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The particular software program he was using in this instance for remote support of his computers was TeamViewer, but it’s possible that other types of remote access, management or support software might cause similar breakage problems during version upgrades.
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One colleague I know who experienced this found that some remote access software he had installed on his computers was breaking the upgrade process and causing the black screen with a mouse pointer to appear.
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Again, anecdotal reports indicate that keeping your display drivers updated may be the key to preventing this situation from happening in many cases.
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Because it could be that the newer version of Windows 10 you’re upgrading your machines to may no longer support certain older versions of your system’s drivers. Next, make sure that all of the drivers on your computers are fully up to date.
Some anecdotal evidence from two sysadmin colleagues I know suggests that not applying the latest patches could be the root cause of this problem sometimes happening. Windows 10 upgrade: First things firstįirst, make sure that your Windows 10 computers are fully up to date with patches before you try to upgrade them.
But a definitive diagnosis of the root cause still remains elusive and I’m hoping that some of our TechGenix readers may offer suggestions that might help other users and admins facing this little nightmare.
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What’s causing this behavior? And what’s the solution? What follows below are some observations and recommendations I’ve gleaned from various sources concerning IT pro colleagues who have had to deal with this kind of thing happening. And I’ve even heard it happening to someone on a handful of machines having similar hardware configuration to other systems that don’t experience this problem. I’ve heard reports of it happening with both PCs and Laptops from various vendors, and I’ve also heard about it happening with Microsoft Surface devices. Whether one upgraded from Windows 10 v.1511 or 1607 or 17-3 or 1709 or 1803, it seems that there’s someone somewhere who was experiencing this problem. I’ve heard sporadic reports from both ordinary users and administrators of this problem happening almost since day one when the first feature upgrade version of Windows 10 was released. And if it happens to you repeatedly like this then you may be stuck with no option other than reinstalling Windows. But on the other hand you may get the same black screen again, with or without the minimized command prompt - and moving the mouse pointer around and clicking it doesn’t do anything. On the one hand, when you log on again the Windows desktop may appear and you can get on with using your computer. What happens next once again may or may not to be to your liking. Your only recourse at this point seems to be to press the power button on your computer to power the machine off and then on again. And if you can restore the command prompt window to normal size, you’ll likely see the following text in the window’s title bar: “C:\Windows\system32\cmd.exe (Not Responding).” And when you click anywhere else on your screen with your mouse, nothing happens. And if you see the minimized window and try to expand it by clicking on its title bar, it might open up to show a command prompt - or it might not. You may also see a command prompt window minimized at the bottom left corner of your monitor - or you may not. No, I’m talking about a different kind of problem, one where the upgrade process proceeds as far as a login prompt appearing and then you log on and wait and just when you think your Windows desktop is going to appear, your screen goes black leaving only a white mouse pointer you can move around with your mouse.
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That problem is widely attested and well known, and if you quack-quack or Google or Bing the phrase “black screen after upgrade to Windows 10” you’ll get numerous instances of this happening and discussions of how to resolve the problem. And I’m not talking about getting a black screen after your system reboots during the upgrade process. One scenario that has been reported from multiple sources is the dreaded black screen during an upgrade issue.
This has been brought home to me again and again by stories from sysadmins in the field who have been upgrading to newer versions of Windows 10 since the release of this operating system. When something goes wrong upgrading from one version of Windows 10 to a newer version, things can go really wrong.
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