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Win 7 Black Screen with working cursor and odd message offering helpProblem

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#1 1jorviK


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Posted 22 September 2015 - 03:37 PM



I have just signed up for a Bleeping Computer account. My wife's computer had a strange problem yesterday, as follows.  When turning on the computer for the first time in the day, she reported that win 7 opened directly to a black screen with a cursor, and a large print message about viruses  and 3 choice;  she does not remember exactly what the choices were but one was to contact  something for help and a second option was to reboot.  She cannot remember any other details and I was not at home.  She chose to use the cursor to reboot, and (to my surprise) this worked.   The computer shut down promptly and then rebooted normally.  It worked for the rest of the day without any problems.


When I got home, I checked it carefully and could not find anything abnormal. Her antivurus program showed no quarantined files r other problems.  I did a deep scan with the antiviurs program and a complete scan with malware bytes;  neither program identified any bad files or other issues.



the next morning, the computer started up normally and appears to be working as usual.  I checked the event viewer and found a string of error messages at around the time she first saw the black screen..  All of these events appeared to have the same message:


Error     CAPI2  4101

Failed auto update retrieval of third party root certificate from:

<http://ctdl.windowsupdate.com/msdownload/update/v3/static/trusted/en/D69B561148FO1C77C54578C10926DF58856976AD.crt> with error: The specified server cannot perform the requested operation.


I was unable to connect to the http site, so I have no idea what microsoft might have told me  I know that you have a comprehensive protocol for diagnosing this kind of issue but I have not done all of the steps in your protocol inasmuch as her computer was working well up to yesterday and has continued to work as usual once she rebooted it. 


If it was not for the funny message she reported on the black screen, which really made me think of some kind of virus, bot etc,  I am writing to ask if you have any thoughts about what might have caused this problem, so that if it occurs again, I can deal with it more thoroughly and submit the information you need for a thorough and proper investigation.


Thanks for any suggestions you might have.











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#2 usasma


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Posted 22 September 2015 - 04:09 PM

I'd suspect that, for some reason, there was a web page that was open and it was hijacked to display that message.

As your wife didn't click on the page itself, but rather used the normal shutdown process (I presume that's what she did), then she avoided tripping the malware package that was probably hidden in that page.


I'd start by updating everything on the computer:

- Windows Updates

- System Updates (from the system manufacturer's website)

- updating any software - to include things like Java, Reader, Shockwave, Flash, Air, Silverlight, etc


Then I'd also have the folks in the Am I Infected forum look over your stuff - just in case:  http://www.bleepingcomputer.com/forums/f/103/am-i-infected-what-do-i-do/
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#3 1jorviK

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Posted 22 September 2015 - 05:13 PM

Many thanks for the quick and helpful response.  I only wish I had been present to obtain further details.  The computer is relatively new, is rarely used for web surfing or downloading, and I try to keep things upto date.  She has very few extra software or programs, but I will review all which are present and update whenever I can do so.


Meanwhile, I am pleased that I have finally become invloved with Bleeping Computer, although I was aware of its existence before this time.  I hate to say it, but I hope I don't have too many occasions to call on your help, but it's nice to know that you are there!



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