New desktop will not boot into Windows 10

JohnRoss1969 · 17 Feb 2016

I just received my PC and Windows 10 will not open. After bios starts the screen says, Hi there Let's get a few basic things out of the way. Asks for home country, language, keyboard layout, and time zone, then click on NEXT. Then I have a screen that says, Get going fast, click on USE EXPRESS SETTINGS. The screen then says Just A Moment with small white balls going in a circle above. At this point the screen goes black except for the white mouse pointer. I have tried two different monitors using the VGA port, one TV using the HDMI port, all with the same results.

jds63 · 17 Feb 2016

Added anything to this new PC before starting this process (hardware) anything connected except keyboard and mouse ? Since it is brand new i may think of sending it back it maybe hardware related. Unless want to go further and try some resolutions. What did shutting down and rebooting do so far for it ?

JohnRoss1969 · 17 Feb 2016

No new hardware. Only keyboard/mouse/Cat-5 connected. Shut down several times with same startup questions asked, then black screen except for mouse pointer.
Thanks for responding.

jds63 · 17 Feb 2016

JohnRoss1969 said:

No new hardware. Only keyboard/mouse/Cat-5 connected. Shut down several times with same startup questions asked, then black screen except for mouse pointer.
Thanks for responding.

Your Welcome. Could be an issue with display driver or display adapter. Monitor may have an issue with the connection it is using and being detected by display adapter or the cable. Did you have this monitor or came with PC ?

Not knowing any specs of this desktop, is there a PCI slot graphics card or one integrated. Truthfully as said we can go further in trying to resolve this, but since it is new may be best to either contact the PC manufacturer or bring it back to store it was bought from.

JohnRoss1969 · 17 Feb 2016

I connected a old but still working cathode-ray tube monitor to the new PC. Still the same problem. Computer is a Acer, see link. Acer Aspire TC Intel i7 Quad-Core Desktop - Woot

jds63 · 17 Feb 2016

JohnRoss1969 said:

I connected a old but still working cathode-ray tube monitor to the new PC. Still the same problem. Computer is a Acer, see link. Acer Aspire TC Intel i7 Quad-Core Desktop - Woot

John let's start again from beginning again, you bought this brand new with Windows 10 on it, correct ? You went through setup process and became stuck after express setup and screen went black with a mouse pointer only. Chances if not a Windows 10 issue it may have updated a driver that is causing this issue or some other driver during the setup or maybe a hardware issue. Come across many here with this issue, but after an upgrade from previous OS or during use of Windows 10. Not positive to troubleshoot a new system has not been setup yet or wonder if it is best to return it or call Acer then troubleshoot it.

Did this come with any Windows 10 media ?

JohnRoss1969 · 17 Feb 2016

It's a Acer Factory Reconditioned PC that came with Windows 10 installed, not a Windows 7 or 8 upgrade. It has a HDMI port so I guess I could connect it to my big screen TV's HDMI port to see if I can get further through the setup process.
Thank you for responding.

jds63 · 17 Feb 2016

JohnRoss1969 said:

It's a Acer Factory Reconditioned PC that came with Windows 10 installed, not a Windows 7 or 8 upgrade. It has a HDMI port so I guess I could connect it to my big screen TV's HDMI port to see if I can get further through the setup process.
Thank you for responding.

Acer still should be able to support you if need be. Only HDMI ? Said you tried an old monitor, possibly a VGA port with no luck, doubtfully a HDTV will help. Most cases first thing most will think is display adapter (graphics card) either it's driver software or it's hardware or other driver conflicts or other hardware issues. Again no media disc included ?

JohnRoss1969 · 17 Feb 2016

I tried two different monitors, flat screen & old tube, using the VGA port without any luck. The PC comes with one HDMI port. I can only assume it's for connecting a HDMI monitor?

The graphics card is built into the mother board. The PC did not come with a Windows 10 CD.

Night Hawk · 17 Feb 2016

Most premade systems now will see the utility for creating recovery media once you have the initial set up taken care. Apparently since this was refurbished and not brand new it may have been returned to dealer by the previous customer for a similar problem? and need Acer to replace the factory OEM preinstalled copy of 10 there. Or the previous buyer did get it set up originally but returned if for some other reason and the refurbishing as far as replacing the OEM pre-installed copy of 10 flopped?

If this had been some used system I would simply mention the option to replace the bad install with a fresh copy of 10 you put on yourself after a complete wipe of the drive. But while still under some type of dealer/factory warranty period like 30days I have to agree with jds63 about seeing it returned and let Acer worry about it. You may even want to get a refund and go with something new if premade? if you are not into custom building systems.

As for trying some old CRT that is rather useless at this point in time! The HDMI cable can be used for any of the new lcd or led flat screen tvs while the problem would still be seen as far as the black screen with cursor only since the problem is OS related for sure as something is preventing a normal startup. And you are better off simply getting in contact with Acer or the dealer that sold it to you as far as seeing it returned either for replacement, replacement of OS under warranty, or simply getting your money back.

Lately I ran into a similar but rather different situation where an older 7 laptop upgraded to 10 had been going well for all this time until the end of the year when suddenly NOTHING on screen at all one day! I had brought the laptop back with me to check on something as well as grab any updates and the display when going to start it up. Yet just a few hours before that everything else was normal. The integrated graphics chip on the board is suspect still until it can be brought into a shop for testing. Without a display I am unable to get into even get into the bios to change any settings there in case it got switched the external monitor setting if the chip didn't fail. Repair shop time for that while the desktop you ended up with apparently was in need of a little bit more "Refurbishing" only done correctly it seems!