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Win 7: Black Screen with Mouse Cursor after login

Discussion in 'Windows 7' started by Jojia, Jan 10, 2018.

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  1. Jojia

    Jojia Thread Starter

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    I booted up my computer(HP Pavilion g6 Win 7 Home Premium) and everything booted up fine up until the login. I selected my account logged in and was met with a black screen and a mouse cursor that is able to move. I've already looked into this issue on YouTube and have already tried CTRL+SHIFT+ESC to bring up the task manage directly but nothing happens. When I try CTRL+ALT+DELETE it brings me to the options screen where I can select ">Start Task Manager" but the task manager doesn't show when I select it.

    I've also attempted to restore my system to a previous system restore point but the only thing that shows on the list is from 1 point that brings me back to the same problem.

    Another one I've tried is going into regedit.exe and editing the value under shell to be "explorer.exe" however nothing works and I'm still met with a black screen with a movable mouse cursor.

    Anything else I can do? I don't want to end up paying for services.
     
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  3. dckeks

    dckeks

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    Darrin
    Please try to boot into safe mode and let us know if it works? Then we can determine best options for repair.

    1. Immediately after the computer is powered on or restarted (usually after you hear your computer beep), tap the F8 key continuously.
    2. After your computer displays hardware information and runs a memory test, the Advanced Boot Options menu will appear.
    3. Use the arrow keys to select Safe Mode or Safe Mode with Networking and press ENTER.
     
  4. Jojia

    Jojia Thread Starter

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    I've booted and logged into my account in safe mode and everything seems to be working other than the limited access/functionality.

    What else can I do from here?
     
    Last edited: Jan 11, 2018
  5. dckeks

    dckeks

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    Ok sounds like possible an issue with your display driver then. Please do the following next.

    Speccy
    http://filehippo.com/download_speccy
    1. File > Save Snapshot. This will create a file called [hostname].speccy
    2. File > Publish Snapshot. This saves your snapshot to their servers
    3 Copy and Paste the link to your next Reply
     
  6. Jojia

    Jojia Thread Starter

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    Am I supposed to do this from safe mode? If so I am unable to do so as the wifi adapter is working but disabled.
     
  7. dckeks

    dckeks

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    Did you start safe mode with networking? You can also run the program and copy the link to whatever device you are using to communicate on the forum.
     
  8. Jojia

    Jojia Thread Starter

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    I've already logged in with Safe Mode with Networking but it's only giving me the empty wifi bars with the red x over it. I cannot connect to any internet and I don't have an Ethernet cable on hand.

    I'm also responding to this forum via iPhone 6 as it's the only other device I have that is able to connect to the internet
     
  9. dckeks

    dckeks

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    Okay then perform the following steps. Take a pic with phone and upload

    Show Driver Details
    Go into Device Manager
    Right click on your Display adapter
    Select Properties
    Select the Drivers tab
    and either provide a screenshot or provide the following information to your reply
    Device Provider
    Driver Date
    Driver Version

    Show Driver Hardware ID
    Go into Device Manager
    Right click on your Display adapter
    Select the Details tab
    Choose Hardware Id's under the property window
    and either provide a screenshot or add the hardware id values to your reply
     
  10. Jojia

    Jojia Thread Starter

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    Driver Details-
    Driver Provider: Intel Corporation
    Driver Date: 4/15/2011
    Driver Version: 8.15.10.2372

    Hardware Ids-

    [​IMG]

     
  11. dckeks

    dckeks

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    That is a really old driver and probably the issue. I need to see more about your system information. Do you know your make and model of HP?
    1. Click on Start menu
    2. Type CMD
    3. Right click on Command Prompt and select to Run As Administrator
    4. Copy and Paste the following into Command Prompt
    echo > 0 & systeminfo

    Take a picture of the part that shows your processor information and upload
     
  12. Jojia

    Jojia Thread Starter

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    My PC is a HP Pavilion g6

    Model: g6-1c77nr

    As far as running what you gave me in cmd.exe all I got was:
    [​IMG]
     
  13. dckeks

    dckeks

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    Okay, I am off for the night. Will touch base tomorrow
     
  14. Jojia

    Jojia Thread Starter

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    bump?
     
  15. dckeks

    dckeks

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    I believe the issue is with your video adapter driver and it needs to be updated. I am not sure why you are not able to connect to your wifi in safe mode with networking. It shoukd work. Make sure to connect only to 2.4ghz network, 5ghz doesnt usually work.

    Download and run the following utility to update your drivers

    https://downloadcenter.intel.com/download/24345/Intel-Driver-Support-Assistant
     
  16. Jojia

    Jojia Thread Starter

    Joined:
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    I've purchased an ethernet cabe in lieu of my wifi adapter not working so I've managed to download program from the link you've provided and I've hit a few snags:
    [​IMG]
    I've uninstalled and re-installed the program and nothing has helped it.
    According to the logs given:
    Code:
    [0648:0290][2018-01-13T17:17:59]i001: Burn v3.11.0.1701, Windows v6.1 (Build 7601: Service Pack 1), path: C:\Users\XANNEA~1\AppData\Local\Temp\{D69F3C38-781C-492C-986E-B7D56C9BADF2}\.cr\Intel Driver and Support Assistant Installer.exe
    [0648:0290][2018-01-13T17:17:59]i000: Initializing string variable 'LaunchTarget' to value '[ProgramFilesFolder]\Intel Driver and Support Assistant\DSAServiceHelper.exe'
    [0648:0290][2018-01-13T17:17:59]i000: Initializing string variable 'LaunchArguments' to value 'installstartup'
    [0648:0290][2018-01-13T17:17:59]i009: Command Line: '"-burn.clean.room=C:\Users\Xanneah Music Only\Downloads\Intel Driver and Support Assistant Installer.exe" -burn.filehandle.attached=184 -burn.filehandle.self=192'
    [0648:0290][2018-01-13T17:17:59]i000: Setting string variable 'WixBundleOriginalSource' to value 'C:\Users\Xanneah Music Only\Downloads\Intel Driver and Support Assistant Installer.exe'
    [0648:0290][2018-01-13T17:17:59]i000: Setting string variable 'WixBundleOriginalSourceFolder' to value 'C:\Users\Xanneah Music Only\Downloads\'
    [0648:0290][2018-01-13T17:17:59]i000: Setting string variable 'WixBundleLog' to value 'C:\Users\XANNEA~1\AppData\Local\Temp\Intel®_Driver_&_Support_Assistant_20180113171759.log'
    [0648:0290][2018-01-13T17:17:59]i000: Setting string variable 'WixBundleName' to value 'Intel® Driver & Support Assistant'
    [0648:0290][2018-01-13T17:17:59]i000: Setting string variable 'WixBundleManufacturer' to value 'Intel'
    [0648:0380][2018-01-13T17:17:59]i000: Setting numeric variable 'WixStdBALanguageId' to value 1033
    [0648:0380][2018-01-13T17:17:59]i000: Setting version variable 'WixBundleFileVersion' to value '3.1.1.2'
    [0648:0290][2018-01-13T17:17:59]i100: Detect begin, 4 packages
    [0648:0290][2018-01-13T17:17:59]i000: Setting string variable 'NETFRAMEWORK45' to value '460805'
    [0648:0290][2018-01-13T17:17:59]i052: Condition 'NETFRAMEWORK45 >= 378389' evaluates to true.
    [0648:0290][2018-01-13T17:17:59]i101: Detected package: NetFx45Web, state: Present, cached: None
    [0648:0290][2018-01-13T17:17:59]i101: Detected package: IPIPInstallerX64, state: Absent, cached: None
    [0648:0290][2018-01-13T17:17:59]i101: Detected package: DCAInstaller, state: Absent, cached: Complete
    [0648:0290][2018-01-13T17:17:59]i101: Detected package: DriverUpdateUtilityInstaller, state: Absent, cached: Complete
    [0648:0290][2018-01-13T17:17:59]i199: Detect complete, result: 0x0
    [0648:0380][2018-01-13T17:18:01]i000: Setting numeric variable 'EulaAcceptCheckbox' to value 1
    [0648:0290][2018-01-13T17:18:01]i200: Plan begin, 4 packages, action: Install
    [0648:0290][2018-01-13T17:18:01]w321: Skipping dependency registration on package with no dependency providers: NetFx45Web
    [0648:0290][2018-01-13T17:18:01]i052: Condition 'VersionNT64' evaluates to true.
    [0648:0290][2018-01-13T17:18:01]i000: Setting string variable 'WixBundleRollbackLog_IPIPInstallerX64' to value 'C:\Users\XANNEA~1\AppData\Local\Temp\Intel®_Driver_&_Support_Assistant_20180113171759_000_IPIPInstallerX64_rollback.log'
    [0648:0290][2018-01-13T17:18:01]i000: Setting string variable 'WixBundleLog_IPIPInstallerX64' to value 'C:\Users\XANNEA~1\AppData\Local\Temp\Intel®_Driver_&_Support_Assistant_20180113171759_000_IPIPInstallerX64.log'
    [0648:0290][2018-01-13T17:18:01]i052: Condition 'VersionNT64' evaluates to true.
    [0648:0290][2018-01-13T17:18:01]i000: Setting string variable 'WixBundleRollbackLog_DCAInstaller' to value 'C:\Users\XANNEA~1\AppData\Local\Temp\Intel®_Driver_&_Support_Assistant_20180113171759_001_DCAInstaller_rollback.log'
    [0648:0290][2018-01-13T17:18:01]i000: Setting string variable 'WixBundleLog_DCAInstaller' to value 'C:\Users\XANNEA~1\AppData\Local\Temp\Intel®_Driver_&_Support_Assistant_20180113171759_001_DCAInstaller.log'
    [0648:0290][2018-01-13T17:18:01]i000: Setting string variable 'WixBundleRollbackLog_DriverUpdateUtilityInstaller' to value 'C:\Users\XANNEA~1\AppData\Local\Temp\Intel®_Driver_&_Support_Assistant_20180113171759_002_DriverUpdateUtilityInstaller_rollback.log'
    [0648:0290][2018-01-13T17:18:01]i000: Setting string variable 'WixBundleLog_DriverUpdateUtilityInstaller' to value 'C:\Users\XANNEA~1\AppData\Local\Temp\Intel®_Driver_&_Support_Assistant_20180113171759_002_DriverUpdateUtilityInstaller.log'
    [0648:0290][2018-01-13T17:18:01]i201: Planned package: NetFx45Web, state: Present, default requested: Present, ba requested: Present, execute: None, rollback: None, cache: No, uncache: No, dependency: None
    [0648:0290][2018-01-13T17:18:01]i201: Planned package: IPIPInstallerX64, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: Uninstall, cache: Yes, uncache: No, dependency: Register
    [0648:0290][2018-01-13T17:18:01]i201: Planned package: DCAInstaller, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: Uninstall, cache: No, uncache: No, dependency: Register
    [0648:0290][2018-01-13T17:18:01]i201: Planned package: DriverUpdateUtilityInstaller, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: Uninstall, cache: No, uncache: No, dependency: Register
    [0648:0290][2018-01-13T17:18:01]i299: Plan complete, result: 0x0
    [0648:0290][2018-01-13T17:18:01]i300: Apply begin
    [0648:0290][2018-01-13T17:18:01]i010: Launching elevated engine process.
    [0648:0290][2018-01-13T17:18:02]i011: Launched elevated engine process.
    [0648:0290][2018-01-13T17:18:02]i012: Connected to elevated engine.
    [05B4:0104][2018-01-13T17:18:02]i358: Pausing automatic updates.
    [05B4:0104][2018-01-13T17:18:08]w308: Automatic updates could not be paused due to error: 0x8007043c. Continuing...
    [05B4:0104][2018-01-13T17:18:08]i360: Creating a system restore point.
    [05B4:0104][2018-01-13T17:18:08]w363: Could not create system restore point, error: 0x8007043c. Continuing...
    [05B4:0104][2018-01-13T17:18:08]i370: Session begin, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{35fa0dcf-eda2-402b-b1f0-64973bb1938a}, options: 0x7, disable resume: No
    [05B4:0104][2018-01-13T17:18:08]i000: Caching bundle from: 'C:\Users\XANNEA~1\AppData\Local\Temp\{7B6FE55F-0EA2-4CB9-8B26-194CC4866704}\.be\Intel Driver and Support Assistant Installer.exe' to: 'C:\ProgramData\Package Cache\{35fa0dcf-eda2-402b-b1f0-64973bb1938a}\Intel Driver and Support Assistant Installer.exe'
    [05B4:0104][2018-01-13T17:18:08]i320: Registering bundle dependency provider: {35fa0dcf-eda2-402b-b1f0-64973bb1938a}, version: 3.1.1.2
    [05B4:0104][2018-01-13T17:18:08]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{35fa0dcf-eda2-402b-b1f0-64973bb1938a}, resume: Active, restart initiated: No, disable resume: No
    [05B4:0340][2018-01-13T17:18:08]i305: Verified acquired payload: IPIPInstallerX64 at path: C:\ProgramData\Package Cache\.unverified\IPIPInstallerX64, moving to: C:\ProgramData\Package Cache\{BDB21711-3628-4159-B1E2-0BF55D105E2E}v7.1\IntelProductImprovementProgramInstaller.msi.
    [05B4:0340][2018-01-13T17:18:08]i304: Verified existing payload: DCAInstaller at path: C:\ProgramData\Package Cache\{7DD6E919-08EA-42F5-87D7-7F86CDB2E745}v2.1.03392\w_sur_p_2.1.0.03392_sursvc_qh.msi.
    [05B4:0340][2018-01-13T17:18:08]i304: Verified existing payload: DriverUpdateUtilityInstaller at path: C:\ProgramData\Package Cache\{46267326-17DC-4A08-94BB-0FB32E31ACC2}v3.1.1.2\Intel Driver and Support Assistant Installer.msi.
    [05B4:0104][2018-01-13T17:18:08]i323: Registering package dependency provider: {BDB21711-3628-4159-B1E2-0BF55D105E2E}, version: 7.1, package: IPIPInstallerX64
    [05B4:0104][2018-01-13T17:18:08]i301: Applying execute package: IPIPInstallerX64, action: Install, path: C:\ProgramData\Package Cache\{BDB21711-3628-4159-B1E2-0BF55D105E2E}v7.1\IntelProductImprovementProgramInstaller.msi, arguments: ' ARPSYSTEMCOMPONENT="1" MSIFASTINSTALL="7"'
    [05B4:0104][2018-01-13T17:18:08]e000: Error 0x80070641: Failed to install MSI package.
    [05B4:0104][2018-01-13T17:18:08]e000: Error 0x80070641: Failed to execute MSI package.
    [0648:0290][2018-01-13T17:18:08]e000: Error 0x80070641: Failed to configure per-machine MSI package.
    [0648:0290][2018-01-13T17:18:08]w348: Application requested retry of package: IPIPInstallerX64, encountered error: 0x80070641. Retrying...
    [05B4:0104][2018-01-13T17:18:11]i301: Applying execute package: IPIPInstallerX64, action: Install, path: C:\ProgramData\Package Cache\{BDB21711-3628-4159-B1E2-0BF55D105E2E}v7.1\IntelProductImprovementProgramInstaller.msi, arguments: ' ARPSYSTEMCOMPONENT="1" MSIFASTINSTALL="7"'
    [05B4:0104][2018-01-13T17:18:11]e000: Error 0x80070641: Failed to install MSI package.
    [05B4:0104][2018-01-13T17:18:11]e000: Error 0x80070641: Failed to execute MSI package.
    [0648:0290][2018-01-13T17:18:11]e000: Error 0x80070641: Failed to configure per-machine MSI package.
    [0648:0290][2018-01-13T17:18:11]w348: Application requested retry of package: IPIPInstallerX64, encountered error: 0x80070641. Retrying...
    [05B4:0104][2018-01-13T17:18:14]i301: Applying execute package: IPIPInstallerX64, action: Install, path: C:\ProgramData\Package Cache\{BDB21711-3628-4159-B1E2-0BF55D105E2E}v7.1\IntelProductImprovementProgramInstaller.msi, arguments: ' ARPSYSTEMCOMPONENT="1" MSIFASTINSTALL="7"'
    [05B4:0104][2018-01-13T17:18:14]e000: Error 0x80070641: Failed to install MSI package.
    [05B4:0104][2018-01-13T17:18:14]e000: Error 0x80070641: Failed to execute MSI package.
    [0648:0290][2018-01-13T17:18:14]e000: Error 0x80070641: Failed to configure per-machine MSI package.
    [0648:0290][2018-01-13T17:18:14]w348: Application requested retry of package: IPIPInstallerX64, encountered error: 0x80070641. Retrying...
    [05B4:0104][2018-01-13T17:18:17]i301: Applying execute package: IPIPInstallerX64, action: Install, path: C:\ProgramData\Package Cache\{BDB21711-3628-4159-B1E2-0BF55D105E2E}v7.1\IntelProductImprovementProgramInstaller.msi, arguments: ' ARPSYSTEMCOMPONENT="1" MSIFASTINSTALL="7"'
    [05B4:0104][2018-01-13T17:18:17]e000: Error 0x80070641: Failed to install MSI package.
    [05B4:0104][2018-01-13T17:18:17]e000: Error 0x80070641: Failed to execute MSI package.
    [0648:0290][2018-01-13T17:18:17]e000: Error 0x80070641: Failed to configure per-machine MSI package.
    [0648:0290][2018-01-13T17:18:17]i319: Applied execute package: IPIPInstallerX64, result: 0x80070641, restart: None
    [0648:0290][2018-01-13T17:18:17]e000: Error 0x80070641: Failed to execute MSI package.
    [05B4:0104][2018-01-13T17:18:17]i318: Skipped rollback of package: IPIPInstallerX64, action: Uninstall, already: Absent
    [0648:0290][2018-01-13T17:18:17]i319: Applied rollback package: IPIPInstallerX64, result: 0x0, restart: None
    [05B4:0104][2018-01-13T17:18:17]i329: Removed package dependency provider: {BDB21711-3628-4159-B1E2-0BF55D105E2E}, package: IPIPInstallerX64
    [05B4:0104][2018-01-13T17:18:17]i351: Removing cached package: IPIPInstallerX64, from path: C:\ProgramData\Package Cache\{BDB21711-3628-4159-B1E2-0BF55D105E2E}v7.1\
    [05B4:0104][2018-01-13T17:18:17]i372: Session end, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{35fa0dcf-eda2-402b-b1f0-64973bb1938a}, resume: None, restart: None, disable resume: No
    [05B4:0104][2018-01-13T17:18:17]i330: Removed bundle dependency provider: {35fa0dcf-eda2-402b-b1f0-64973bb1938a}
    [05B4:0104][2018-01-13T17:18:17]i352: Removing cached bundle: {35fa0dcf-eda2-402b-b1f0-64973bb1938a}, from path: C:\ProgramData\Package Cache\{35fa0dcf-eda2-402b-b1f0-64973bb1938a}\
    [05B4:0104][2018-01-13T17:18:17]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{35fa0dcf-eda2-402b-b1f0-64973bb1938a}, resume: None, restart initiated: No, disable resume: No
    [0648:0290][2018-01-13T17:18:17]i399: Apply complete, result: 0x80070641, restart: None, ba requested restart:  No
    
     
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