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Troubleshooting

Each section names a symptom, its usual cause and the solution. If a problem is not listed here or persists, see Support and more from O&O.

Creating the boot media fails​

Cause: The download of the recovery environment or of a program failed, or a cached file from an earlier build is damaged.

Solution:

  1. Check the internet connection, and that a firewall or proxy allows the media creator to connect.
  2. Click Advanced options, then Enable pre-build cleanup once.
  3. Create the boot media again.
  4. If it still fails, open Advanced options > Log > View log files and send the log files to O&O Support.

The USB drive is not listed as a target​

Cause: The media creator lists only removable drives. USB hard disks and SSDs are hidden by default; internal disks are never listed.

Solution:

  1. Select Show all drives.
  2. If the drive is still missing, connect it to another USB port and reopen Select the target medium.

The computer does not start from the USB drive​

Cause: The firmware starts from another drive first, or Secure Boot or the firmware settings prevent the start from USB.

Solution:

  1. Open the boot menu of the firmware (often F12, F11, F8 or Esc) and select the USB drive.
  2. In the firmware settings, allow starting from USB and put the USB drive first in the boot order.
  3. If the computer still does not start, turn off Secure Boot temporarily. Turn it on again after you have finished with O&O BlueCon.
  4. Try another USB port, preferably one directly on the computer.
  5. Create the boot media again, or use another USB drive.

No Windows installation is found​

Cause: The Windows drive is encrypted with BitLocker, the storage controller needs a driver, or the disk is not recognized.

Solution:

  1. Unlock the BitLocker drive, see Unlock a BitLocker drive.
  2. Load the storage driver, for example for a RAID or NVMe controller, see Load drivers.
  3. Check in the firmware settings whether the disk is detected. If it is not, the disk or its connection is probably defective.

There is no network connection​

Cause: The network adapter needs a driver, the network uses no DHCP, or the Wi-Fi is not connected.

Solution:

  1. If the start wizard reports No network devices found, load the network driver, see Load drivers.
  2. Enter the IP settings manually or connect to the Wi-Fi network, see Set up network and screen.

The BitLocker drive cannot be unlocked​

Cause: The recovery key belongs to another drive, or a digit is wrong.

Solution:

  1. Compare the Recovery key ID in the unlock window with the ID stored with the recovery key.
  2. Enter all 48 digits again.

Windows still does not start after the repair​

Cause: The cause is not a damaged system file, for example a faulty driver, an update or a hardware defect.

Solution:

  1. Read the System log of the target system, see Read the event logs.
  2. Remove the last update, see Remove a Windows update.
  3. Deactivate the driver or service named in the log, see Deactivate a driver or service.
  4. Save important files, see Copy files from a PC that does not start, before you consider restoring an image or reinstalling Windows.

A program is missing from the start menu​

Cause: Your license does not include the program, or it was left out in expert mode.

Solution:

  1. Check the Programs tab in expert mode, see Choose drivers and programs.
  2. Create the boot media again.

The screen is shown in a low resolution​

Cause: The recovery environment uses a standard graphics driver.

Solution: Select a higher resolution under Screen, see Set up network and screen.