Windows 10: Problems after upgrade to 1909.Black screen with Personalized Settings

A HP notebook (1703 or 1709) with multiple failed Windows upgrades had a successful upgrade today.

Before the upgrade scannow, restorehealth, and chkdsk /scan were ran.


A Windows 10 iso 1909 was downloaded to the desktop.
Setup.exe was launched
Windows updates were performed during the upgrade.

The upgrade completed.
There were some messages such as getting things ready.
The screen appeared black.

Control + alt + delete were clicked then restart.
The restart displayed a blue screen with rotating dots for 1 hour and was powered off.

Upon reboot the screen was again black.
This time though there was a white strip in the left upper corner with a rectangular box displaying: Personalized Settings

When the mouse was moved to the personalize settings box the white mouse turned into a rotating blue circle.
When the mouse was removed from the box it appeared as a normal mouse pointer.

When the Personalized Settings was clicked it displayed: Personalized Settings (Not responding)

Control + alt + del displayed a blue background with:
Lock
Switch User
Sign out
Change a password
Task Manager

Clicking Task Manager displayed:

Windows Explorer

Windows Explorer is not responding.
If you close the program you may lose information

Close the program
Wait for the program to respond

Close the program > wait to report to Microsoft > black screen with white mouse

Control + alt + delete > same choices

In the right lower corner shutdown was clicked.


The power cord was removed (no battery installed) and the power button was held down for 30 seconds.

Power on hp with rotating dots > black screen with white mouse > rotating blue circle at times at tip of mouse.

Win + Control + Shift + B > produces a sound with mouse flicker > no change in black screen


3 power off/on were performed > preparing automatic repair > diagnosing your PC > repairing disk errors this might take over one hour to complete > took less than a few minutes > desktop appeared > logon was performed > black screen with Personalized Settings in the left upper corner > placed mouse inside box with change to blue rotating circle

So it was reproducible.

What are the troubleshooting options

:)

 

Personal settings not responding and black screen

 

black screen

Hi,

To assist you better regarding your concern, we would like to know more information:

• Did you get any error messages?
• Have you tried updating the drivers?

We suggest that you try the troubleshooting steps suggested by Sharath Srinivasa on this

link.

You can also check the article about troubleshooting black screen problems on the link below.

windows-10-troubleshoot-black-screen-problems

Hope this information helps. Please post us back if you need any further assistance.

 

Black screen and personal settings not responding

Hi,

For us to better assist you and provide you with the appropriate resolution, we would like to know a few more information. Kindly answer the questions below:

• To verify, where/when does this black screen appear?
• Does the black screen come with an error code/message?
• Are you having issues launching any other apps besides Settings and Cortana?

In the meantime, here are some articles you may refer to for troubleshooting purposes:

• Troubleshoot black screen or blank screen errors
• Fix problems with apps from Microsoft Store: run the troubleshooter

We'll be waiting for your response.