After lock or perhaps sleep, the computer displays a black screen with only a mouse pointer. RRS feed

  • Question

  • The issue is interment, affects only our laptops. 

    When the user locks and then tries to unlock,  the screen is black with only a mouse pointer

    alt+tab indicates logonui is running but it is not visible

    Ctl alt + del has no effect

    Holding Win key + Ctrl + Shift then pressing B we managed to restored access to one computer (this resets the video driver)

    But generally we need to force power off and back on again. 

    All affected computers have different video drivers and bios versions

    Happens once out of the blue and sometimes again after several weeks. 

    Happens when docked or un-docked

    Nothing found in the logs since the computer may not even recognize it as an error. 

    Our users have reported the issue on Dell - 7390, 5530, 5289, 7285, 5290 laptops and a HP Elite laptop

    Out of our ~2000 computers, we have had 10 reported cases in the last week but it has been ongoing for some time and our users may not be logging jobs since they can power off and back on again and it is fixed.  

    Computers affected have been running 

    Windows 10 Enterprise 1709

    Windows 10 Enterprise 1809

    All computers have McAfee Endpoint Security but that application does not have any hints in their logs either. 

    Removing or replacing Mcafee is a difficult option and since the issue is not repeatable and so intermittent, may not prove anything. 

    Any other  ideas?


    • Found this same issue raised on a Dell forum - The solution was to use an anti virus other than Mcafee 

    • This thread after suggesting it is update (KB4022716) 

    • Another thread suggests "fast boot" as the cause but we have it turned off 

    Thursday, October 17, 2019 10:37 PM

All replies

  • What about updating graphic cards?Try to boot into Safe mode and try this through Device Manager.

    S.Sengupta,Microsoft MVP Windows and Devices for IT, Windows Insider MVP

    Thursday, October 17, 2019 11:28 PM
  • When computer resume from sleep, system will load drivers, so please update your graphics adaptors drivers on those problematic machines.

    Use High Performance power plan.

    When black screen appears, press Ctrl+Alt+Del to call out task manager, File tab, Run new task, type explorer.exe and hit Enter.

    Good luck.

    Please remember to mark the replies as answers if they help.
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    Friday, October 18, 2019 3:10 AM