Black Screen after upgrade
If you see the black screen only after sign-in and you can see a mouse cursor:
- While at the black screen, try using CTRL+SHIFT+ESC to start Task Manager.
- If it becomes visible, try finding LockAppHost.exe on the Details tab and ending the task.
- If this resolves the black screen, use corruption resolution steps (dism, then sfc), and run the all apps PowerShell command in 3080495.
- If this does not work, then Explorer.exe probably crashed. you can start Internet Explorer to achieve an LMI connection to then perform some other troubleshooting:
- In Task Manager, File, Run. iexplore.exe
- Once you achieve a connection you can use a few tools started from Task Manager to make progress:
- Appwiz.cpl: Look for Antivirus software or other apps that may cause issues with the shell. Uninstall them. Then restart.
- Compmgmt.msc: This is Computer Management, where you can find the Event Viewer to search for details on an Explorer.exe error.
- CMD started as Admin: Use this for various commands, like creating a new administrator user with the following commands (changing “<password>” to something of the customer’s choosing):
net user test <password> /add
net localgroup Administrators test /add
This will give you a test user to try, which will confirm if the issue is user or system-specific.
If you see the black screen or have a flickering screen before sign-in:
- Try connecting to different video outputs on the PC. Sometimes a change in driver can cause the video to be sent:
Try to boot into Safe Mode with Networking or Enable low-resolution video.
- To a different Adapter: from integrated graphics to a discrete card or vice versa.
- To a different output: from HDMI to DVI, DisplayPort to VGA, or any other combination.
- Advanced boot options, Safe Mode with Networking, or Low Resolution Video
- Check Device Manager and look for Display Adapters
- If you see 2 items under Display Adapters, disable the integrated video card (e.g. Intel HD 4000 or AMD Radeon HD 4200) and restart. (try vice versa if it does not work)
- If you see 1 item under Display Adapters, rollback the driver or uninstall the display adapter in Device Manager, and enable the option to delete driver software.
Check the PC or display adapter manufacturer’s site for an updated driver.