After attempting "Network Reset" Windows won't load

Question

After attempting "Network Reset" Windows won't load

Anonymous

I'm attempting to fix my girlfriends dad Dell XPS 9380. He was having issues with the internet, so he decided to perform the "Network Reset" task hoping that it would fix it. He said that it attempted to do something, then the "Blue tiles" came up saying that Windows wasnt able to restart. (I'm guessing this was the recovery screen or "Advanced Options" provided by Windows). He tried the option to continue to Windows 10 which didn't work. It went back to the Windows Recovery screen again, chose the option on something about an image. A Dell interface came up, he didn't want to lose all his stuff, so he restart. Now there is a boot loop. Dell finishes the POST (The blue Dell bar full up), then the little circles going in a circle show up, stay for a bit then the laptop restarts and repeats.

The following is what I have tried to resolve this:

Check if boot device is set correctly in BIOS
Checked Storage controller. It is set to RAID, which I checked to see if it was the default, and it apparently is so
Changed the BIOS to do a thorough POST
Attempted Startup repair through a bootable USB. Upon doing so, I needed to type in the BitLocker identifier code. I did so successfully. (Note that this is Windows 10 Home and NOT Windows 10 Pro. I was under the influence that Windows 10 Pro only supported BitLocker) With the Startup repair, I was prompted that it wasn't able to successfully repair the PC, and gave a location for a log file. I inspected the log file and saw the following:

A patch is preventing the System from starting.

Repair action: System files integrity check and repair.

Result: Failed. Error Code = 0x57

Time taken = 937ms

Tried option to remove recently added feature
There was another option that was similar. I tried that one as well.

-sfc /snannow didn't show any issues

chkdsk c: /F allowing the drive to be unmounted
dism /image:c: /cleanup-image /revertpendingactions
I was able to get into Dell's recovery and proceed into the actual Windows Recovery (Not on bootable media). I tried the startup repair through there to no avail. I tried to enter Safe Mode through Windows Recovery which was not successful. I'm not able to get back to Dell's Pre-Post I think it is called, and able to get to the point to choose Windows Recovery again to try other options for booting like to not auto restart, last known configuration, etc.. I'm not able to get those options when booting off bootable media.
There are no system restore points
Ran the Dell Diagnostics, everything passed

Additional info:

Turning laptop on and off 4 times to get to the Windows Recovery (First Dell Recovery) wont work anymore.
Pressing F12 and choosing any of the boot options; no matter what path I take, nothing leads to the option of what I was able to get to before where I was able to choose Safe Mode, Reset PC etc..
Powering System Off, powering on, holding Shift and pressing F8 does not work.
Secure Boot is enabled
diskpart lists the correct volume (Or partition, not sure of the correct terminology) does show the correct drive as C and is GPT
Dells diagnostics said there is nothing wrong with the partition table, Windows health is fine.. Apparantly

My thoughts is there is some bug because before I knew that BitLocker was only offered in Windows 10 Pro, we messed around with the Powershell to enable it. Didn't seem to have worked, but needing to enter the BitLocker key now says otherwise. So my guess is Windows is seeing a drive encrypted, asking for a key, key is entered, notices that this isnt Windows 10 Pro amd doesn't know what to do. That kind of explains the boot loop kind of, and I guess the maybe when doing the network reset, it noticed some conflict? I'm not sure, but that's what I'm thinking.

If there is anything else that I remember I have tried, I will update the thread. If there is any questions, feel free to ask and I will answer to the best of my ability.

All help is very much appreciated.

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0 comments

7 answers

Answer 1

Replicate what issue?

Here's how to disable Bitlocker: https://www.tenforums.com/tutorials/37060-turn-...

Let me know if it works.

Also, are you saying that a risky hack to enable Bitlocker in a version that doesn't support it was done with no System Restore points enabled? You do realize that what's needed right now is the first line of defense which is System Restore, and you said it isn't even turned on? This is reckless.

I suggest you disable Bitlocker and if possible reverse the commands or regedit which were used to enable Bitlocker in an unsupported version.

Once you do that, go over this checklist to make sure the install is set up correctly, optimized for best performance, and any needed repairs get done: http://answers.microsoft.com/en-us/windows/wiki...

Start with Step 4 to turn off Startup freeloaders which can conflict and cause issues, then Step 7 to check for infection the most thorough way, then step 10 to check for damaged System Files, and also Step 16 to test a new Local Admin account. Then continue with the other steps to go over your install most thoroughly.

If nothing else works then do a Repair Install, by installing Media Creation Tool, open tool and choose to Upgrade Now. This reinstalls Windows while keeping files, programs and most settings in place, is the most stable method to advance to the latest version, and solves most problems. http://windows.microsoft.com/en-us/windows-10/m...

Answer 2

I'm aware that RAID is used for multiple drives and that changing from AHCI to RAID and Visa versa can result in the system becoming unbootable. I didn't end up changing it. I kept it at the RAID setting. Even resetting the BIOS to its default shows RAID being used. This could be because the boot drive is a M.2 NVMe.

You had mentioned disabling BitLocker in the BIOS. I think you're confusing BitLocker with Secure Boot.

Answer 3

I have already created a bootable media using the Windows 10 Media Creation Tool. That is what I have used. Granted that it was made last year however.

I do agree that a fresh clean install would be beneficial in many ways, one being like you had mentioned, no bloatware installed, but he doesn't want that, and is more for if neccessary to reset it to factory.

I am not sure what you mean when you say "Hack". Nothing was hacked, and if you're referring to "Hack" as in mess around with the PowerShell in an attempt to enable BitLocker, I wouldn't say that it was a hack, because it didn't work.. For the most part. It said that it didn't work when we tried (Which was months ago), and even the status still stated that it wasnt enabled. It wasnt until last night after he attempted the "Reset Network" that all of this had happened. It never has asked for the BitLocker code.

I had mentioned to him that if need be, I could backup the files he would like using the Command Prompt option in the recovery of the bootable media.

Answer 4

Hi Francesco. I'm Greg, an installation specialist, 10 year Windows MVP, and Volunteer Moderator. If you will work with me I will be here to help until the issue is resolved.

RAID is sometimes the SATA setting if there isn't one, but what's standard for Windows 10 is AHCI so I'd try that first. If not I'd consider reinstalling Windows in the proper mode AHCI. But first I'd create the bootable media to tr the repairs again since it has it's own onboard files while the Repair Mode you saw atrophy is likely due to it's files becoming corrupted.

I see horror stories here every day about Bitlocker and they almost always end in lost files. So count yourself lucky that the hacking didnt' lead to that, although I'd get the files out of there now using the bootable media method I'll give you since it could go south at any minute. That hack is not stable. You're likely correct it tipped the system over - another reason your best bet is to wipe the drive and do a gold standard Clean Install which is an investment that pays off the most in Windows 10.

So I would next create bootable media to access Repair Mode to System Restore, try the new Uninstall Updates button, do a Reset or do the gold standard Clean install. The bootable media has it's own drivers, repair and installation files which often work when Windows or the other Repair Mode doesn't.

To create Windows 10 Installation Media on another PC install Media Creation Tool and follow the directions here: http://windows.microsoft.com/en-us/windows-10/m.... Uncheck the box for Recommended Settings to choose the exact version and bit rate for the target PC only.

Insert media, boot it by powering up PC while pressing the BIOS Boot Menu Key: https://www.sysnative.com/forums/hardware-tutor...

If the media won't boot you may need to enter BIOS/UEFI Setup (pressing key given in chart in link above) to turn off Fast Boot or Fast Startup first.

Choose the boot device as a UEFI device if offered, on second screen choose Repair Your Computer, then Advanced Troubleshoot Options, then System Restore, and Uninstall Updates. If that fails go back to Troubleshoot Options to try a Reset.

If that fails choose Install Now, then Custom Install, then at the drive selection screen delete all partitions down to Unallocated Space to get it cleanest, click Next to let it create needed partitions and start install - this makes it foolproof.

Everything needed to get the best possible Clean Install is here: http://answers.microsoft.com/en-us/windows/wiki.... It is a better install than any amount of money can buy and a great learning experience that will make you the master of your PC because you will learn what works best and how to apply it with your own hands.

If you have files that aren't backed up you can use the same bootable media to try to rescue your files using these methods: http://answers.microsoft.com/en-us/windows/wiki...

I hope this helps. Feel free to ask back any questions and keep me posted. If you will wait to choose if I solved your problem, I will keep working with you until it's resolved.

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Answer 5

The drive should be in AHCI mode not RAID. RAID is for using more than 1 system drive that is read and written to at the same time and sometimes setting the controller from AHCI to RAID mode on startup and then BSOD will happen. Or switching from RAID to AHCI will do this too.

What you can do to fix this is get a 8GB flash drive. Does not matter if its USB 2.0 or USB 3.0 type.

Have a working computer with internet access.

Get the media creation tool for Windows 10.

https://www.microsoft.com/en-us/software-download/windows10

Tell it to make a bootable install media to the USB drive and it will download the ISO and install it to the USB flash drive.

While its downloading the ISO file and creating a bootable USB stick to use on the laptop. Go into the laptop's bios and disable bitlocker and set the storage controller to AHCI and NOT RAID. Save settings. Power off the laptop.

Once the creation tool is done making the bootable USB flash drive plug it into a port on the laptop of your choice.

Then power on the laptop and press the key that shows the boot menu. Pick the Flash drive from the list and press enter.

Windows Setup will start and you can just delete all the drives it shows and create your new partition which will automatically create 2 more if needed. Windows will install and complete probably not even ask for the product key once your online and will auto activate once your on the internet. Go ahead and install the drivers and software you use and you should be good to go again. The recovery partition is outdated and its best not to use it since OEM had a habbit of installing their own junkware/bloatware that he may not even use at all. Plus it will be a old windows build too. If you have questions about any of this just ask I will reply.