troubleshooting Question

What is the cause of a black screen?

Avatar of Dwight Baer
Dwight BaerFlag for Canada asked on
Windows OSDisplays / MonitorsWindows 10Dell
10 Comments1 Solution73 ViewsLast Modified:
I think this one is a head-scratcher:  My customer has a Dell Latitude 3540 laptop, with Windows 10 installed, version 1909.  All the latest patches have been applied.  (I applied them myself a few days previously.)

Two days ago, when she logged in all she could see was her cursor on a completely black screen.
I was able to connect remotely and I saw the same thing.  When she pressed CTRL+Alt+Del, we could see the dialogue.  If we chose "Change password", we could see the Change Password dialogue.  But if we chose Task Manager, we could see nothing.  In the end I had her send the machine in to our Help Desk office.

Now that the machine is in our office, I can't reproduce the symptom.  Yuck.  Even when I log in with her credentials, everything works fine.

What could be causing a completely black screen?  And why did it go away?  

I suspect this is an example of, if we can reproduce the symptom, we can fix it.  For now, I can't reproduce it.  It's just embarrassing that I have no idea what happened and now I'll send the machine back without fixing anything.
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