Desktop won't boot or enter safe/repair mode

[KerryAMS]

my HP Envy suddenly started shutting down and displaying "Your device ran into a problem and needs to restart." at the bottom of the screen, it displays "Stop code: KMODE_EXCEPTION_NOT_HANDLED (0x1E) What failed: rtwlane.sys."

Now I can't get it to boot up at all.

-I've tried getting it into safe mode by using F8 and F11 based on advice online

-I've tried interrupting the boot process using the power button. It displays "preparing repair process", then "diagnosing PC", then "Connecting to network". Then the screen stays black and displays "Couldn't connect to network. Keep your device on, and we'll look for solutions again in: <timer>" When the timer counts down, this process loops. The screen also says "Click (or select Enter) for more recovery options", but neither the Enter key nor mouse clicks do anything.

Any suggestions?

[Garp_senchau]

@KerryAMS, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It sounds like you're dealing with a pretty frustrating issue where your HP Envy is failing to boot up due to a KMODE_EXCEPTION_NOT_HANDLED (0x1E) error. This error points to a problem with a system driver (in this case, rtwlane.sys, which is related to your Wi-Fi driver), and it’s preventing the system from booting up properly.

Here’s a step-by-step approach you can try to resolve this:

Perform a Hard Reset

A hard reset might help clear out any minor glitches that could be affecting the boot process.

Turn off the laptop completely (hold the power button down for about 10 seconds if it’s not turning off normally).

Disconnect the power adapter.

If the battery is removable, take it out.

Hold down the power button for 30 seconds to drain any residual power.

Reconnect the battery and power adapter, then try turning it on again.

If this doesn’t work, proceed to the next step.

Boot to Advanced Startup Options

Since the device is stuck in the repair loop, let's try to manually boot to the Advanced Startup Options.

Turn off your laptop.

Press the power button, then immediately press F11 repeatedly until the HP logo appears.

If you see the HP logo, let go of the F11 key, and it should take you to the Advanced Startup Options screen.

Turn on the laptop and as soon as the HP logo appears, force a shutdown by holding the power button until it turns off.

Do this three times in a row. After the third time, the system should go into the Windows Recovery Environment (WinRE).

Run Automatic Repair

Once you’re in Advanced Startup Options (or WinRE), follow these steps:

Select Troubleshoot > Advanced options > Startup Repair.

Windows will attempt to detect and fix any startup issues automatically. Allow it to run and follow any on-screen instructions.

Roll Back to Previous Windows Build

If Startup Repair doesn’t resolve the issue, try rolling back to a previous build of Windows.

In the Advanced Startup Options menu, select Troubleshoot > Advanced options > System Restore.

If there are restore points available, choose one from before the issue started. This might help to roll back any recent changes (like driver updates or software installations) that caused the problem.

Update or Reinstall Network Drivers (rtwlane.sys)

Since the error references rtwlane.sys (which is a Wi-Fi driver), you might need to update or uninstall this driver. To do this:

In Advanced Startup Options, select Troubleshoot > Advanced options > Command Prompt.

Type devmgmt.msc and press Enter to open the Device Manager.

If you can access Device Manager, look for the Network Adapters section, and locate your Wi-Fi adapter.

Right-click on it and choose Update driver or Uninstall device (if updating doesn’t work).

After uninstalling, reboot the system, and it may automatically reinstall a fresh version of the driver on boot-up.

Use System File Checker (SFC) or DISM

If you can get to the Command Prompt, you can run some system repair tools to fix potentially corrupted files:

In the Command Prompt, type: sfc /scannow

and press Enter. This will scan and repair corrupted system files.

If SFC doesn’t resolve the issue, try using DISM (Deployment Imaging Service and Management Tool): DISM /Online /Cleanup-Image /RestoreHealth 

Wait for the process to complete, and then restart your computer.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[KerryAMS]

Thank you @Garp_senchau. While I had tried those options previously, the F11 worked this time. However, neither the mouse nor the keyboard (both are bluetooth) respond--so I'm not sure how to navigate the advanced option menu. I'm now simply stuck on the "Choose an option" screen. I've tried the arrow keys, Enter key, windows key, as well as mouse clicks to no avail.

Post Script--I purchased a corded mouse and keyboard, and neither of those allow me to navigate the menu either!

Any further suggestions? I've tried rebooting a couple of times and I'm still unable to navigate the menu.

[Kuroi_Kenshi]

Hi @KerryAMS,

Welcome to the HP Support Community! 

We're here to help you tackle that malfunction! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

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We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,