Windows 10: Windows 10 start-up hanging at desktop screen load after login...

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  1.    03 Apr 2018 #11

    ""Reset PC". I saw this other option, where I think it restores the system back to original Windows 10 prior to all the updates, but leaves (supposedly) all user files intact. Probably not browser shortcuts"

    Again, I would run the option from the blue screen vs signed in to Windows and make sure the option to 'Keep files' is present. A true re-install before all Updates would be an In-place Upgrade/Repair which would take you to Day 1 of the version currently installed, say 1709, an even cleaner option but requires working internet. In any of these cases, the Keep files option would not affect browser bookmarks, if that's what worries you, only the OS files are affected and System Restore will be turned off so needs to be re-enabled afterward, if satisfactory.
    Repair Install Windows 10 with an In-place Upgrade
      My ComputerSystem Spec

  2.    03 Apr 2018 #12

    Yeah, the pain of it all will be her supplementary & 3rd party programs installed. She has an older version of Microsoft Office and Adobe Photoshop. Not even sure where she has all the original disks. She has had this laptop for over 5 years, bought brand new back then.

    Thanks for the tip on the in-place upgrade. I hadn't thought of that. I'm thinking it might be a better option than "Reset PC", as I'd rather have her not have to go through major software updates twice. This way the Media Creation Tool creates the ISO with the latest build.
      My ComputerSystem Spec

  3.    03 Apr 2018 #13

    Yes, the In-place Repair would take subsequent WU's out of the equation. The ISO can be run right from the desktop by mounting and running setup.exe (my preferred method), IF you can sign-in and get to it. Otherwise, you have to use the MCT to make a usb and change boot options.
      My ComputerSystem Spec

  4.    04 Apr 2018 #14

    Well, the restore attempt from the initial boot phase failed (going from F11 System Recovery to Windows Restore options). However, thankfully she can get to her desktop after logging in. It's just that her video display is screwed up--"screen door" mesh like effect, low resolution. I had her check "Display Options" and it's giving her only one choice on resolution. Whatever system fixes were attempted, it did clear up the crash she was getting when attempting to connect to the Internet. She's now logged into WiFi. I tried to utilize the Windows Remote Assistance feature, got her to send me an invitation... but at that point, she suffered a Visual C++ crash. So there is still some system corruption.

    I'm going to have her install Team Viewer next... hoping I can establish a remote connection without depending upon Windows system files (just Team Viewer software). At least my hope is that if I can get remote access and see her desktop, I'll know for sure if the video problem is hardware or software. If it's hardware, the screen will look fine to me. If it's software, then I should see the same "screen door" like pattern. And then from there, I can get to work on downloading the 3rd party driver software and installing it, to see if I can fix the video.
      My ComputerSystem Spec

  5.    04 Apr 2018 #15

    Thankfully, it worked. I was able to get her set up with Team Viewer and can now successfully access her computer remotely.

    The video looks perfectly fine on my computer. I don't know if the video hardware circuit is being completely bypassed... Her screen still looks grainy from her point of view. I updated the video driver... didn't make any difference for her. I can't change the resolution to anything larger than 1024 X 768, but maybe that's a forced condition when using remote desktop software.
      My ComputerSystem Spec

  6.    04 Apr 2018 #16

    Teamviewer is a great product. I use it to connect to a dozen computers that I support. Of course, it needs an internet connection so, at least you got that far, so you can see what she sees.

    "I updated the video driver... didn't make any difference for her. I can't change the resolution to anything larger than 1024 X 768, but maybe that's a forced condition when using remote desktop software."

    What did you use for a driver source ? Did you try the MS Basic driver ? Can you change the resolution in her 'All Settings\System\Display\Resolution drop down menu ? Is the laptop in tablet mode, that might account for the resolution limit and the funny look of desktop at startup ? Teamviewer also has it's own connection display settings like this -
    Click image for larger version. 

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      My ComputerSystem Spec

  7.    05 Apr 2018 #17

    Thanks for the tip, Mr. Geek. I had gone to the HP Support site specifically for her laptop model. But because it's older, there isn't an explicit driver for Windows 10. I had to resort to a Windows 8 driver package. I installed that. Her resolution was still capped at 1024. Then... DUH... I realized she was still in SAFE MODE. So I took a chance and put it back into normal mode. And the PC rebooted normally. I was able to reestablish a TeamViewer connection. But, the resolution option was still capped at 1024x768.

    I went to the AMD site and selected their own Catalyst software utility, considered compatible for this PC. I ran it... and it installed newer drivers, dated 11/2015. But that didn't change anything. The laptop resolution is still capped at 1024x768. I had her restart the computer and not activate TeamViewer, then try to change the resolution... assuming that while running it the laptop resolution was inherently capped. But, she found the same limitation still in effect when TeamViewer wasn't running.

    Now, in all your years of PC troubleshooting, have you ever seen a laptop do this? That after suffering a physical shock, the video would be damaged just-so that it would cause a drop in maximum resolution? The only thing I can think of is that because the screen is still showing that "screen door" mesh on her side (not for me--screen looks clear and sharp in TeamViewer), the driver software somehow detects a physical issue and imposes the limitation.
      My ComputerSystem Spec

  8.    05 Apr 2018 #18

    "because it's older, there isn't an explicit driver for Windows 10. I had to resort to a Windows 8 driver package. I installed that."
    Not surprising, I haven't seen driver updates for mine in over 2 yrs. Did you try to uninstall the display adapter and select MS Basic instead (see post 7) ? This would install the generic driver that a clean install would and a subsequent WU would then install the correct one.

    "able to reestablish a TeamViewer connection. But, the resolution option was still capped at 1024x768."
    What do you see in the All settings/System/Display settings (or r-click empty space on desktop, then Display settings), as below ?
    Click image for larger version. 

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    "I went to the AMD site and selected their own Catalyst software utility, considered compatible for this PC. I ran it... "
    I have done this too and given up on updating this way.
    Most likely, this installed a different driver than one you fetch from Device Manager and installed AMD Catalyst Control Center. Open that (r-click empty space on desktop) & scroll down to 'My Built-in Displays'/Properties (Built-in Display). What is the max reported resolution ? Should be same as mine 1600x900.
    There were so many settings with AMD software, I had to uninstall the video driver, go back to MS Basic then use WU, as prev described, which is how I know the process works. Then I checked each month if HP WU can find one newer.
      My ComputerSystem Spec

  9.    05 Apr 2018 #19

    ^ Thanks, Mr. Geek -- sounds like rolling back to an MS Basic driver is the only way to fully scrap and refresh the video driver. Microsoft should inherently provide this capability... but I guess this is part of their grand plan to keep PC troubleshooting consultants in business.
      My ComputerSystem Spec

  10.    05 Apr 2018 #20

    This thread has a screenshot that has the 'screen door' effect on the display, somewhat like yours. It was eventually solved by rolling back the driver (likely there are older drivers listed in Device Manager but rather than test them one by one, I would go Basic and let WU do it's own thing before going there). Look it over and see if the display issue is like yours. -
    White screen with vertical lines after sleep mode
      My ComputerSystem Spec


 
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