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

BSOD code table

BSOD issues in special scenarios

• 1. BSOD occurs after Steambig is installed on the computer (0XC000021A)
• 2. BSOD occurs when VMware is used
• 3. BSOD occurs during computer-phone Multi-Screen Collaboration
• 4. BSOD frequently occurs on HUAWEI MateBook D 14 2020 & MateBook D 15 2020
• 5. BSOD prompts topsecpf.sys
• 6. 0X1E BSOD occurs after the HUAWEI computer is connected to an external display and the resolution is switched
• 7. Windows 10 1903 or 1909 is abnormal after the patch update is installed
• 8. BSOD occurs when the user installs Aladdin on the computer
• 9. BSOD occurs on HUAWEI MateBook 16 when CapCut is in use
• 10. BSOD occurs when the computer uses a proxy server (VPN)
• 11. 0x133 BSOD occurs when the user quickly presses the keyboard during the computer startup

Problem

The blue screen of death (BSOD) usually appears 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 BSODs.

Solution

• If the device has been powered on and is able to enter the system
  1. If a BSOD error code is displayed on Blue screen 1, ask the user whether they have saved the BSOD image or code. Query the BSOD code table below to obtain the solution.
  2. If there is no error code on Blue screen 2, 3 or 4, or you can't find this code in the BSOD 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.
        

        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.

BSOD code table

BSOD issues in special scenarios

1. BSOD occurs after Steambig is installed on the computer

   Problem:

   After the Steambig is installed on the computer and the computer is restarted, the 0xC000021A BSOD occurs. The computer cannot enter Safe mode, and the issue persists after the computer is restarted.

   Cause:

   The Steambig software is installed or other non-official games which include the Steambig software are installed. The Steambig software modifies the device registry. As a result, the system files are damaged and the BSOD occurs after the computer is restarted. This is not a system or product issue.

   Solution:

   For details, see After the Steambig is installed or is running on my compute, the 0xC000021A BSOD occurs

2. BSOD occurs when VMware is used

   Problem:

   A BSOD is displayed 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.

3. BSOD occurs during computer-phone Multi-Screen Collaboration

   Problem:

   After a phone is connected to a computer running Huawei PC Manager 12.0.1.26, a BSOD, black screen, or crash occurs on the computer.

   Cause:

   Another version of the driver exists in the user's computer, which is incompatible with the driver of PC manager and cannot be used at the same time.

   Solution:

   Perform the following to update the pushed patch to resolve this issue.

   1. Click the Huawei PC Manager icon on the desktop or press F10 to open the Huawei PC Manager. Click the Settings icon in the upper right corner, and then click Check for updates.
   2. Update Huawei PC Manager to the latest version.
   3. Open Huawei PC Manager and click Check for updates by following instructions in step a, and wait for 5 minutes (depending on the network speed).
   4. Close the main window of Huawei PC Manager and wait for 5 minutes (depending on the network speed). The patch will be automatically installed.
   5. Repeat step c and step d for two to three times. The issue will be resolved after the latest patch is successfully installed.

4. BSOD frequently occurs on HUAWEI MateBook D 14 2020 & MateBook D 15 2020

   Problem:

   BSOD frequently occurs on HUAWEI MateBook D 14 2020 & HUAWEI MateBook D 15 2020 models with the BIOS version earlier than 1.26. The fault cannot be rectified after the system is reinstalled. In addition, the BSOD codes are irregular.

   Cause:

   The data in the memory is incorrect.

   Solution:

   Update the BIOS to 1.26 or later using Huawei PC Manager. For details, see Install a driver on a HUAWEI computer.

5. BSOD prompts topsecpf.sys

   Problem:

   BSOD frequently occurs, and the error module prompts topsecpf.sys.

   Cause:

   TOPSEC software is incompatible with Windows.

   Solution:

   1. Open the Windows directory.
   2. Search for topsecpf.sys and change the file name to topsecpf.sys1.
   3. Restart the computer.

6. 0X1E BSOD occurs after the HUAWEI computer is connected to an external display and the resolution is switched

   Problem:

   There is a low probability that BSOD (code: KMODE_EXCEPTION_NOT_HANDLED) occurs after the HUAWEI computer is connected to an external HDMI display (BenQ PD3320U) and the resolution is changed, and then the resolution is switched back to 1920 x 1080.

   Cause:

   This issue is caused by Microsoft Windows 11 21H2 Home Chinese version.

   Solution:

   1. There is a low probability that this type of BSOD occurs. Please forcibly restart the computer.
   2. Please stay tuned and update Windows patches in a timely manner.

7. Windows 10 1903 or 1909 is abnormal after the patch update is installed

   Problem:

   1. The computer system version is Windows 10 1903 or 1909. After the latest patch KB4532693 released on February 11, 2020 is installed, the computer does not respond and BSOD occurs.
   2. The computer system version is Windows 10 1903 or 1909. After the latest patch KB4535996 released on February 27, 2020 is installed, the computer fails to start, the performance is poor, BSOD occurs, and the computer enters Sleep mode abnormally.
   3. The computer system version is Windows 10 1903 or 1909. After the latest patch KB4549951 released on April 14, 2020 is installed, Bluetooth connection failure, Wi-Fi connection failure, BSOD, and poor system performance occur.
   4. The computer system version is Windows 11. After the computer is updated to a version released between March 28, 2022 and July 21, 2022, a BSOD occurs.

   Cause:

   This issue is caused by Microsoft operating system patches.

   Solution:

   1. 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.
   2. If the issue persists and occurs frequently after step a is performed, back up your data in advance, record your Office account, and use F10 to restore your computer to its factory settings.

8. BSOD 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

9. BSOD (error code: PAGE_FAULT_IN_NONPAGED_AREA) occurs on HUAWEI MateBook 16 when CapCut is in use

   Problem:

   A BSOD occurs when CapCut is in use.

   Cause:

   The AMD graphics card driver is faulty.

   Solution:

   Uninstall the current AMD graphics card driver and amdfendr driver, and use Huawei PC Manager to update the drivers.

   1. To uninstall the AMD Crash Defender driver, perform the following steps:
      1. Right-click the Windows icon on the taskbar and choose Device Manager.
      2. Open Device Manager, expand System device, and choose AMD Crash Defender.

      3. Right-click AMD Crash Defender and choose Uninstall device from the shortcut menu.

      4. Select Attempt to remove the driver for this device and click Uninstall.

      5. Restart the computer after the uninstallation is complete.
   2. Uninstall the AMD graphics card driver.
      1. Right-click the Windows icon on the taskbar and choose Device Manager.
      2. Open Device Manager, expand Display adapters, and select AMD Radeon(TM) Graphics.

      3. Right-click AMD Radeon(TM) Graphics and choose Uninstall device from the shortcut menu.

      4. Select Attempt to remove the driver for this device and click Uninstall.

      5. Restart the computer after the uninstallation is complete.
   3. Update the driver using Huawei PC Manager.
      1. Open Huawei PC Manager and select Full checkup.

      2. After the scanning is complete, select OPTIMIZE to update the AMD driver.

      3. Restart the computer after the optimization is complete.
10. BSOD occurs when the computer uses a proxy server (VPN)

    Problem:

    When the computer uses agent software (VPN), such as iNode, the 0x9F BSOD is displayed.

    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 BSOD occurs.

    Solution:

    1. Update the agent software (VPN) to the latest version.
    2. Use other agent software (VPN).
11. 0x133 BSOD 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 BSOD (stopcode:dpc_watchdog_violation) occurs, or the 0x133 BSOD 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 BSOD 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.