My computer shows a blue screen, won't start Windows, or beeps with an error

If your computer crashes to a blue screen, won't start Windows, or shows a hardware error, these steps help you get working or give IT what it needs.

Blue screen: "Your device ran into a problem"

1. Take a photo of the screen with your phone, especially the stop code.
2. Let the computer restart. A single blue screen is often a one-time problem.
3. If it happens again, submit a ticket with the photo and what you were doing when it happened.

The computer won't start Windows or keeps restarting

1. Unplug everything except power: USB drives, docks, phones, and external drives.
2. Hold the power button for 10 seconds to turn it off. Wait a moment and turn it on again.
3. If you see Automatic Repair or Preparing Automatic Repair, let it finish once. If it keeps looping, turn off the computer and call the Help Desk.
4. If it tries to start from the network (messages like PXE or Start PXE over IPv4), restart it with no USB drives connected. If the message continues, call the Help Desk.

The screen asks for a BitLocker recovery key

Don't guess or restart repeatedly. Call the Help Desk with your computer name (or the Recovery key ID shown on screen). IT will give you the key.

Fan error, beeping, or grinding noises

Save your work and shut down the computer. Don't keep using it, because it may overheat. Submit a ticket with a photo of any message. A loaner computer may be available while yours is repaired.

Still need help?

Contact the IT Help Desk at (704) 283-3834 x5000 or submit a ticket at https://unioncountyit.zendesk.gov/hc/requests/new. To get it fixed faster, include: your computer name, a photo of the screen, and whether the computer was recently updated, moved, or dropped.