Black screen

[Beca1208]

Hello, my mum’s laptop takes slightly longer to load than usual (with the HP logo) then the lock screen shows up. She logs in and it says welcome, but then she gets a black screen. She can still move the mouse though. How can we fix this?

[IT_WinSec · Accepted solution]

Hello @Beca1208 

Thank you for posting.

This is happening because Windows cannot start/boot .It may be caused due to simple Windows hung, corrupted user profile, hardware problem (e.g. your HDD) or it may be caused by faulty Windows Update, some other faulty update/driver, malware,  etc....

1. Try hard restart/hard reset.

Press the power on-button on your PC and hold it for about 5-10 seconds until your computer powers off completely.

Remove and unplug any external periferals and accessories.

Press once the power-on button to turn on the PC and wait if it will start now. Wait...

If it still fails to load properly, go ahead with the next steps

2. Perform some basic hardware checks to rule out hardware problem

- Please, shutdown the computer using the power button (pressed and hold for a few seconds until PC powers off)

- Power the computer back on.

As soon as you press the power-on button, immediately begin hitting the Esc button (like tap-tap-tap) before any logo appears. This should open a HP Startup Menu

- Choose F2 to open System Diagnostics. Follow the on-screen instructions to perform System Test >> Quick test.

This will check major hardware componets for issue (do it just in case) . Here is more info >>https://www.youtube.com/watch?v=6JXUp43ahHA

If there are no system checks/no quick tests, perform HDD (hard disk drive) and RAM check (memory check).

Let me know the test results. If the tests pass without issues, continue. If not, please, let me know

3. Repeat steps 1-2 above but when HP Startup menu opens, please choose F11 for System Recovery options.

The computer should boot from it's recovery partition to open you various recovery options. Note, that F11 option will only work if the recovery partition is there (not deleted) and intact. From there, you have prenty of options to choose from. Every HP computer comes with recovery partition present to assist in tough moments.

Please, perform System Restore first in an attempt to fix the issue. Please, restore back to previous days (restore point) where the issue was not present. Here is more info:

>> http://support.hp.com/us-en/document/c03327545#AbT5

>> https://www.tenforums.com/tutorials/4588-system-restore-windows-10-a.html

Hope this helps. Let me know how it goes. Provide your feedback/reply.

[Beca1208]

I don’t really know how to mark this as an accepted solution, but that’s what this is

[IT_WinSec]

Thank you for your feedback, @Beca1208 

I am glad I could help

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@Beca1208 wrote:

I don’t really know how to mark this as an accepted solution, but that’s what this is

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