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If I understand correctly, your screen is currently lit up but totally black, is that correct? There's no message of any kind?
All right, thank you.
If the machine is still just sitting there with no activity, then at this point you have no choice but to shut it down and turn it back on. So go ahead and just hold the power button down. Eventually the machine should turn off and then bring it back up.
When it comes back up, let me know what happens.
Hi there! My name is***** am a computer professional with over 15 years of experience with both Mac and Windows computers, software, phones, tablets, e-readers, and printers. I'm sorry that you've had to wait. It would be my pleasure to assist you with this. Remote assistance is not feasible in this case. We can only connect to your computer remotely if you are able to login, establish an internet connection, and run a small program to allow remote access. I will be sure to let customer service know (when we're all done) that you shouldn't be charged for the remote access session. Or, if you prefer, I can offer a phone call in place of the remote session, and then connect later, after our phone call, when you can once again login, to see if I can determine what caused the issue and do any maintenance that needs to be done.
Hi. My name is***** you for your question and the opportunity to assist.
Hold down the power button until the laptop shuts off. About 4 - 5 seconds.
Turn it back on and immediately start tapping the F9 key at the top of the keyboard
to see if it will open a recovery screen.
Do you have a VGA monitor you can hook up to the port on the left side of the laptop?
I think it's possible the update is causing the video to be sent out that port.
OK. Start it back up and start tapping F9 as soon as you see the logo.