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Post Creators Update-(Black Screen)


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#1 softeyes

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Posted 16 May 2017 - 12:42 PM

Attached File  SysnativeFileCollectionApp.zip   468.45KB   2 downloads

 

Hello, thank you for reading my post!

 

After the 5/10/2017 Creators Update 1703: the following events have taken place:

  • Turn on laptop, keyboard lights up, black screen. Hard shut down the laptop. Attempt to restart computer, no response. Repeat this action 2-3 times. Finally the laptop will boot successfully.
  • Turn on laptop, Dell screen splashes, screen stays black. Hard shut down, restart with success to desktop.
  • Turn on laptop to receive a message that a system disk check is taking place (not those exact words). Laptop successfully loads to desktop.

Here are pictures that might help. Sysnative BSOD File Collection .zip attached.

 

Laptop specs:

Dell_Specs.png

 

System "About" event 5/15/2017

System_Event_5-15-2017.pngSystem Events (Same unexpected shut down as above represented by red x)

System_Events.png

 

 

perfmon_report_failure.png

 

Thank you!

 

Edited to add .zip file


Edited by softeyes, 16 May 2017 - 02:34 PM.


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#2 bwv848

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Posted 16 May 2017 - 09:55 PM

Hi, softeyes! :)

Not much info in the uploaded reports — no dump files or Windows Error Reporting (WER) logs. Will you please stop using CCleaner for now — it automatically deletes dump files (and Event/WER logs if selected). Apart from that, I don't have any clues for now. I'd wait for a while, and when the system misbehaves again, run the Sysnative File Collection App again so we can have a fresh look at your system. Right now, while waiting, feel free to go ahead and:

-monitor your temps with HWMonitor
-run MemTest86 for a minimum of eight passes. A guide is available here if you need help.
-run Seagate SeaTools for Windows. Test all your drives with the S.M.A.R.T. and Long Generic tests.
-run Prime95 (read the details in the link)

Good luck!

Kind regards,
bwv848


Edited by bwv848, 16 May 2017 - 09:55 PM.

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#3 softeyes

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Posted 16 May 2017 - 10:09 PM

@bwv848, awesome for you to assist me!

 

I'll stop CCleaner and get my homework done on the other 4 tasks. I'll keep you posted. Thanks, soft



#4 bwv848

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Posted 16 May 2017 - 10:40 PM

No problem! :) Let me know how everything goes. :thumbup2:


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#5 softeyes

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Posted 17 May 2017 - 11:46 AM

Good morning bwv848!

 

I have experienced another episode with the laptop where I push the power button > keyboard lights up> black screen. After the black screen the keyboard lights turn off and the laptop returns to an off state. I pushed the power button 3-4 times before the laptop booted to the desktop.

 

I have completed projects 1, 3 and 4. I am stuck with the MemTest86:

 

I created the USB bootable flash drive > got into the BIOS> HELP: I do not know what option to select and I'm afraid I'll mess up the laptop!

 

This is what I see:

Change Boot Mode

1) Set to UEFI Secure Boot: ON

Change Boot Mode To:

1) Legacy Boot Mode, Secure Boot :Off

2) UEFI Boot Mode, Secure Boot: Off

 

I really appreciate your assistance.

 

Thank you, soft

 



#6 bwv848

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Posted 17 May 2017 - 12:29 PM

Hi, softeyes! :)

Are you using MemTest86 (without the plus)? The reason why I asked is that MemTest86+, isn't compatabile with new UEFI systems.

Regards,
bwv848


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#7 softeyes

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Posted 17 May 2017 - 12:56 PM

Hi!

 

The bootable file is MemTest86+... at one point in downloading the .zip file I was directed to a "new" version? In the meantime I have just downloaded the .zip folder for standard version from your link.

 

I'll create a new bootable USB drive, do I change anything in the BIOS, or am I good to go?

 

Thanks...:-)



#8 bwv848

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Posted 17 May 2017 - 02:07 PM

Sorry for the confusion, softeyes! MemTest86+ won't work on your system, as it's a UEFI one. The guide links both MemTest86 and MemTest86+, so I try to get people to run MemTest86, by linking it in my post, but sometimes that doesn't work out.

Anyway, will you please format your USB and put MemTest86 on it (see the hyperlink) :wink: Just a warning... it'll take a few hours, so it may be best to leave it overnight. (Again, it needs to be run for over eight passes, anything less is inaccurate.)

Regards,
bwv848


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#9 bwv848

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Posted 17 May 2017 - 02:11 PM

I also meant to mention in previous post, that if you have time, you should run HP's PC Hardware Diagnostics too. Since your computer has trouble turning on, I'm 99% sure this is a hardware problem (even with the BSODs).

Kind regards,
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#10 softeyes

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Posted 18 May 2017 - 08:09 PM

Hello bwv848!

 

I wish I could say everything is better today, however I just experienced yet another event: pushed the power button, keyboard back lights turned on, Dell splash screen presented itself, then nothing but a black screen. I just sat and waited and then the laptop turned off.

 

What I have done:

 

@ New Sysnative .Zip file attached

@ Ran HW Montor: temp fluctuated from 74-80 degrees

@ Ran MemTest: 9 passes, zero errors

@ Ran Segate: Normal

@ Ran Prime95: Normal

@Completed a Dell Analysis, Normal, Drive passed

@ Dell System Event, again the report shows unexpected shutdown 5/17/2017

 

Yesterday I experienced yet another frustration in the midst of the above projects: Vivaldi and Chrome both froze. I uninstalled Vivaldi, opened up MS Edge, it froze! I ended up turning off the laptop, rebooted, MS Edge worked and I was able to re-install Vivaldi. So far this evening Vivaldi has not froze, this is the only website I have clicked on.

 

I have run the flowing after the browsers froze:

~ Windows Defender > clean

~ Malwarebytes> clean

~ Installed Avira, ran a scan > clean (Turned off Windows Defender)

~ Installed Emsisoft, ran a scan > clean

 

What to do now? I'm perplexed?

 

Thank you so much...:-)

 

Self Edit To Add: Coincidentally all of the problems that I am experiencing have taken place after the 5/10/2017 Creators Update.  

Attached Files


Edited by softeyes, 18 May 2017 - 08:46 PM.


#11 bwv848

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Posted 19 May 2017 - 12:19 PM

Hi, softeyes!

Sorry for directing you to HP's hardware diagnostics — I got confused between your system and another user's!

Nothing much in the uploaded reports again. Have you experienced any new BSODs? The Creators Update may not be exactly responsible... it could just be an old driver that doesn't like it. I did however notice a lot Live Kernel Events in the WER section of the MSInfo32 report however. Therefore, please do this:

:step1: Upload Live Kernel Event Dump Files

• Press and hold the Windows Key + R on your keyboard at the same time.
• Type in %WinDir%\LiveKernelReports and hit Enter on your keyboard.
• If prompted to take permissions of that folder, please do so.
• Copy/paste the entire contents of that folder to your Desktop.
• Zip up (use .ZIP!!!) those files and attach them in your next reply.

When the browsers froze, did the entire operating system hang?


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#12 softeyes

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Posted 19 May 2017 - 12:46 PM

TGIF bwv848!

 

No worries @ the HP...I ran the %WinDir%\LiveKernelReports

 

I have two folders on the desktop: 1) NDIS Folder and 2) win32k.sys. Please direct me as to what one you would like.

 

Regarding the browsers freezing and the OS, I'm afraid I didn't attempt to access anything on the laptop, I just did a restart.

 

Thanks again!


Edited by softeyes, 19 May 2017 - 12:48 PM.


#13 bwv848

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Posted 19 May 2017 - 12:52 PM

I'd like both, softeyes. :)


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#14 softeyes

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Posted 19 May 2017 - 01:02 PM

Oh dear! Both folders are empty, I have repeated the %WinDir%\LiveKernelReports 

step and the results are nothing? I'm so sorry for this to be so difficult!



#15 bwv848

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Posted 19 May 2017 - 01:07 PM

Are the folders on your Desktop empty or the actual folders? :)


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