Black screen with Mouse pointer

I have a clients pc here which runs Windows 10 Pro and the other day when turning on it now only displays a black screen with mouse pointer.  You can do a Alt+Ctrl+Del to get Task Manager but that's it.

I've restarted the PC in recovery mode and System Restore has no entries to select from for rolling back.  I then went into Command Prompt within recovery mode and ran SFC /Scannow, Chkdsk C: /f /r but these haven't resolved the issue.
scratcheIT ConsultantAsked:
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acstecheeCommented:
I had exactly the same thing recently, was an update.  left it overnight, several reboots and it eventually sorted itself out.  Any hard disk activity?
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arnoldCommented:
in short, the explorer did not start, using taskmanager (file, run new command) explorer should bring up the display.

It is as acstechee could be an update being processed and delaying the launch of explorer.exe. if it is running, in the process list, killing it m.......
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Hello ThereSystem AdministratorCommented:
It's seems to be a bigger issue due to complains from other discussions related to Windows updates.
Try this:
   Disabling App Readiness service does indeed solve this problem,  (no need for a clean boot)

Also try to update a driver of your current graphics card from the graphics card vendor.

Also try to disable Fast Startup if the above doesn't help. It suprisingly solves a lot of Win10 issues with booting, rebooting and any kind of loop issues as well as issues related to login process.
Start -> Settings -> System then select Power & Sleep and scroll to the bottom and pick Additional Power settings, this opens the Power Options menu. Now select "Choose what the power buttons do" and then "Change settings that are currently unavailable". Scroll to the bottom and under Shutdown Settings untick "Turn on fast startup (recommended)".

There is a thing you haven't tried: CMD: Dism /Online /Cleanup-Image /RestoreHealth

If this won't help I suggest to run repair install:
Go to Media Creation Link and use bootable USB to repair your Windows 10.
https://www.microsoft.com/en-us/software-download/windows10
Click on the Download button (not Upgrade Button) and run it. Update your drivers. Select Keep Everything.
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MacleanSystem EngineerCommented:
I think that user "Hello There" his suggestion to use the Media Creation Toolkit might be best.
If you are not on the latest Windows 10 version (1709) then do an upgrade from it.
If you are on the latest Windows 10 version, do the repair.

To check windows version open up run or cmd and enter "Winver"  then press enter & read the popup.
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McKnifeCommented:
You have task manager open - now start explorer.exe from it and see if the taskbar and everything opens afterwards. If it does, you can do further diagnosis. if it does not, you can at least try a different user profile to compare with in order learn about the problem.
Afterwards, you can still repair windows one way or the other - the inplace upgrade process using a setup ISO file can be started from task manager as well.
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JohnBusiness Consultant (Owner)Commented:
Also get the manufacturer's hard drive test application and make a bootable USB from it. Then start with this and check the hard drive for errors.

I saw a similar thing very recently and Dell replaced the hard drive in that machine.
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RaminTechnical AdvisorCommented:
If you can boot the PC in safe mode then try to uninstall the Antivirus / latest installed Windows updates.
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scratcheIT ConsultantAuthor Commented:
Sorry have just returned from a short illness.
I have just tried DISM and this hasn't working, currently downloading the Media Creation and use bootable USB to repair your Windows 10.

Shall update shortly...
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McKnifeCommented:
Please note: you cannot repair windows when you boot setup. You need to start setup from within windows, just as I advised. So yes, you can take your setup usb stick, but don't boot from it.
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RaminTechnical AdvisorCommented:
Boot the PC in Safe Mode then try to uninstall  Antivirus / latest installed Windows updates / Display Driver. then Restart the computer.
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Hello ThereSystem AdministratorCommented:
Just be logged in as admin and use USB Key (in running OS). Then run it and choose Keep Everything.
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scratcheIT ConsultantAuthor Commented:
I've been attempting using the Media Creation Disk and via USB but no joy.  
I have very limited options when it does finally boot into Windows to play with.  It doesn't allow me to load up anything when right clicking on the Start Menu and nothing is popping up when inserting either the CD or USB...!
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JohnBusiness Consultant (Owner)Commented:
Where I have seen this:

(a) you need to back up and do a fresh install of Windows 10 (one case).
(b) repair hardware issues (disk drive)  (another case).
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McKnifeCommented:
scratche, I told you what to do. Start explorer from task manager.
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scratcheIT ConsultantAuthor Commented:
McKnife, yes I've tried that, Task Manager appears but when clicking on any options, NOTHING!!
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JohnBusiness Consultant (Owner)Commented:
So try Fresh Install as outlined above OR you need to test all your hardware.
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McKnifeCommented:
"clicking on options"???  It has a file menu, from where you can run commands. open that menu, enter "explorer" and off you go.
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Hello ThereSystem AdministratorCommented:
You must do this:
Start -> Settings -> Update and Security -> Recovery -> Reset this PC -> Keep my files -> GO!

You need no USB Key...

Also see my solution here: https://www.experts-exchange.com/questions/29023687/cant-install-chrome-on-win-10-machine-THEN.html
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McKnifeCommented:
No, you don't have to do this. Before you reinstall or reset, make sure you understand your options.
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scratcheIT ConsultantAuthor Commented:
UPDATE: I've have attempted the suggestions provided by everyone and still have the issue to hand.  I've spent too long on this now so backing up the data and going for a Windows Reset to refresh the whole thing.

Many thanks for your suggestions etc... with this.
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McKnifeCommented:
Just a question: were you able to start the explorer process?
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scratcheIT ConsultantAuthor Commented:
No, the PC did not respond well at all while in this state...
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McKnifeCommented:
Good. I asked the same, 4 days ago, by the way. Sometimes it's easier for helpers if they get immediate feedback.
Good that it works now, see you.
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JohnBusiness Consultant (Owner)Commented:
Thank you for your updates
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