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Windows 7 fails to start up. Black Screen


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29 replies to this topic

#1 sterry31

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Posted 23 July 2012 - 01:43 PM

Hello,

I have been asked to try to fix a friends son's laptop. It is a Toshiba Satellite L655-S5150. When powering it up I get the Toshiba start up screen and I can hear the fan working. It seems to proceed normally then a screen comes up that says windows failed to start. A recent hardware or software change may be the cause. I am not aware of any changes to either one.

I get two choices. Launch start up repair(recommended) and start windows normally. With either choice it attempts to start up but then the screen stays black. I can move the cursor around normally but that is as far as it goes. I can get to the bios using f2. The version is 2.30 which appears to be the latest. I can also get to the advanced options. I have tried the repair your computer, safe mode, safe mode with networking, and safe mode with command prompt but it always ends up with the black screen. I am also able to get the the boot menu.

They don't have a boot disk or recovery disk for me to use. I have tried using another monitor with the same results. I have also tried unplugging the computer, removing the battery and pressing the start button for both 30 and 60 seconds with no success. I have done a little research and it sound like he may have the zero access root kit but I'm not sure. I am unable to post any logs since I cannot get past the black screen using any of the options I have tried. I thank you in advance for any help.

S. Terry

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#2 Elise

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Posted 24 July 2012 - 04:28 AM

Hello sterry31,

Please start your computer and tap F10 until the Edit Boot Menu options come up. Let me know what you see there between the brackets ([..... ])

regards, Elise


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#3 sterry31

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Posted 24 July 2012 - 08:59 AM

Good Morning Elise,

This is what I get when I tapped the f10 key at start up.

[ /NOEXECUTE=OPTIN]

Thanks for getting back to me so quickly!

S Terry

#4 Elise

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Posted 24 July 2012 - 09:29 AM

Hi again,

Try this please. You will need a USB drive.

Download GETxPUD.exe to the desktop of your clean computer
  • Run GETxPUD.exe
  • A new folder will appear on the desktop.
  • Open the GETxPUD folder and click on the get&burn.bat
  • The program will download xpud_0.9.2.iso, and upon finished will open BurnCDCC ready to burn the image.
  • Click on Start and follow the prompts to burn the image to a CD.
  • Remove the USB & CD and insert it in the sick computer
  • Boot the Sick computer with the CD you just burned
  • The computer must be set to boot from the CD
  • Gently tap F12 and choose to boot from the CD
  • Follow the prompts
  • A Welcome to xPUD screen will appear
  • Press File
  • Expand mnt
  • sda1,2...usually corresponds to your HDD
  • sdb1 is likely your USB
  • Click on the folder that represents your USB drive (sdb1 ?)
  • Press Tool at the top
  • Choose Open Terminal
  • Type the following and press enter:

    dd if=/dev/sda of=mbr.bin bs=512 count=1

  • Press Enter
  • After it has finished a file will be located on your USB drive named mbr.bin
  • Remove the USB drive and insert it back in your working computer and navigate to mbr.bin, zip it up and attach it to your next reply.

This will allow me to have a look at the MasterBootRecord of your drive and see if it is infected.

regards, Elise


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#5 sterry31

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Posted 24 July 2012 - 10:21 AM

Hello,

I have burned the CD but when I try to boot from the it I get the xPUD screen with the languages and the auto boot timer. It goes to the starting xPUD then nothing happens. I am back to the black screen and the fan stops. I made sure that booting from CD was set in the bios and the boot manager using f12.

S Terry

#6 Elise

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Posted 24 July 2012 - 11:00 AM

Do you know what may be the cause of this issue (did they do anything specific with the computer, was it infected, and so on)?

We Need to Diagnose Your BlueScreen
  • When you boot your machine, press F8 to list the startup options, exactly as you would if you were trying to enter Safe Mode
  • Select "Disable Automatic Restart on System Failure", as shown here:
    Posted Image
  • When your system BSODs, write down the STOP error code, as well as any written out error message back here. The STOP error will always appear, but the message may not. You are looking for this:
    Posted Image
Please post me the error(s).

regards, Elise


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#7 sterry31

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Posted 24 July 2012 - 11:33 AM

Hello,

The message I get is UNMOUNTABLE_BOOT_VOLUME.

Technical Information:

*** STOP: 0x000000ED (0xFFFFFA8004BBC060,0xFFFFFFFFC0000185,0x0000000000000000,0x0000000000000000)

He tells me he did not install any new software or hardware. He tried to turn it on the other day and the problem just appeared.

S Terry

#8 Elise

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Posted 24 July 2012 - 12:00 PM

Can you start the computer and tap F8 until the advanced boot menu options come up, then select Repair Windows and press enter.

Let me know if you can get in the recovery environment and open a command prompt from there.

regards, Elise


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#9 sterry31

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Posted 24 July 2012 - 12:20 PM

I am unable to get any farther than the black screen after selecting Repair Windows option.

#10 Elise

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Posted 24 July 2012 - 12:33 PM

When you start the computer do you see any option to enter toshiba settings/diagnostics (usually F keys are used, it should be display like "to enter Toxhiba xyz, press F<number>").

regards, Elise


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#11 sterry31

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Posted 24 July 2012 - 12:41 PM

The only choices I see on the Toshiba startup screen is f2 for setup utility and f12 for boot manager.

#12 Elise

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Posted 24 July 2012 - 12:46 PM

Please press F12 and let me know what comes on screen.

regards, Elise


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#13 sterry31

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Posted 24 July 2012 - 01:02 PM

1. HDD/SSD
2. aSATA
3. CD/DVD
4. FDD
5. LAN
6. USB

#14 Elise

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Posted 24 July 2012 - 01:06 PM

Please restart and press F2, let me know if you see any option for Diagnostics in BIOS.

regards, Elise


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#15 sterry31

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Posted 24 July 2012 - 01:21 PM

I don't see any diagnostics there. Under main there is computer info and bios and EC versions. Security for passwords. Power management. Advanced has boot speed, beep sound, sleep and charge, and under system configuration there is PCI LAN enabled internal pointing device enabled, web camera enabled, SATA controller mode AHCI, and power on display auto selected. Then there is the same boot menu that I posted earlier.




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