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Freddy M.
Freddy M., Support Specialist
Category: Computer
Satisfied Customers: 15762
Experience:  Years of experience in the IT field and in customer support.
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I have a Samsung series 9 ultrabook running Windows 8. Suddenly

Resolved Question:

I have a Samsung series 9 ultrabook running Windows 8.
Suddenly cannot see anything on screen except the cursor!
Please help,
TIA!
Submitted: 1 year ago.
Category: Computer
Expert:  Freddy M. replied 1 year ago.
.
Hello my name isXXXXX look forward to assisting and am very sorry to hear that you are having this problem.
Does it load windows at all before this happens?
Do you see the mouse pointer or just a flashing line?
How old is the machine?
.
Customer: replied 1 year ago.


Not sure about loading windows since can't see anything.


I can see the mouse pointer and I can move it so maybe windows is up.


The machine is almost new.

Expert:  Freddy M. replied 1 year ago.
.
Ok press ctrl+alt+delete and let me know if you can open the task manager.
.
Customer: replied 1 year ago.


No, I cannot!

Expert:  Freddy M. replied 1 year ago.
.
What happens when you try to open that?
If you move the mouse to the lower left corner do you see the start pane?
.
Customer: replied 1 year ago.


No!

Expert:  Freddy M. replied 1 year ago.
.
I asked two questions so I am not sure which one you answered I assume you are saying no to the start pane.
What happened when you tried to open the task manager?
.
Customer: replied 1 year ago.


The two answers are:


 


1. Nothing!


 


2. No!

Expert:  Freddy M. replied 1 year ago.
.
Restart the computer and as it is starting up continuously tap F8.
You should eventually come to a menu choose safe mode from that menu.
Then let me know if the same thing happens in safe mode or not.
.
Customer: replied 1 year ago.

Tried it already and didn't help.


Tried also Shift + F8 since it's Windows 8!

Expert:  Freddy M. replied 1 year ago.
.
Safe mode would not fix the issue, I just need to know if you can get into safe mode or not.
What happens when you try to use safe mode does it act the same way?
.
Customer: replied 1 year ago.


I even don't know if I can get into safe mode since I see nothing!

Expert:  Freddy M. replied 1 year ago.
.
The menu to choose safe mode should come up before that screen ever comes up.
F8 should bring you to that menu, and shift+F8 should bring you to a recovery type screen.
If neither is working we may need to restore the machine back to factory.
.
Customer: replied 1 year ago.


Neither work.

Expert:  Freddy M. replied 1 year ago.
.
Ok we will need to try a factory restore then since the task manager will not open either.
Restart your computer again and before you see the samsung splash screen tap F4.
.
Customer: replied 1 year ago.


The fuction lock should be on or off while doing that?

Expert:  Freddy M. replied 1 year ago.
.
It should not matter either way.
.
Customer: replied 1 year ago.


Still, can't see anything. Only the mouse pointer.

Expert:  Freddy M. replied 1 year ago.
.
If it got to that screen the recovery never opened.
Please try it again if function was off please turn it on.
As soon as the machine is starting up continuously tap F4.
.
Customer: replied 1 year ago.


The right quarter of the screen is dark blue now (instead of black), and still can only see the mouse pointer.

Expert:  Freddy M. replied 1 year ago.
.
Ok if that is not working either it could mean you have a failing hard drive.
The recovery is stored on a hidden partition on the drive.
This should not happen with a new machine.
I would return it and exchange it for another since it is near brand new.
.
Customer: replied 1 year ago.


ok - thanks!

Expert:  Freddy M. replied 1 year ago.
.
Your welcome and if you have any more questions I would be happy to answer them. If not please consider leaving a positive rating for my help it is greatly appreciated.
.
Freddy M., Support Specialist
Category: Computer
Satisfied Customers: 15762
Experience: Years of experience in the IT field and in customer support.
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