How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Michelle Your Own Question
Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 5168
Experience:  B.Sc. Computer Science with Honors
26798893
Type Your Computer Question Here...
Michelle is online now
A new question is answered every 9 seconds

Windows 10 black screen problem after trying to install a

Customer Question

Windows 10 black screen problem after trying to install a world clock app
Submitted: 1 year ago.
Category: Computer
Expert:  Michelle replied 1 year ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

let me know when you are ready. Are you able to login to windows or its just black.

Customer: replied 1 year ago.
Just black
Customer: replied 1 year ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Live Phone Call. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Expert:  Michelle replied 1 year ago.

Press and hold down the power button for 10 seconds on the computer and let it shut down and wait for 2 to 3 mins. power it back on and let me know are you able to boot to windows.

Customer: replied 1 year ago.
Mssage says yur computerran into some problemsandneeds toreboot itnormally does this twiceandgoes black again
Customer: replied 1 year ago.
Does it cost more to talk to you
Expert:  Michelle replied 1 year ago.

yes a phone service will cost a $20 in addition.

Customer: replied 1 year ago.
Lets go wih texting for the moment
Expert:  Michelle replied 1 year ago.

press ctrl alt and delete key on the black screen and let me know if you get any option window.

Customer: replied 1 year ago.
Nothing happens
Expert:  Michelle replied 1 year ago.

reboot the computer and once you see the power option click on the power button while holding he shift key and then select restart.

Customer: replied 1 year ago.
I ont realy understand that. Iturned thr pc off the on again and eld he shift key .i get an error kmode exception no handled thic comes up when it says that it will shut down aspery previous error message
Customer: replied 1 year ago.
My typing is hopeless hope you can read i
Expert:  Michelle replied 1 year ago.

do you see the power option on the desktop screen?

Customer: replied 1 year ago.
No
Expert:  Michelle replied 1 year ago.

what is there on the screen?

Customer: replied 1 year ago.
It is just black
Expert:  Michelle replied 1 year ago.

push and hold down the power button and let it shut down completely wait for 2 mins and power it back on and do keep the shift key pressed while it tries to boot up.

Customer: replied 1 year ago.
Ok will d
Expert:  Michelle replied 1 year ago.

ok

Customer: replied 1 year ago.
It jscmes p with samemessage your pc ran into a problem and needs to restart and then the kmodeerror
Customer: replied 1 year ago.
After installing thorld clock app I lickedon restart. It said that someone was still workingonthe pc so I clicke restart anyway. That is when it would not restart properly
Expert:  Michelle replied 1 year ago.

as of now your screen is blank..is that correct

let me know the make and model of the computer

Customer: replied 1 year ago.
still black. I dont know the make.I bought it new from my companies I.T. tech it is almost 5 yrs old. The win 10 was working fine until I installed the app
Expert:  Michelle replied 1 year ago.

is it a desktop or laptop

Customer: replied 1 year ago.
Desktop tower model
Expert:  Michelle replied 1 year ago.

ok now here are the options we have

the app caused some corruption in windows due to which now its run into a loop where it goes back to blank screen after each reboot

the recovery options thus are limited as there is no way we can get into windows and try recovering or repairing it

we would need either recovery discs or windows disc preferably of the previous version of windows you had before upgrading to windows 10

before we decide waht option we can try let me know do you backup your data on external storage regularly

Expert:  Michelle replied 1 year ago.

also please give me few mins..i am checking all possibilities on my end that can be tried in this case

Customer: replied 1 year ago.
Last back up was a couple of months ago
Expert:  Michelle replied 1 year ago.

which version of windows you had before the windows 10 upgrade

also do you have windows disc or any recovery discs that you might have created

Customer: replied 1 year ago.
Windows7 professional . Trying to find original discs but no luck so far.
Expert:  Michelle replied 1 year ago.

ok before we attempt a reinstallation, there are few sequence i would still like to give a try once just to be sure we have exhausted all other options

restart computer and tap the f8 key...let me know if you reach any menu

if not on the blank screen itself, hold down the shift key and while keeping it pressed , press the power button\ restart button once on tower to restart the computer..do not release the shift key

let me know if you get any other different screen other than the blank screen

Expert:  Michelle replied 1 year ago.

let me know and i will suggest further

Customer: replied 1 year ago.
Tried all that but only get the blu scren with error message
Expert:  Michelle replied 1 year ago.

in that case the only possibility would be to do a clean install windows 7

this would however wipe the hard drive erasing everything on the computer and then a fresh copy of windows 7 will be installed

you would need the windows 7 disc for it

Customer: replied 1 year ago.
I can't find it th moment. May be in the attic
Expert:  Michelle replied 1 year ago.

well in that case, what i can do here is i will share a link that has the steps to install windows 7 with pictures for your ease

you can find the disc and the run a windows install of windows 7

however as i said at this point there is no way to recover the data on your computer and it will be lost

Expert:  Michelle replied 1 year ago.

i am listing the steps below along with the link

insert the windows 7 disc and restart computer and tap the f12 key

you will reach a one time boot menu

select the cd\dvd drive option and press enter

as soon as you see the message press any key to boot from cd, press enter

windows 7 will start loading

here is link to see the pictures of the process screen by screen

http://www.windows7professional.windowsreinstall.com/windows7installguides/indexfullpage.htm

Customer: replied 1 year ago.
Ok thanks for your time
Expert:  Michelle replied 1 year ago.

let me know if you have any questions

Expert:  Michelle replied 1 year ago.

I hope I've provided the information you were seeking. If you have any question feel free to ask. Please provide a rating by clicking on the smiley face below or stars on top right of the page and hit submit. Please don't rate negatively Instead reply me so that i can continue to help you answer you question further

Expert:  Michelle replied 1 year ago.

let me know if you need any help on this issue further

Merry Christmas and Happy Holidays!!!

Customer: replied 1 year ago.
I will have to see if i can esolve before i can give a rating. Yor website came up on search in answer to my query. Then i input my issue and your site aid that it could resolve the problem for $50. I am quite stresed at the moment so will reserve my rating for now
Expert:  Michelle replied 1 year ago.

sure no problems...

Related Computer Questions