Windows 10: Random Failure of keyboard and black screen

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  1.    08 Jun 2018 #1

    Random Failure of keyboard and black screen


    Hi all,

    New to forum...looks like a good place for help. I'm not a PC expert, but used to build my own PC's , so I'm pretty familiar and comfortable debugging/repairing hardware and software issues. Been using PC's since Windows 1.0..

    Anyway, New-ish HP Envy Ryzen 5, 12 GB Ram. (2) 1TB hard drives. Dell Monitor, Windows version 10, build 1803.

    I experience random (once a week or so), where upon boot up, PC gets past post, i see HP logo and spinner telling me Windows is loading. I see my NUM lock light come on...but then go off. At that time, screen goes dark, keyboard and mouse are unresponsive. BUT...PC is still on and running.

    If I power-down, then back up...most times all is well and PC /Windows are working. And as long as I leave PC on, everything works great.

    Sometimes, when I reboot, HP system diagnostics kicks in and tries to diagnose (??) PC. Usually fails to diagnose anything, but gets stuck in a loop.

    I routinely run performance checks, malware checks, use Kaspersky and use a host of tools to keep the PC running well...all checks say all hardware and software is A-OK !!

    I'm stumped. HP support told me to clean disk and do a full Windows clean install (as expected). A local HP service shop said if NUM lock light goes out, than I have a bad motherboard, no 5 volt going to KB.

    I did have an older KB (PS2 plug) connected to a USB3.0 port (with adapter). I have now put a new keyboard (USB 2.0) into a USB 2.0 port, but didn't know if that might be a cause??

    Sorry for all the details, just wanted to state the facts.

    Any thoughts or help would be appreciated.

    John
      My ComputerSystem Spec

  2.    08 Jun 2018 #2

    Have you performed a thorough test on the hard drive with either the manufacturer diagnostics or seatools? If not, that would be a good start. I also recommend performing a clean boot and see if the problem continues. Have you tested with a Linux live distro to rule out hardware as well.

    Seagate Seatools for Windows - Run the Long Testhttps://www.seagate.com/support/downloads/seatools/seatools-win-master/
      My ComputerSystem Spec

  3.    09 Jun 2018 #3

    Hi,

    Thanks for your suggestions. I've done BIOS level and Windows level HD testing. All test, short and long come out ok.

    But I'll try SeaTools too. I'll also try the CleanBoot. Not familiar with the Linux live distro...will look it up.

    Thanks,

    John
      My ComputerSystem Spec

  4.    09 Jun 2018 #4

    Okay then please try the clean boot and below is a link to a good Linux distro to try.

    https://linuxmint.com/download.php
      My ComputerSystem Spec

  5. Berton's Avatar
    Posts : 5,399
    Win10 Home and Pro, Win10 Insider Preview, WinXP Home Premium, Linux Mint
       09 Jun 2018 #5

    I'm running Windows 10 Version 1803 Build 17134.81 [the latest]. I have seen such keyboard/mouse issues but usually with older USB Wireless sets when plugged into USB 3 ports, using USB 2 ports [black center] nearly always worked. The BIOS on most motherboards do not support the USB 3 ports [blue center] except maybe the very newest I haven't work with yet until after the drivers for USB 3 are loaded when Windows is up and running.
      My ComputerSystem Spec


  6. Posts : 20,957
    windows 10 professional version 1607 build 14393.969 64 bit
       09 Jun 2018 #6

    1) Please run the beta log collector and post a zip into this thread:
    https://www.tenforums.com/attachment...-v2-beta10.zip
    (extract > open)
    Use the text and images in this thread in case there are any problems running the beta log collector: (post #5)
    DM Log tool problem Solved - Windows 10 Forums

    2) Update the system specs in the "My Computer" section:
    System Specs - Fill in at Ten Forums | Windows 10 Tutorials
    In the left corner below in your post you find 'My System Specs'.
    After clicking it you can find a link a little below that says 'Update your System Spec', click on this link to get to the page where you can fill in your system specs.
    System Info - See Your System Specs - Windows 7 Help Forums


    Include PSU. cooler, case, peripherals and anything attached to the computer by wired or wireless (mouse, keyboard, headset, printer, xbox, port replicator, docking station, USB wireless network card, etc.)
    https://www.tenforums.com/profile.php?do=extra
      My ComputerSystem Spec

  7.    09 Jun 2018 #7

    Thanks All,

    Berton...just updated my BIOS per HP website to address Intel/AMD Spectra hack. BIOS upgrade went fine. I saw this problem before the BIOS upgrade so I doubt it cause problem.

    zBook...just filled in system specs.

    I'll run log collector and post soon...

    FYI...I had been running PrimoCache software (ROMEX), caching a 60GB SSD through a USB 2.0 port. It was doing some read/write operations and preload at boot. Thought that might be a cause of problem (saw a few references to black screen and lockups of their forum). So I pulled the SSD and removed software.

    J.
      My ComputerSystem Spec

  8.    09 Jun 2018 #8

    Ok...

    Logfile has been run and attached. I'll let you experts decipher it..hope it helps locate possible problem area(s)

    Thanks Again.
    Random Failure of keyboard and black screen Attached Files
      My ComputerSystem Spec


  9. Posts : 20,957
    windows 10 professional version 1607 build 14393.969 64 bit
       09 Jun 2018 #9

    Hi Johnnie dr,

    1) How old is the computer?
    2) Is it still under warranty?
    3) Which parts were replaced or added at a later time?
    4) How often do you have BSOD?
    5) How often do you overclock?

    6) Open Ccleaner > click windows tab > scroll down to system and advanced > post an image into the thread

    7) In the left lower corner search type: system or system control > open system control panel > on the left pane click advanced system settings
    a) > on the advanced tab under startup and recovery > click settings > post an image of the startup and recovery into the thread.
    b) > on the advanced tab under performance > click on settings > under performance options > click on the advanced tab > under virtual memory > click on change > post an image of the virtual memory tab into the thread

    8) Open device manager> click view > show hidden devices > expand all rows> look for any row displaying an icon that is a triangle with a black exclamation mark or an unknown device > if any are seen then post an image into the thread

    9) Uninstall system mechanic

    10) Run memtest86+ version 5.01 for at least 8 passes. Memtest86+ - Advanced Memory Diagnostic Tool
    This may take hours so plan to run it overnight.
    a) Please make sure you use the Memtest86+ version 5.01 with the link below.
    Memtest86+ - Advanced Memory Diagnostic Tool
    The testing is done not by time but by passes.
    The more passes the better.
    There are a significant number of false negatives if fewer than 8 passes are made.
    A false negative is a test pass when there is malfunctioning RAM.
    There is 12 GB of RAM on the computer.
    Memtest86+ version 5.01 testing takes approximately 1 - 2 hours /GB RAM
    Just 1 error is a fail and you can abort testing.
    Then test 1 RAM module at a time in the same DIMM each for 8 or more passes.
    b) When Memtest86+ version 5.01 has completed 8 or more passes use a camera or smart phone camera to take a picture and post an image into the thread.
    Memory problems. - Microsoft Community
    MemTest86+ - Test RAM | Windows 10 Tutorials

    11) Open HP.com > click support and drivers> enter the product or serial number > select the operating system > view drivers > post a URL or hyperlink into the thread
    Last edited by zbook; 09 Jun 2018 at 21:01.
      My ComputerSystem Spec

  10.    10 Jun 2018 #10

    Hi Zbook,

    Thanks for the thorough test protocol. I'll follow up with these.

    The PC is still on warranty, and I've spoken with them a few times. They made a few changes (via LoMein or whatever it's name is). Change pagefile settings. etc.

    They are recommending that I wipe the main drive clean and go back to virgin factory settings for Windows, but I expected them to say that. As I run a business, that would cause major disruption and downtime. I do use Acronis top do an image backup to external SSD.

    Did you have a chance to review the beta log collector?? Just wondering if it pointed out area of corruption.

    My PC is all stock. I installed a second WD HDD for my business files. I do no overclock anything. BSOD happens a few times a week. If I leave PC running...all is fine and it runs great (so I should just not power it down ...I guess). Is System Mechanic a bad tool?

    I'll run the mem tester. Again...stock from HP.

    Thanks

    John
      My ComputerSystem Spec


 
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