Knowledgebase: Microsoft Windows
Windows OS Troubleshooting
Updated: 27 July 2020 12:54 PM

This article provides guidance and resources to resolve various Windows operating system problems.


Windows Update Errors

If experiencing a problem with updating Windows 10, you should refer to this Microsoft guide:

If you don’t find your answer there, it may help to search for solutions with the exact error code. IT Services is available on request to assist with problems of this nature, if you are unable to solve it with Microsoft’s troubleshooting guide.


Critical Errors - "Blue Screen Of Death"

“Blue Screen Of Death” (BSOD) errors are named as such because a critical Windows error traditionally results in a blue screen with an error code, followed by a restart.

Here is a link to a Microsoft troubleshooting guide for Blue Screen errors:

It can help to use a search engine to look for the exact text of the error code to try to determine the root cause of the problem, although troubleshooting at this level is more of an advanced practice. IT Services is available on request to assist with problems of this nature, if you are unable to solve it with Microsoft’s troubleshooting guide.


Application Loading Issues/Program Doesn't Start

Reasons for applications not loading or starting properly can vary. The problem can lie with the application files itself, or sometimes it’s missing a supporting piece of software or a Windows update that it needs to work. Software can be inter-dependent on other pieces of software.

Things to make sure of if an application will not load:

Is Windows up to date? Perform all available Windows updates.

Is there an error message when the application starts? Does it contain a code or the name of a file that is missing? This may provide a clue, something to search for.

If neither of these results in the program starting, try uninstalling and reinstalling the application.

Consult the software vendor(the company that makes the software) and look at any official troubleshooting guide they have. Always look for first-party(manufacturer-recommended) information to start with. Only consider third-party solutions when you’ve exhausted what’s available from the company that makes the software.


Cannot sign into Windows/Forgotten Password

If you are using an OCAD U PC then your username and password are likely the same as your OCAD U account. If you are using a local or a Microsoft account on a machine, then this Microsoft guide will point you toward some options if you cannot sign in to Windows:


Bitlocker Recovery

Bitlocker is Windows’ encryption technology. It makes the data on your computer harder to access in case the device is stolen or lost.

All OCAD U mobile computing platforms are required to be encrypted. If you are seeing a Bitlocker Recovery screen and need a Recovery key to sign in you should contact IT Services.

If you are using a personal computer and you are seeing a Bitlocker Recovery screen, you will need to enter the Recovery Key that was created when you encrypted the drive—if you use a Microsoft Account to sign in you may be able to obtain the recovery key from there:


Windows Does not Load/Boot Problems

Boot problems can be for several different reasons. There may be a problem with the Windows boot process, there could be a problem with the structure of how files are stored on the disk, or there could be a hardware problem.

If it looks like Windows is trying to load(for example, there is a Windows logo that appears at some point in the boot process) and you arrive at the Windows Recovery screen, you still have some ways to recover the use of your machine, including the “Reset Your PC” option which will re-install Windows. A guide to the options available in Windows Recovery is located here:

Lastly, if you don’t see a Windows loading screen or a Recovery screen, then it’s possible that your Windows installation is damaged or you don’t have a working Windows Recovery environment. You can try installing Windows again from a flash drive, if you have another computer to create the installation media from. You will need an 8GB(minimum) USB flash drive. You can download the Windows Media Creation Tool from this website: