Inconsistent boot experience, but Laptop 13 AMD not starting

Community Support
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1

Hi
My colleague’s laptop is not functioning atm. Maybe your can help me establish what is wrong and help solve it?

The system
We are using Win 11 Pro, on a Laptop 13 AMD Ryzen 5 7640U w/ Radeon 760M Graphics. BIOS is 3.05 (currently latest).

What is the issue?
Something went wrong, but she doesn’t remember what: the screen just turned black. Apparently this has happened more often, but this time the screen stayed black. Laptop wouldn’t boot. Our IT service provider thought to just reinstall Windows, but that fails.

They tried using a different storage, but results are the same (in other words: the hard drive is not the issue). We thought that maybe the CPU fan was an issue, but last night it was spinning at full speed, so the fan works. The BitLocker code on file is not current, strangely enough.

So, what is the boot experience?

  • If I see the Framework logo, I can always get in the BIOS. BIOS settings are the same as mine (fully working)
  • Sometimes the Framework logo with spinning circle disappears and goes black. Nothing happens after that
  • Sometimes Windows goes into its Recovery Environment. I can not use any option, without Windows indicating that some error has occurred (no specification of the error). I can use the command line in WRE, but C-drive is locked.
  • Last night I managed to get to the point that I could login during the setup procedure with the associated account and the laptop started connecting to the IT provider’s server to download apps, policies and settings. The only error I got at that time was that they couldn’t download apps.

I have not been able to discover any logic as to which of the outcomes above occurs.

We also tried:

  • Disconnecting the battery to reset the mainboard

Any pointers?

2

Hi,

Have you been following this windows install guide when trying to re-install windows:

My guess is that there is maybe a device driver problem.

It would also be worth raising a support ticket with FW.
This community is just to get answers from other users. Not FW themselves.

3

I will have to check with the IT provider. They’ve pushed their Windows image to my and my colleague’s laptops earlier successfully, but maybe that is the thing. Will check and revert.

4

Your suggestions @James3 made me think and I tried installing Windows with a freshly downloaded edition of Windows on a USB (with the drivers file on that drive). That was successful, so it seems to have to do with the image the IT provider uses.