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Viet - Computer Tech
Viet - Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 35782
Experience:  Ten years of computer support. Microsoft MCP & CompTIA A+ certifications. Windows 10 8 7 Vista XP etc.
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My computer got a black screen and when i start it up again

Customer Question

hello
JA: Hello. What seems to be the problem?
Customer: My computer got a black screen and when i start it up again I cant turn it off
JA: Soon. I'm trying to find the right Computer Technician for you right now. As soon as they are ready, I will let you know.
Customer: ok?
JA: Just to clarify, what's the make and model of your machine, and what operating system are you running?
Customer: its not a laptop operating system is windows 10
JA: Have you installed any updates recently?
Customer: none that i know of
JA: Anything else you want the computer expert to know before I connect you?
Customer: the computer is a few years old
Submitted: 3 months ago.
Category: Computer
Expert:  Viet - Computer Tech replied 3 months ago.

Hi,

I'm sorry about the issue. Can you please press and hold the power on / off button on your computer for about 10 seconds, then turn it back on and check?

- What's showing on the computer's screen now after trying the above step? Also, what's the model of your computer?

Please reply at the box below to continue. Thank you,

Customer: replied 3 months ago.
I hold the off/on button for 30 seconds but nothing is happening
It is not a laptop so i can tell you individual bits of it only
Expert:  Viet - Computer Tech replied 3 months ago.

Can you please disconnect the power cord from the computer for about 20 seconds, then re-connect. Then turn on the computer, and check.

Is there any power / light? Is there any noise? Is there anything showing on the computer's screen?

Please let m know. Thank you,

Customer: replied 3 months ago.
the power comes on but the screen stays black.
there is no light on the screen at all.
there is noise from the computer yes It sounds just like any other day.
nothing is showing on the screen no matter how long i wait.
Expert:  Viet - Computer Tech replied 3 months ago.

Please disconnect both power cords from the desktop computer and the monitor

, then disconnect the monitor cable from both computer and monitor

, then reconnect power cord to the monitor and turn on the monitor

, then reconnect monitor cable securely to both monitor and computer

, then reconnect power cord to computer

, then turn on computer and check.

Please let me know. Thank you,

Customer: replied 3 months ago.
done and still no change
Expert:  Viet - Computer Tech replied 3 months ago.

I'm sorry. This looks like a hardware issue. Do you have another desktop computer or a laptop computer for testing the monitor on?

Please let me know. Thank you,

Customer: replied 3 months ago.
i have and it is working fine so it seems to be a hardware problem yes
Expert:  Viet - Computer Tech replied 3 months ago.

Have you tried connecting the monitor to the working computer in order to see if the monitor is working fine with the working computer? Thank you,

Customer: replied 3 months ago.
it was working without problem
Expert:  Viet - Computer Tech replied 3 months ago.

Thank you. After our troubleshooting, this confirms there is hardware issue with the problematic computer. It seems the motherboard or the graphics card might be bad; you can try installing a new graphics card to the problematic computer and check. Though the computer is a few years old, so it's likely not worth to continue troubleshooting it.

- Is there any data / file you need from the problematic computer? Thank you,

Customer: replied 3 months ago.
how do i install it on the computer without using the monitor?there were a few thigs that would be good but its not a huge loss
Expert:  Viet - Computer Tech replied 3 months ago.

1. If you'd like to continue troubleshoot, then buy a new graphics card from your local computer store, then replace / install it on the problematic computer, then connect the monitor to the new graphics card's connector, then turn on and check.

2. If you'd just like to get your data, then you can take out the hard drive from the problematic computer, then install / connect it to an external USB hard drive enclosure (or adapter, which you can get from your local computer store), then connect the enclosure / adapter to a USB port on the working computer, then you can get your data / files out.

Thank you,

Customer: replied 3 months ago.
ok im sorry but you could not help me that much most of it I knew already
Expert:  Viet - Computer Tech replied 3 months ago.

You did not write what you have already tried previously, so I'm sorry that I wrote some duplicate troubleshooting steps as I did not know. I'm sorry again about the hardware issue. Is there anything else you need today? Thank you for your patience.

Customer: replied 3 months ago.
no there is nothing else you can do for me. but thank you very much for trying
Expert:  Viet - Computer Tech replied 3 months ago.

You're welcome. OK, if you need help with anything else later on, please let me know any time. Thank you,

Expert:  Viet - Computer Tech replied 3 months ago.

Also, if you don't mind taking a minute to rate my service today by clicking on the 5-star icon at the top, then click on Submit. Thank you very much,

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