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Win 10 - sleep mode/black screen

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#1 JB16


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Posted 16 December 2016 - 09:24 AM

I have a Dell Inspirion thats just under 2 years old.


The symptoms have progressively gotten worse: Once logged into Win 10 and at the desktop screen, programs finish loading, the screen goes to sleep mode/black screen requiring a hard boot to reset.


What I have done so far:


1.  Removed TrueColor Program (Dell Forum talks about this program being an issue and is not supported and not required)

2.  Updated BIOS and all drivers 

3.  Disabled all unnecessary programs in Startup process

4.  AV programs runnning - Trend Micro results are unfounded


Issues still persists unless I am in Safe Mode.


Required files are attached except for the Perfmon as it returned with an "An error occured while attempting to generate the report. "


Let me know if there is any additional information you need.


This is last resort prior to taking it to Geek Squad.





Attached Files

Edited by JB16, 16 December 2016 - 09:26 AM.

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#2 usasma


    Still visually handicapped (avatar is memory developed by my Dad

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Posted 20 December 2016 - 07:03 AM

My apologies for the delay in responding, lot's of personal stuff going on - and now I have a cast on my left arm :(


Black screen errors are painful to work on.  Where I work we try System Restore.  If that doesn't fix it, then we resort to asking to backup the system, then wipe and reinstall Windows.

You can continue to try and fix this, but the problems that cause this are so many that you can spend weeks trying to fix it (I have done this many times) - before finally giving up and resorting to the wipe.

I'll make some suggestions here, but if they don't work I'll have limited suggestions for you (trying Google searches, generic updating of drivers, and a generic list of repair/recovery options)


Your UEFI/BIOS (version A05) dates from 2015.  Please check at the manufacturer's website to see if there are any UEFI/BIOS updates available for your system.  This is just in case there has been a more recent update.
FYI - W8 and W10 communicate more with the UEFI/BIOS than previous versions of Windows, so it's important to ensure that the UEFI/BIOS is kept up to date (and that outdated UEFI/BIOS' may be the cause of some compatibility issues).

Although you appear to have a reasonable number of Windows Update hotfixes for this version of your OS, please double check for any new Windows Updates.  It only takes one update to cause a problem, so it's essential that you have all of them.  The actual number is not important.  Rather it's important that you checked manually, installed any available updates, and didn't experience any errors when checking or updating.

There are a few TDR errors listed in the WER section of the MSINFO32 report.
Try these suggestions for fixing them:  http://www.carrona.org/VideoTDR.html



Here's my generic instructions:

1)  Google searches for possible fixes for black screen errors


2)  Beyond this I have these suggestions (generic updating stuff):

-  Get ALL available Windows Updates.  It may take several trips to get them all
-  Get ALL available, compatible updates for your system from the manufacturer's website (to include BIOS/UEFI).
-  Get ALL available, compatible updates for the programs and any additional hardware installed on your computer from the developer's website

3)  NOTE:  Try a clean boot to see if the problem clears up that way:  http://www.thewindowsclub.com/what-is-clean-boot-state-in-windows
If it does, then different troubleshooting steps are called for.

Here's some repair/recovery/restore options (in this order).   Be sure to backup your stuff if you don't want to take the chance of losing it.:

1 - Startup Repair.  Run it 3 times, rebooting in between tries.

2 - System Restore to a point before this started happening.

3 - DISM/SFC repair (DISM doesn't work with W7, although SFC does)  - doesn't work if you're not able to boot to Windows (let me know and I'll post a way to do it from Startup Repair)

Then please run the following DISM commands to see if there's any problems with the system (from an elevated (Run as administrator) Command Prompt).  Press Enter after typing it:
Dism /Online /Cleanup-Image /RestoreHealth

    FYI - I have repaired systems using the last command even though problems weren't found with the first 2 - so I suggest running them all.

    From this article: http://technet.microsoft.com/en-us/library/hh824869.aspx

    You can also run sfc.exe /scannow from an elevated (Run as administrator) Command Prompt to check for further corruption. Include the CBS log (located at C:\Windows\Logs\CBS\CBS.log) if you'd like to have a Windows Update expert check it (I don't check them because I can't read them)

4 - RESET using the "Keep My Files" option (W8 calls this a REFRESH; W7 and earlier doesn't have this function)

5 - Repair install of the OS (Thanks to FreeBooter!):

"How To Perform a Repair Installation For Windows 8, 8.1 and 10"

    "How to Do a Repair Install to Fix Windows 7"

    "How To Perform a Repair Installation For Vista"

    "Non-destructive reinstall of Windows XP"

6 - RESET using the "Remove Everything" option (W8 calls this a RESET; W7 and earlier doesn't have this function)

If using W7 or earlier, this can be accomplished by resetting the system by use of the recovery partition/recovery disks/recovery drive.
If you don't have them, you can usually order them from the OEM manufacturer of your system ( US points of contact here:  http://www.carrona.org/recdisc.html )

7 - Wipe and reinstall from the Recovery Partition (if so equipped)

8 - Wipe and reinstall from Recovery Media - to include deleting all partitions.
If you don't have them, you can usually order them from the OEM manufacturer of your system ( US points of contact here:  http://www.carrona.org/recdisc.html )

My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

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