Computer not starting up correctly - help needed

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 9:54 am

Tried to start my computer this morning. Seems to be working as it starts but once complete I just have a virtually blank black screen.

I’m running Windows 10. At the bottom left I have the search box and bottom right I have the date/time and the notifications box. Nothing else at all.

Can anyone give me any advice please or, if not, any repairers who are local.

IanMcL · Post by **IanMcL** » Tue May 08, 2018 10:08 am

As always, there will be an expert along in a minute Tony (fortunately for us all). However, when this has happened to me, I have just turned off the power, waited for 20 seconds and then rebooted. Sometimes all is well and other times, it has offered start in safe mode.

Always been ok from then on.
That's all I have to offer but sincere!

ElectroClaret · Post by **ElectroClaret** » Tue May 08, 2018 10:10 am

Turning off then back on again usually works for me, too.

Turn the router off as well, wait a while, then on again.
Beyond that, I'd be screwed

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 10:12 am

ElectroClaret wrote:Turning off then back on again usually works for me, too.

Turn the router off as well, wait a while, then on again.
Beyond that, I'd be screwed

I’ve done the on and off but still the same unfortunately. That usually does solve the problem but not this time.

IanMcL · Post by **IanMcL** » Tue May 08, 2018 10:16 am

Can you reboot from a backup disk? Cloud?

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 10:16 am

have you tried CTRL-ALT-DEL to login, or is that failing too?

some tips here

https://errorfixer.co/fix-black-login-s ... ry-update/" onclick="window.open(this.href);return false;

and here

https://errorfixer.co/cant-sign-into-ac ... ry-update/" onclick="window.open(this.href);return false;

johnalexander · Post by **johnalexander** » Tue May 08, 2018 10:17 am

Suggested self diagnosis from Microsoft is to restart in a safe mode. Try the following it may help diagnose the problem. Good luck.
1. Start your PC in Safe mode. This starts Windows in a basic state, using limited files and drivers.
2. It can help you troubleshoot problems on your PC. For example, if the problem doesn't happen in safe mode, you'll know default settings and basic device drivers aren't causing the issue.

3. There are two versions of safe mode: Safe Modeand Safe Mode with Networking. They're quite similar, but Safe Mode with Networking includes the network drivers and services you'll need to access the Internet and other computers on your network.
4. How to start your PC in safe mode. Restart your PC. When you get to the sign-in screen, hold the Shift key down while you select Power
5. Restart.
6. After your PC restarts to the Choose an option screen, select Troubleshoot > Advanced options > Startup Settings > Restart
7. After your PC restarts, you'll see a list of options. Select 4 or F4 to start your PC in Safe Mode. Or to use the Internet, select 5 or F5 for Safe Mode with Networking.
8. In Safe mode, simultaneously press the Windows logo key + R, type MSinfo32.exe, and then select OK.
9. In MSinfo32, under Components > Display, find the card model of your PC’s video card, and see if it’s compatible with Windows 10.

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 10:19 am

CTL-ALT-DEL is the only thing I can do but I don’t ever login

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 10:23 am

ClaretTony wrote:CTL-ALT-DEL is the only thing I can do but I don’t ever login

when you press CTRL-ALT-DEL do you get any login options i.e. username and password prompt?

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 10:38 am

Rick_Muller wrote:when you press CTRL-ALT-DEL do you get any login options i.e. username and password prompt?

I get the standard five options

Lock
Switch User
Sign out
Change a password
Task Manager

johnalexander · Post by **johnalexander** » Tue May 08, 2018 10:40 am

To start Windows in safe mode:
Select the Start button, then choose Settings.

Select Update & security > Recovery.

Under Advanced startup select Restart now.

After your PC restarts to the Choose an option screen, select Troubleshoot > Advanced options > Startup Settings > Restart.

It should then self diagnose.

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 10:43 am

johnalexander wrote:To start Windows in safe mode:
Select the Start button, then choose Settings.

Select Update & security > Recovery.

Under Advanced startup select Restart now.

After your PC restarts to the Choose an option screen, select Troubleshoot > Advanced options > Startup Settings > Restart.

It should then self diagnose.

Sorry, but that doesn’t mean anything to me. To start the computer I just press the power button.

johnalexander · Post by **johnalexander** » Tue May 08, 2018 10:45 am

On your keyboard you have a key with the Microsoft logo. That's the windows key. Turn on your computer. Then press the Microsoft logo key, then follow steps noted above.

johnalexander · Post by **johnalexander** » Tue May 08, 2018 10:48 am

The settings symbol appears on the far left of your screen shaped like a cog. Press it then recovery should be an option.

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 10:48 am

ClaretTony wrote:I get the standard five options

Lock
Switch User
Sign out
Change a password
Task Manager

OK - so it has logged you in, but the Start button is missing etc. When you press the Windows Key and "E" do you get Windows Explorer opening up? or nothing? If nothing, try choosing "task Manager" and then "File|Run New Task. In the box type "Explorer" (without quotes). Do you get Explorer then?

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 10:49 am

johnalexander wrote:On your keyboard you have a key with the Microsoft logo. That's the windows key. Turn on your computer. Then press the Microsoft logo key, then follow steps noted above.

I’ve started the computer but pressing the windows key has no effect

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 10:51 am

Rick_Muller wrote:OK - so it has logged you in, but the Start button is missing etc. When you press the Windows Key and "E" do you get Windows Explorer opening up? or nothing? If nothing, try choosing "task Manager" and then "File|Run New Task. In the box type "Explorer" (without quotes). Do you get Explorer then?

Yes,it’s brought up File Explorer

johnalexander · Post by **johnalexander** » Tue May 08, 2018 10:53 am

It begins to sound like your video card is goosed. (The thing that makes images appear on your screen). I would be going to a repair shop. 3Bs in Nelson? Or thinking about visit to Tesco for replacement machine. other Shops are available! Sorry.

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 11:01 am

ClaretTony wrote:I’ve started the computer but pressing the windows key has no effect

johnalexander wrote:It begins to sound like your video card is goosed. (The thing that makes images appear on your screen). I would be going to a reupair shop. 3Bs in Nelson? Or thinking about visit to Tesco for replacement machine. other Shops are available! Sorry.

Having got into explorer I can then open such as word docs or xcel spreadsheets but cannot display images which suggests what johnalexander is saying might be the case.

When I try to open an image by double clicking on it, I get error message: File system error (-2147219200)

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 11:03 am

ClaretTony wrote:Yes,it’s brought up File Explorer

thats a good sign - I suspect that you've had a Windows Update that has broken your Display driver - From the File Explorer window you should be able to find most things, including the Control Panel here C:\Windows\System32\control.exe - double click it to run the Control Panel and then from there you can click on programs and features to check for recently installed updates and uninstall them to see if that fixes things. Or you could also use the Control Panel search to search for Backup and Restore and find the latest restore point to go to in you have one.

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 11:05 am

johnalexander wrote:It begins to sound like your video card is goosed. (The thing that makes images appear on your screen). I would be going to a repair shop. 3Bs in Nelson? Or thinking about visit to Tesco for replacement machine. other Shops are available! Sorry.

Sorry John - but if Tony can see anything on the screen the Display Adapter will be absolutely fine, however the display driver may be a problem - hence checking for a restore point

Tall Paul · Post by **Tall Paul** » Tue May 08, 2018 11:11 am

Windows updates have a habit of messing up my display drivers. Reinstalling them from the graphics card manufacturer's website usually fixes the problem.

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 11:11 am

Rick_Muller wrote:thats a good sign - I suspect that you've had a Windows Update that has broken your Display driver - From the File Explorer window you should be able to find most things, including the Control Panel here C:\Windows\System32\control.exe - double click it to run the Control Panel and then from there you can click on programs and features to check for recently installed updates and uninstall them to see if that fixes things. Or you could also use the Control Panel search to search for Backup and Restore and find the latest restore point to go to in you have one.

I’m in the world of the unknown here but I’ve followed this to programs and features. The only recent update was today and was Adobe Flash Player 29 NPAPI

Should I uninstall that flash player?

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 11:20 am

ClaretTony wrote:I’m in the world of the unknown here but I’ve followed this to programs and features. The only recent update was today and was Adobe Flash Player 29 NPAPI

Should I uninstall that flash player?

Worth trying CT - it wont break anything and will only update again in the near future, but we can solve that if this fixes things. When you say that is the only recent update - in the Updates section you can choose a drop down (arrow to the right of Programs) and select Windows Updates only - see if there are any recent Windows updates.

Also did you check for Backup and recovery?

One other thing to try is from the "Task Manager" File|Run New Task - type "cmd" (again without quotes) and click "Create this task with Admin Privileges" and from the command prompt type "sfc /scannow" (again without quotes) to run a system file checker

EDIT in bold

ŽižkovClaret · Post by **ŽižkovClaret** » Tue May 08, 2018 11:21 am

ClaretTony wrote:I’m in the world of the unknown here but I’ve followed this to programs and features. The only recent update was today and was Adobe Flash Player 29 NPAPI

Should I uninstall that flash player?

Can't hurt

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 11:27 am

Rick_Muller wrote:Worth trying CT - it wont break anything and will only update again in the near future, but we can solve that if this fixes things. When you say that is the only recent update - in the Updates section you can choose a drop down (arrow to the right of Programs) and select Windows Updates only - see if there are any recent Windows updates.

Also did you check for Backup and recovery?

One other thing to try is from the "Task Manager" File|Run New Task - type "cmd" (again without quotes) and click "Create this task with Admin Privileges" and from the command prompt type "sfc /scannow" (again without quotes) to run a system file checker

EDIT in bold

We are moving to quickly for me here.

1 - deleting that update had no effect
2 - where is this updates section and drop down?

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 11:32 am

Found that. Last Windows update was 11th April

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 11:38 am

ClaretTony wrote:We are moving to quickly for me here.

1 - deleting that update had no effect
2 - where is this updates section and drop down?

No worries CT

In Control Panel when you select Programs and Features you can choose View Installed Updates you can limit the view to Microsoft Windows on the drop down

: Screenshot.png (123.42 KiB) Viewed 3781 times

For the cmd prompt and sfc...
Task Manager choose File|Run New Task...

: cmd.JPG (24.04 KiB) Viewed 3781 times

then type "sfc /scannow"

: scannow.JPG (42.42 KiB) Viewed 3781 times

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 11:44 am

Rick_Muller wrote:No worries CT

In Control Panel when you select Programs and Features you can choose View Installed Updates you can limit the view to Microsoft Windows on the drop down

Screenshot.png
For the cmd prompt and sfc...
Task Manager choose File|Run New Task...
cmd.JPG
then type "sfc /scannow"
scannow.JPG

Done that - no updates since April
Back ups - there aren’t any. I have a Back up and Restore (Windows 7) option on the control panel but not one for Windows 10.

Running that scan now - currently at 27%

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 11:50 am

ClaretTony wrote:Done that - no updates since April
Back ups - there aren’t any. I have a Back up and Restore (Windows 7) option on the control panel but not one for Windows 10.

Running that scan now - currently at 27%

Apologies CT - I misled you there - I don't normally do desktop support

the Windows 7 backup options are no good to us here. You could try and uninstall the most recent Microsoft Windows update from April - this will recover the Windows OS to a previously working state (as before the update) to give you some time to solve things - thats if the sfc scan doesn't work

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 11:53 am

Rick_Muller wrote:Apologies CT - I misled you there - I don't normally do desktop support the Windows 7 backup options are no good to us here. You could try and uninstall the most recent Microsoft Windows update from April - this will recover the Windows OS to a previously working state (as before the update) to give you some time to solve things - thats if the sfc scan doesn't work

Why is it showing Windows 7 though and not 10?

Scan is in verification phase

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 11:56 am

ClaretTony wrote:Why is it showing Windows 7 though and not 10?

Scan is in verification phase

Legacy backup option - there for support for Windows 7 backups to be used with Windows 10 - i.e. you have files backed up using Windows 7 backup but you now use Windows 10 and want to recover your files...

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 12:00 pm

I started up the computer yesterday and it was fine. Left it up overnight and was able to get in the internet with no problem.

However, I noted a problem with Microsoft Office and emails I thought I’d sent yesterday were still in the outbox. In the end I had to shut down office but then it wouldn’t restart so I decided to restart the computer. Then this happened.

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 12:01 pm

Has the scan finished CT?

If yes, try a reboot again

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 12:03 pm

Rick_Muller wrote:Has the scan finished CT?

If yes, try a reboot again

Verification phase is 74%

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 12:21 pm

Rick_Muller wrote:Has the scan finished CT?

If yes, try a reboot again

Just finished.

Windows Resource Protection found corrupt files but was unable to fix some of them. Details are included in the CBS.Log windier/Logs/CBS/CBS.log. For example c:\Windows\Logs\CBS\CBS.log. Note that logging is currently not supported in offline servicing scenarios.

The system file repair changes will take effect after the next reboot.

I will now reboot.

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 12:24 pm

Rebooted but no change

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 12:27 pm

ClaretTony wrote:Rebooted but no change

OK CT - now try uninstalling the most recent Microsoft Windows update you had in April

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 12:28 pm

During start up it said it was installing some windows updates but I’ve just checked and no sign of them when I check.

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 12:42 pm

ClaretTony wrote:During start up it said it was installing some windows updates but I’ve just checked and no sign of them when I check.

"Installing" can be quite misleading - it also displays that message when removing an update... as in your Adobe Reader one perhaps.

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 12:45 pm

Rick_Muller wrote:"Installing" can be quite misleading - it also displays that message when removing an update... as in your Adobe Reader one perhaps.

I’ve clicked on uninstall but nothing happens

Firthy · Post by **Firthy** » Tue May 08, 2018 12:49 pm

Sounds like the update hasn't completed which is why there is no record of it. It's nothing to do with graphics driver IMO. I think your Windows might be corrupted in which case you need to do a Windows repair.

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 12:49 pm

OK CT different thing to try.

get a command prompt again - Task Manager|File|Run New Task and type cmd and tick the run as admin checkbox

type devmgmt and press return to open the Device Manager.

: devmanager.JPG (51.65 KiB) Viewed 3622 times

Expand the Display Adapters and right click your display adapter to show the properties for your device

: displayproperties.JPG (41.06 KiB) Viewed 3622 times

If your display adapter has had an update lately you'll have the option to "Roll Back Driver" - if thats there, then click that and see what happens.

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 1:04 pm

Rick_Muller wrote:OK CT different thing to try.

get a command prompt again - Task Manager|File|Run New Task and type cmd and tick the run as admin checkbox

type devmgmt and press return to open the Device Manager.
devmanager.JPG
Expand the Display Adapters and right click your display adapter to show the properties for your device
displayproperties.JPG
If your display adapter has had an update lately you'll have the option to "Roll Back Driver" - if thats there, then click that and see what happens.

No recent update

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 1:07 pm

I’ve successfully deleted a Windows security update from last month but there is also a Windows update on the same date. That can’t be uninstalled.

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 1:21 pm

ClaretTony wrote:I’ve successfully deleted a Windows security update from last month but there is also a Windows update on the same date. That can’t be uninstalled.

from the cmd prompt type "start ms-settings:" to get the Settings App displayed. Type Recovery into the search box and choose the top option. From there choose Restart now to restart with the advanced options enabled.

Once your computer has booted, you'll want to select Troubleshoot.
And then you'll need to click Advanced options.
Click Startup Repair.
Windows will take anywhere from a few seconds to a few minutes to attempt to fix the problem. ...
Click System Restore.

taken from:
https://www.laptopmag.com/articles/repair-windows-10" onclick="window.open(this.href);return false;

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 1:30 pm

Rick_Muller wrote:from the cmd prompt type "start ms-settings:" to get the Settings App displayed. Type Recovery into the search box and choose the top option. From there choose Restart now to restart with the advanced options enabled.

Once your computer has booted, you'll want to select Troubleshoot.
And then you'll need to click Advanced options.
Click Startup Repair.
Windows will take anywhere from a few seconds to a few minutes to attempt to fix the problem. ...
Click System Restore.

taken from:
https://www.laptopmag.com/articles/repair-windows-10" onclick="window.open(this.href);return false;

Get a file system error (same as when trying to display a pic) when I put “start ms-settings:” in.

Bertiebeehead · Post by **Bertiebeehead** » Tue May 08, 2018 1:31 pm

Have you got a hammer Tony?

Rick_Muller · Post by **Rick_Muller** » Tue May 08, 2018 1:41 pm

ClaretTony wrote:Get a file system error (same as when trying to display a pic) when I put “start ms-settings:” in.

so you used Task Manager to get the File|Run New Task option then typed cmd and clicked the admin option and then clicked OK and then typed "start ms-settings:"...?

ClaretTony · Post by **ClaretTony** » Tue May 08, 2018 1:48 pm

Rick_Muller wrote:so you used Task Manager to get the File|Run New Task option then typed cmd and clicked the admin option and then clicked OK and then typed "start ms-settings:"...?

Yes - and get that File system error (-2147219200)