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Black screen after Windows welcome screen after system restore RRS feed

  • Question

  • Hello

    On my Dell laptop windows isn't responding to mouse clicks.  The desktop was displayed, with the icons, the task bar would hide and show.  I couldn't connect to the internet and it appeared it (the network bars icon) was frozen (the spinner icon was still)

    I could move the mouse.  I opened windows in safe mode and I could use the mouse normally.  I did a system restore and it completed successfully.  When I clicked the 'restart' button, the computer restarted, showing the 'Windows is Restarting' screen, the floating dots that form the windows logo and the welcome screen showed.  After the welcome screen finished, I get a black screen.  Pressing Ctrl & Alt & Del does not open the task manager.  I have rebooted several times and I still get the black screen.  I have no idea what to do now.  Others have used ctrl & alt & del which resulted in the Task Manager displaying and they could proceed to get windows to work.  I haven't had that result -- Just a black screen with the mouse pointer displaying.  I can move the mouse, but that is all I can do.  

    I appreciate help to get this issue resolved.  Thanks in advance

    Friday, November 29, 2019 7:46 AM

All replies

  • 1) Run:

    http://www.dell.com/support/article/us/en/19/sln115162/resolve-hardware-issues-with-built-in-and-online-diagnostics--epsa-or-psa-error-codes-?lang=en

    Find a camera or smartphone camera > take pictures of the results > post images into the thread using share links:  one drive, drop box, or google drive

    2) Click these 4 keys simultaneously and report what you see and hear:

    Win + Ctrl + Shift + b

    3) Find two flash drives that you can format (> or = 8 GB)

    4) On a working computer create a bootable Windows 10 iso:

    https://www.microsoft.com/en-us/software-download/windows10
    https://www.tenforums.com/tutorials/9230-download-windows-10-iso-file.html
    https://www.tenforums.com/tutorials/2376-create-bootable-usb-flash-drive-install-windows-10-a.html

    5) Create a bootable Ubuntu flash drive:

    https://tutorials.ubuntu.com/tutorial/tutorial-create-a-usb-stick-on-windows#0

    6) more to follow after viewing above results




    Friday, November 29, 2019 3:06 PM
  • Thanks for your detailed reply, sir.  Pardon me if this is obvious, but are you saying I'll need to upgrade to Windows 10 to fix this or did you suggest this because I hadn't included my OS version in my original post? 

    I'm running Windows 7 professional.  I'll follow the above steps, and post the screen grabs as you instruct.  I'll just need to purchase the flash drives you list. Please stay tuned...

    Sidebar: While waiting for a reply, I made several attempts using the ctrl-alt-del key combo.  Finally, the screen displayed an actions menu where I could select the Task Manager program, which I did.  I waited several minutes after that (~=30m) while the screen "appeared" to be processing (though still dark, but I could move the mouse).  Around that time frame, the mouse suddenly disappeared and the screen went completely black.  My laptop didn't appear to be doing anything -- but it had not shut down.  I left it overnight.  This morning it was still in that state, so I shut it down.

     

    Friday, November 29, 2019 6:00 PM
  • 1) The Ubuntu flash drive should allow you to backup important files to another disk drive or the cloud.

    It will also allow testing with another operating system and drivers.

    2) The Windows 10 iso can be used on Windows 7, 8 or 10 to perform steps in Windows Recovery Environment (Windows RE)

    3) Windows 7 extended support ends January 2020:

    https://support.microsoft.com/en-us/help/13853/windows-lifecycle-fact-sheet

    4) If the computer meets minimum hardware requirements it may be able to be upgraded for free to Windows 10.

    https://www.microsoft.com/en-us/windows/windows-10-specifications?SilentAuth=1&wa=wsignin1.0

    5) For the black screen the hardware should be tested.

    6) Steps for troubleshooting may include the rollback or un-installation and re-installation of drivers.

    .

    .

    .

    These are some links that may be useful for this problem or for other Windows 7 problems:

    https://support.microsoft.com/en-au/help/12435/windows-10-upgrade-faq

    https://www.sevenforums.com/tutorials/73828-imaging-free-macrium.html

    https://www.sevenforums.com/tutorials/3413-repair-install.html

    https://www.sevenforums.com/tutorials/20146-custom-install-windows-7-a.html

    https://support.microsoft.com/en-au/help/17101/windows-7-system-recovery-options#what-are-system-recovery-options=windows-7

    https://www.sevenforums.com/tutorials/700-system-restore.html

    https://support.microsoft.com/en-au/help/17419/windows-7-advanced-startup-options-safe-mode#1TC=windows-7

    https://www.sevenforums.com/tutorials/2083-system-repair-disc-create.html

    https://www.sevenforums.com/tutorials/668-system-recovery-options.html

    https://www.sevenforums.com/tutorials/681-startup-repair.html




    Friday, November 29, 2019 7:03 PM