I know everybody knows about the extremely helpful staff at Windows Support, but to me this one is next level. I came across this as one of my coworkers had a similar issue with his laptop.
The orginal query (relevant parts in bold):
**System Details and Configuration:**
Dell XPS 8700 desktop
8 GB RAM
Dual Boot Windows 10 Pro and Windows 7 Ultimate
I upgraded one of my Windows 7 Ultimate to Windows 10 Pro. Worked fine for a couple of days. God know what happened but since then, as soon as I turn on the computer it ends up with the Blue Screen with the message:
"system_thread_exception_not_handled (ntfs.sys)"
It then automatically reboots and ends up with the same blue screen recurringly.
What I tried already IN VAIN:
-
Created a Restore USB Drive from another computer and tried to reboot this desktop. It seems to ignore the USB and ends up with the same blue screen.
-
Download the Windows 10 64bit iso file, burned a DVD in the hope to reinstall/recover. It starts reading the DVD, but ends up with the same blue screen.
-
I went into the CMOS setup and specifically set it to use the Cd/DVD Drive for booting up. I still get the sme result as #2.
No matter what I try, it ends up with the same blue screen. This is my key computer. I only installed Windows 10 on this computer, as it seemd to work on one of my test laptops. I am totally crippled. I
am totally screwed!
Can someone please help me? Many thanks in advance.
The first response from Microsoft (relevant parts in bold):
Hi Harry,
Thank you for posting on Microsoft Community.
We appreciate your interest in Windows 10.
What is the make and model of your computer?
Have you installed latest updated drivers?
The Blue Screen error usually occurs when a serious problem causes the computer to shut down or restart unexpectedly. This type of errors usually happens when there are some driver issues on the computer. However, it might also be due to some other software/hardware reasons.
In this case, the System Thread Exception Not Handled error seems to be due to the incompatible or old graphics card drivers on the computer.
In order to fix this issue, the computer must be restarted in safe mode. Once after booting the computer in Safe Mode, you have to uninstall the incompatible graphics card driver from the Device Manager and then download and install the latest drivers from the manufacturer’s website.
Method 1: Boot the computer in Safe Mode
Safe mode is a diagnostic mode that starts your computer with limited drivers necessary to run Windows. The words Safe Mode appear in the corners of your monitor to identify which Windows mode you are using.
Step 1: Use the power button on the sign-in screen to
Shift + Restart. This will take you to the recovery boot menu.
Step 2: Click Troubleshoot,
Advanced options, Startup settings.
You then see a list where you can choose Safe Mode or Safe Mode with Networking (depending on whether you think you’ll need the Internet).
To know more about Safe mode, following is an article on Windows Startup Settings (including safe mode):
Method 2: Update drivers.
Step 1: Press Windows key + X key and click on Device manager.
Step 2: Search for Display Adapters.
Step 3: Right-click on the graphics card and click on
Update driver software.
You may also download and install the latest graphic drivers from the manufacturer’s website.
Following is a Wiki Article on Blue Screen of Death (BSOD):
Hope this helps!
Get back to us if you have queries regarding Windows, we will be happy to help you.
Thank you,
Microsoft Community.
Even though the system specs are the first things mentioned, they still ask for it. And even though the computer doesn't even boot to windows, all their advice assumes access to Windows.
This is followed by the guy patiently replying to their (attempted) support, some people offering help, other people with the same problem, and then this second response from Microsoft:
We do need the actual log files (called a DMP files) as they contain the only record of the sequence of events leading up to the crash, what drivers were loaded, and what was responsible.
Please follow our instructions for finding and uploading the files we need to help you fix your computer. They can be found here
If you have any questions about the procedure please ask
The "here" part is a link to instructions on where to find the log files on your computer,
after logging in to windows.
Exceptional support from an exceptional company