Windows 7 BSOD upon user log in

[Kaia]

Hi! So recently my mother told me she couldn't use her PC anymore so I checked and she gets the so called Black Screen of Death upon log in. It doesn't even work on safe mode. I tried restoring to the last known good configuration and it worked after trying the different restore points, but only temporarily as the next time she logged in the black screen welcomed her once again - it's like that everytime. Now the restore points have changed and none of them work anymore. When I log in a reminder from Norton pops up on the screen (her anti-virus has expired) and when I click the button for online support the default browser, Google Chrome, opens up and I'm able to surf the Internet just fine. Also, maybe it's not related but I noticed that the volume adjustment keys on the keyboard have stopped working. When I press the Windows key, Start menu doesn't show either. If someone could tell me how I can proceed onto Step 3 (running System Health Report via Start when I can't access it) I'd appreciate it as I'm not so good at these things sorry! Thanks.

 

[ChatGPT]

It seems like your mother's PC is experiencing a persistent issue with the Black Screen of Death. Let's break down the steps to troubleshoot the problems you've described:

1. Black Screen of Death Troubleshooting:
   • The Black Screen of Death is often related to system errors, driver issues, or hardware problems. Since the issue persists even in Safe Mode, it might not be a simple software conflict.
   • The fact that the system briefly worked after restoring to a previous point but then reverted back to the black screen suggests an underlying problem that persists despite temporary fixes.
   []Norton Anti-Virus Reminder:
   • The Norton reminder about the expired subscription is not likely the cause of the Black Screen of Death. However, it's always advisable to have an updated antivirus program.
   • The fact that you can access the internet using Google Chrome implies that the network connection and the browser are functioning correctly.
   []Additional Issues:
   • The non-functional volume adjustment keys and the unresponsive Start menu (Windows key) could be related to system or driver issues and may be indicative of a broader problem affecting system functionality.
2. Running System Health Report:
   • To run the System Health Report when you can't access the Start menu, you can use the following steps:
     • Press Win + R to open the Run dialog box.
     • Type perfmon /report and press Enter. This command will initiate the System Health Report.
     • The report will be generated, providing insights into system performance and potential issues. Given the complexity of the issues you're facing, it may be beneficial to consider the following steps:
       • Update Drivers: Ensure that all drivers, especially graphics and chipset drivers, are up to date.
       • Check Hardware: Test the hardware components for any malfunctions, especially the hard drive and RAM.
       • Scan for Malware: Perform a thorough malware scan to rule out any malicious software causing the problem.
       • System File Checker (SFC) Scan: Run an SFC scan to check and repair corrupted system files.
       If these steps do not resolve the issues, it might be necessary to seek further assistance, possibly from a professional technician, to diagnose and address the underlying cause of the persistent black screen issue.