Hey everyone! I'm having a major issue with my ASUS A17 laptop running Windows 11. I was just working on it at a coffee shop, mostly using WordPress, email, and Facebook. Before I left, the laptop gave me an option to update Windows, but I chose to just shut it down. Everything seemed fine until I got home and started it up again. Initially, it booted up normally, but then I got a blue screen that said my device ran into a problem and needed to restart. The stop code was SYSTEM_SERVICE_EXCEPTION (0x38) and it mentioned win32kbase.sys.
Now, the laptop keeps crashing and restarting in a loop. At one point, it prompted me for my BitLocker key, but I couldn't enter it because the confirmation button was greyed out. I tried several recovery options, like resetting my PC and uninstalling updates, but each time I get an error saying it can't complete the actions. I'm getting really frustrated since this has come out of nowhere and I can't seem to get any help from the laptop itself. Do I need to take it somewhere to get a clean install of Windows, or is there something else I can try? Any insights would be super appreciated!
3 Answers
I don't think your age or gender matters for tech issues, but just focus on troubleshooting. Have you tried looking into the BIOS settings? Sometimes there might be options that can affect how the system boots, but be careful as changing things there can sometimes lead to bigger issues.
Given that your laptop is stuck in a restart loop, it might be a sign of a corrupted Windows installation or even a failing hard drive. Honestly, taking it to a repair shop might be the best bet at this point. They can run diagnostics and safely reinstall Windows if necessary. It's a hassle, but it might save you a lot of time and stress!
It sounds like you're dealing with a pretty serious issue there. First off, dump files are really helpful for diagnosing BSODs. If you can, try accessing your laptop in Safe Mode. Once you're in, check the C:WindowsMinidump directory for any dump files. If you find some, zip them up and upload them to a file-sharing site. Multiple dump files will give a clearer picture of what's going wrong. If you're unsure how to do this, I can send over guidelines to help you out!
Thanks for the tip, I'll try that and see what I can find!
Ugh, I was afraid you'd say that! But I guess I need a professional's help.