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April 8th, 2021 18:00

Alien Respawn Killed my 17 R2

I'm in a heap of trouble.  Short version:

My daughter's May/2015 Alienware 17 R2 (~6 years old, Windows 10) crashed and kept giving a "PNP DETECTED FATAL ERROR" when it rebooted (except it would boot in safe mode).  After trying a number of things, including System Restore (see below), I finally tried Alien Respawn.

After a couple hours, it said it had restored the OS.  But when I rebooted, it said, "The operating system couldn't be loaded because the NLS data is missing or contains errors" (error code 0xc0000242).  Now I can't even boot in safe mode.

At this point, I'd be satisfied with being able to get in there and back up some files before I completely reinstall (which Respawn promised me I'd get a chance to do).  I don't have a recovery USB or disc, although I have another Windows 10 PC that I could make one from.  Anything I can do?

Long Version:

This started ~3 days ago.  The laptop had been on and she was logged in, but when she went back to it after being AFK, it was at the blue Recovery window (with choices "See advanced repair options" and "Restart my PC").  Restarting caused it to go through BSOD three times and then back to the Recovery window.

First thing I tried was System Restore.  There was one restore point, from 3 days earlier (no system changes that we know of), and restoring it seemed to work.  But at some point when she was AFK, it had apparently crashed again and was at the Recovery window.  I did the System Restore again, and she baby-sat it all evening (interestingly, not letting the screen saver come on for any length of time).  It never crashed.  She shut it down, and the next day it still booted up and let her log in.  But when she left it alone for a period of time, it crashed again and wouldn't reboot (same symptoms, same error).  So it seems like the System Restore "fixed" something, but whatever it was would get broken again (maybe when the screen saver was running?).

I ran the diagnostics in the BIOS - no problems.

Here's where it gets strange.  The next day, we tried System Restore again, but it failed with an error (sorry, I didn't record it).  After that, the restore point was gone!

I booted in safe mode (took a while to find it) with no networking and let her log in (we both have admin accounts but I wasn't sure I remembered my password).  I couldn't figure out anything to do, so I rebooted in safe mode with networking, hoping to be able to update the drivers (which I found out today that you can't do in safe mode).  It seemed to work normally, but I knew I needed to research more of what to do.

This morning, I did the "thorough" disk diagnostic in the BIOS - took a couple of hours, but no problems found.

Now it gets more interesting: since my daughter was at work, I booted in safe mode (with networking), remembered my password, and logged in.  Windows immediately starting installing an update - and showing those calming, full-screen messages like it shows when you first install Windows 10 (although I felt a cold chill when it said, "Leave everything to us").  After that, it logged me in, but some things didn't work.  I couldn't type in the search bar, the Windows button didn't seem to work, left-clicking on the Start icon didn't do anything, and although right-clicking brought up a menu, about half of the items were inoperative (although I found other ways to open most of the things I needed via msconfig).

With very few options left, I rebooted and tried Alien Respawn.  The second step (scanning the files) took a really long time, and the third step (repairing the files) took over 2 hours.  But it said it was successful, so I rebooted. And I was greeted by this window:

20210408_182011-small.jpg

This really ticks me off.  Before trying Respawn, I was still able to do some things.  Now I can't even transfer files.  I can't find anything on that error code, or even what NLS data is.

If I use a recovery USB to boot, will it give me access to the C: drive so that I can copy off things?  Can I use a recovery USB made from a different Windows 10 PC?

If you've actually read this far, thanks for your interest!

--

John

April 9th, 2021 06:00

A few details that I left out of the original email:

  1. The laptop came with Windows 8 installed and was upgraded to Windows 10 (64-bit) when it was free.  I don't know if that complicates the recovery.
  2. Things that I tried that I didn't mention:
    1. I looked at the event log.  There were warnings on the Intel and Soundblaster sound devices and the WiFi.  I tried disabling them and rebooting.  It didn't help.
    2. I saw no event log errors indicating any sort of hardware problem.
    3. I tried the following commands (from windowscentral.com) in safe mode.  They reported no problems:
      • dism /online /cleanup-image /checkhealth
      • dism /online /cleanup-image /scanhealth
      • sfc /scannow
    4. I tried a number of other things that I can't remember without the prompts in front of me, but I tried just about everything I could that didn't require a recovery disk (no, I hadn't made one - I don't have blank 8-GB+ thumb drives sitting around, so something like that is easily left 'til later and forgotten).

I plan on making a Windows 10 recovery disk/usb from my desktop tonight, and one with Linux just in case.

April 9th, 2021 10:00

From what I can tell, NLS stands for "Native Language Support".  So you're telling me that I have to buy a new drive and a new copy of Windows because it forgot how to speak English?

And since I don't know what caused the problem, it could very well happen again if I replace the drive.

April 10th, 2021 18:00

Hello, i have the same laptop and same problem, i resintalled a clean windows but when it was installing the drivers the same error pop out, anyone with same problem and a new solution?

April 13th, 2021 19:00

Hello thanks for answering, i reinstalled windows twice and foubd out the problem comes from a driver on your site named “Intel Dymanic Platform & Termal Framework Driver” so is there a known issue?

I'm using the laptop right now without this dirver and works fine for now.

April 14th, 2021 18:00

Right.  We're going to pay Dell $99 so we can try to convince them that their software is junk.

April 15th, 2021 11:00

@Crimson, I'm not sure why you think I have the extended warranty.  I don't.  And if there's another way to tell Dell about problems, I'm not aware of it.

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