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After lock or perhaps sleep, the computer displays a black screen with only a mouse pointer.


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Guest Matt Painter
Posted

The issue is interment, affects only our laptops.

 

When the user locks and then tries to unlock, the screen is black with only a mouse pointer

 

alt+tab indicates logonui is running but it is not visible

 

Ctl alt + del has no effect

 

Holding Win key + Ctrl + Shift then pressing B we managed to restored access to one computer (this resets the video driver)

 

But generally we need to force power off and back on again.

 

All affected computers have different video drivers and bios versions

 

 

 

Happens once out of the blue and sometimes again after several weeks.

 

Happens when docked or un-docked

 

 

 

Nothing found in the logs since the computer may not even recognize it as an error.

 

 

 

Our users have reported the issue on Dell - 7390, 5530, 5289, 7285, 5290 laptops and a HP Elite laptop

 

Out of our ~2000 computers, we have had 10 reported cases in the last week but it has been ongoing for some time and our users may not be logging jobs since they can power off and back on again and it is fixed.

 

 

 

 

Computers affected have been running

 

Windows 10 Enterprise 1709

 

Windows 10 Enterprise 1809

 

 

 

All computers have McAfee Endpoint Security but that application does not have any hints in their logs either.

 

Removing or replacing Mcafee is a difficult option and since the issue is not repeatable and so intermittent, may not prove anything.

 

 

 

Any other ideas?

 

Thanks.

 

 

 


  • Found this same issue raised on a Dell forum - The solution was to use an anti virus other than Mcafee
     
     

  • This thread after suggesting it is update (KB4022716)
     
     

  • Another thread suggests "fast boot" as the cause but we have it turned off
     

 

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