Problems after upgrade to 1909.Black screen with Personalized Settings

A HP notebook (1703 or 1709) with multiple failed Windows upgrades had a successful upgrade today.

Before the upgrade scannow, restorehealth, and chkdsk /scan were ran.


A Windows 10 iso 1909 was downloaded to the desktop.
Setup.exe was launched
Windows updates were performed during the upgrade.

The upgrade completed.
There were some messages such as getting things ready.
The screen appeared black.

Control + alt + delete were clicked then restart.
The restart displayed a blue screen with rotating dots for 1 hour and was powered off.

Upon reboot the screen was again black.
This time though there was a white strip in the left upper corner with a rectangular box displaying: Personalized Settings

When the mouse was moved to the personalize settings box the white mouse turned into a rotating blue circle.
When the mouse was removed from the box it appeared as a normal mouse pointer.

When the Personalized Settings was clicked it displayed: Personalized Settings (Not responding)

Control + alt + del displayed a blue background with:
Lock
Switch User
Sign out
Change a password
Task Manager

Clicking Task Manager displayed:

Windows Explorer

Windows Explorer is not responding.
If you close the program you may lose information

Close the program
Wait for the program to respond

Close the program > wait to report to Microsoft > black screen with white mouse

Control + alt + delete > same choices

In the right lower corner shutdown was clicked.


The power cord was removed (no battery installed) and the power button was held down for 30 seconds.

Power on hp with rotating dots > black screen with white mouse > rotating blue circle at times at tip of mouse.

Win + Control + Shift + B > produces a sound with mouse flicker > no change in black screen


3 power off/on were performed > preparing automatic repair > diagnosing your PC > repairing disk errors this might take over one hour to complete > took less than a few minutes > desktop appeared > logon was performed > black screen with Personalized Settings in the left upper corner > placed mouse inside box with change to blue rotating circle

So it was reproducible.

What are the troubleshooting options

The following steps were performed:
1) Ran HP UEFI diagnostics: Version 7.0.1.0

These were tested with all passes:

Processor check
Wireless module check
Hard drive SMART
Hard drive short DST
Hard drive optimized DST
Hard drive long DST
Memory extensive test
Video Memory check
System board

2) Ran chkdsk /r /v > no problems

3) Upgraded the BIOS > black screen with left upper corner Personal Settings (not responding) > Windows Explorer is not responding

4) Booted into safe mode with networking > black screen


Any help appreciated.

A black screen with 'personal settings' is sometimes seen at the first sign in after a CU (when the CU has made changes that require the personal settings to be updated). There is usually only a brief delay before the normal desktop appears. It seems this one has got stuck...

These personal settings are 'per account'. Do you have another account you can sign in with?

Bree said:

A black screen with 'personal settings' is sometimes seen at the first sign in after a CU (when the CU has made changes that require the personal settings to be updated). There is usually only a brief delay before the normal desktop appears. It seems this one has got stuck...

These personal settings are 'per account'. Do you have another account you can sign in with?

From safe mode > contol + alt + del > switched user > Hi We have updates that might take several minutes > don't turn off your PC > Leave everything to us > Making sure everything is ready to go > These updates help protect you in an online world > black screen > contol + alt + del > attempted reboot safe mode with shift restart > displayed Someone is still using this PC. If you restart now, they could lose unsaved work > clicked switch user > displayed safe mode Build 18362.19h1_release.190318-1202 with black screen > control + alt + del > sign out > logon window > still displaying Someone else is still using this PC. If you restart now, they could lose unsaved work. > restart anyway (shift + restart) > opened Choose an option > selected turn off your PC.

Power on > hp icon > rotatin white dots on black background > blue background with please wait and rotating white dots > splash screen > clicked enter > logon screen > entered password > welcome with rotating white dots > black screen with Personalized Settings in left upper corner > when mouse is placed in the Personalized Settings box it changed to a rotating blue circle > control + alt + delete > shutdown

Booted using Kyhi boot rescue using F9 > Microsoft icon > desktop > opened this PC, control panel, and administrator command prompt

The switching of users made Personal Settings disappear followed by updates (not checked to see if any changes made) > switched users Personal Settings (not responding) reappeared with change of users

What other troubleshooting options are there?

Had you seen these troubleshooting steps for older Widows builds:
How to fix Windows 10 personalized settings not responding - Win10 FAQ
Steps 4 onward (registry steps)

What other troubleshooting steps?
Anything with Kyhi boot rescue?

Well that from my experience is Internet Explorer doing a major update.
So if you were running IE 10 for instance, then upgraded to IE 11, you would get this box at top left upon restart.
But as Windows 10 is using Edge, there must be a problem/conflict somewhere with the old Internet Explorer updating along side Edge.
I'll have a think of any other possibilites

Edit: What OS was she running before the upgrade? Or sorry what was the original operating system she had?

It was 1703 or 1709 before the upgrade.
(Upgrade performed with iso downloaded to desktop > in place upgrade repair > updates during upgrade > black screen with left upper corner Personalized Settings box.
When the Personalized Settings box title bar was clicked > displayed nonresponsive
Clicking inside the box > new pop up > Windows explorer not responding

As Bree commented > switching to different user > Windows attempted updates

Right, thats interesting then.
Can you get into Apps and Features? Then Optional features? Uninstall Internet Explorer 11. Thats the first thing.

Now get into Control Panel and Programs and Features, then 'Turn Windows features on or off' Find Internet Explorer 11 and take the tick out. Restart and see what might happen hehe.
Its all i can think of for now zbook