Desktop Screen Flashes Between a Blue Screen and a Desktop Screen

[bdfloyd]

Product: HP ENVY TouchSmart 15t-j000 Select Edition CTO Notebook PC, Model C9G48AAR, Product Number: C8P45AV
Problem: After logging in, the screen flashes the Start Screen on and off in random fashion, and is unresponsive to any input.
Effort: We followed the instructions on the HP web site for this symptom (Desktop Screen Flashes Between a Blue Screen with a Blank Taskbar and a Desktop Screen on Startup (Windows 8)), but it failed at step 8 - the Start Screen flashes in Safe Mode with no way to find or enter the "Control Panel" step. We have also rolled back the system to the last restore point, reseated the memory, and reset the BIOS - all HP recommended processes for video problems.
Current Status: We always look to resolve any problems via the HP web site first; this one had us stumped. We went to the "Contact HP" to chat with a service agent, but discovered that our warranty expired eight days ago. We were directed to this forum for assistance. The laptop is my son's and is being used for his college courses. We need any help you can provide as quickly as possible. Thanks!

[Mrstenter]

Hi @bdfloyd ,

 Thank you for visiting the HP Support Forums and Welcome. Thank you for the detailed information as to what was happening on the Notebook.

I have looked into your issue with your HP Notebook and getting a blank or flashing screen on startup. Try performing a hard reset. When performing a hard reset please note remove any and all USB devices. Disconnect all non-essential devices.

If that does not help try to turn on the computer you start to press F11 repeatedly till the menu opens. You can do a system restore. System restore will help if something automatically updated and did not go well on the Notebook.

Hope this is helpful please let me know.

Thanks.

[bdfloyd]

Hi Mrstenter!

We really appreciate your time and expertise. We first tried the hard reset and that by itself did not correct the flashing screen problem. We then did a system restore again, only this time we selected a restore point that was earlier than an October 14th "Windows Critical Update" point that was in the list. This worked and stopped the flashing screen problem!

What do you suggest we do to avoid falling back into this condition? My assumption is that the October 14th Windows update created the problem and suspect it will return if we move forward with updates. Before allowing any updates, should I first go to the "Action Center" and select "Choose how to report problems" and click 'ok' to "Never check for solutions"? These were the last steps (steps 9-14) recommended for correcting this problem prior to doing the restore.

Bryan

[Mrstenter]

Hey @bdfloyd , 

Glad it worked out for you. I would suggest to select the updates that you want to do. This document shows you how to do that.

Thanks.

Ps don't forget to click the Accepted Solution button so others can find the fix fast as well.

[bdfloyd]

I'm sorry. I wasn't clear enough. My question was not intended to ask about the process of updating.

We corrected the problem by restoring to a point earlier than a "critical update" published by Microsoft. If we try to move forward from the restore point that preceded this problem, and probably created the problem, how do we avoid falling back into the same 'flashing screen' when we move forward with updates (which we have not done... schoolwork is finally getting done :).

Should I go into the Action Center and complete steps 9-14 before updating the system? Or...?

Bryan

[Mrstenter]

Hey @bdfloyd , 

In the Microsoft document in Update for Windows Under Important updates, click one of the following:

• Install updates automatically (recommended)

• Download updates but let me choose whether to install them (This would give you the Choice)

• Check for updates but let me choose whether to download and install them

Hope that helps.

Thanks.

[bdfloyd]

Thank you for your continued attention. I will try to be more specific because I am not asking about how to install updates. My goal is to try and avoid falling into the same flashing screen problem.

According to HP's Troubleshooting section (http://support.hp.com/us-en/document/c04223632

"After signing in, the computer opens a blank screen, and then continuously flashes between the Start menu screen and the desktop screen. At the time of this writing, a solution was not known or made available. However, you can work around this problem by disabling the Windows Error Reporting Service."

As you recall, we were unable to apply this work-around since 'Sare Mode' was also flashing and unresponsive. Since we moved the computer back to a restore point earlier than Microsoft's October Critical Update, the problem has gone away. However, we have also not applied ANY Microsoft updates to the computer for fear that the problem will return.

Will disabling the 'Windows Error Reporting Service' help us avoid the problem and permit us to move forward with updates from Microsoft? Do you have any further insight into what is causing this problem and when it will be fixed?

Thanks!
Bryan

[Mrstenter]

Hi @bdfloyd ,

The unfortunate thing is I can not answer a Microsoft practice or when they will remove something.

Sorry.

[bdfloyd]

Fair enough. I will go ahead anyway and try finishing steps 8-14 from HP's work-around process and then install the pending Windows updates again and see what happens. I will send you a message as to the results.

Bryan

[bdfloyd · Accepted solution]

I went ahead and finished steps 8-14 in HP's correction procedure, which effectively set the Action Center to "Never check for solutions" to problem reports. Then we went ahead and performed the Microsoft Updates that were pending since we had rolled it back to a prior restore point. So far so good! The flashing screen problem did not return. Until Microsoft publishes a fix to this problem, I believe the HP work-around will keep us going. Thank you!

Could I ask one last favor? An HP contact named Mason was initially assisting us with this problem, but any attmepts to repsond to his emails ended in a failure to deliver ("Diagnostic-code 554).

Case #: 3008737217
Mason
Case Manager
HP AMS TCO Escalations Team

Can you contact him and let him know that the issue has been successfulkly resolved? Thanks!

Warn regards!
Bryan