpf.sys driver. Check whether any TOPSEC-related product, such as VPN or security protection software, has been installed.

   Delete TOPSEC products (if any), and search for topsecpf.sys. If the file is found, change the file name to topsecpf.sys1, restart the device, and check whether the error is rectified.

   If the error is rectified, install the software again (if necessary). If the error occurs again after the software is reinstalled, contact TOPSEC to solve the issue.

4. A blue screen error occurs when the computer uses a proxy server (VPN)

   Problem:

   When the computer uses agent software (VPN), such as iNode, the 0x9F blue screen error occurs.

   stopcode: driver_power_state_failure

   what failed: raspppoe.sys (or rassstp.sys)

   Cause:

   When the OS enters the hibernation state from the working state, it needs to switch the power state of the device. However, the WAN miniport device cannot enter the D3 state due to no response over 5 minutes. As a result, the 0x9F blue screen error occurs.

   Solution:

   1. Update the agent software (VPN) to the latest version.
   2. Use other agent software (VPN).
5. The 0x133 blue screen error occurs when the user quickly presses the keyboard during the computer startup

   Problem:

   During the computer startup, the user quickly presses the keyboard for multiple times, a black screen occurs, the system breaks down, the computer fails to access the system, or the 0x133 blue screen error (stopcode:dpc_watchdog_violation) occurs, or the 0x133 blue screen error occurs in the system logs after the system is forcibly restarted.

   Cause:

   If the user presses the keyboard for multiple times quickly, interrupts are continuously generated, causing DPC timeout. As a result, the 0x133 blue screen error occurs.

   Solution:

   1. Check whether the keyboard is pressed during startup.
   2. Forcibly restart the computer. In the system logs, check whether event 41 with bugcheckcode 307 is generated at the corresponding time point.
   3. Do not press the keyboard during the computer startup.
6. DRIVER_VERIFIER_DMA_VIOLATION(0XE6) blue screen error

   Problem:

   There is a low probability that a DRIVER_VERIFIER_DMA_VIOLATION(0XE6) blue screen error occurs when the computer is used.

   Cause:

   This is a Microsoft system issue, and there is a low possibility that the issue occurs.

   Solution:

   1. We are communicating with Microsoft. There is a low probability that a blue screen error occurs. You are advised to observe the occurrence of the blue screen error.
   2. If the error occurs several times a day, please collect logs for further analysis.