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Black screen of death?

Hi,

My fix has worked correctly, which is great :) All the corruptions are now fixed.

Let me know how the system performs, and if the issues return, I'll be more than happy to help!

Regards,
Stephen
 
Bad news. Got the Black screen again. I only tried it one time after fix. Didn't use laptop yesterday. Suggestions?
 
Hmm... let's get some logs...

- open Event Viewer (eventvwr.msc)
- expand the Custom Views category (left click on the > next to the words "Custom Views")
- right click on Administrative Events
- select "Save all Events in Custom View as..."
- save the file as Admin.evtx
- zip up the file (right click on it, select "Send to", select "Compressed (zipped) folder")
- upload it with your next post (if it's too big, then upload it to a free file-hosting service and post a link here).

Regards,
Stephen
 
Right, this is going to sound a little weird, but bear with me!

First, a very quick background. You have an NVidia card in your system. When NVidia wants to update the software for the card and any drivers, they create their own user account called UpdatesUser. The computer reboots into this user, and performs the update. When it reboots again, the system boots back into the normal account. You don't normally see this UpdatesUser account.

Here is what NVidia says about it:

Purpose of the 'UpdatusUser' Account

Beginning with driver version 188.97 for Optimus notebooks, the driver creates a special Windows user account for security purposes, named UpdatusUser.1 This account is a dedicated and write-restricted user account that runs a service for updating Optimus profiles through the NVIDIA server. The service cannot be run without this account. On Optimus notebooks, this account is created regardless of whether NVIDIA Update is installed. When NVIDIA Update is installed, the additional driver update, application profile and SLI profile update capabilities become available.

Beginning with Release 270 drivers for desktops, when NVIDIA Update is installed, the software creates the UpdatusUser account. This account runs the NVIDIA Update service for updating application profiles through the NVIDIA server. Again, the service cannot be run without this account.
Click to expand...

The reason I'm wittering on about this, is because of the following errors in your logs:

Code: 
03/11/2013 02:06:28 PM

The nvUpdatusService service was unable to log on as .\UpdatusUser with the currently configured password due to the following error: 
Logon failure: the specified account password has expired.

To ensure that the service is configured properly, use the Services snap-in in Microsoft Management Console (MMC).

Followed by

Code: 
03/11/2013 02:06:28 PM

The NVIDIA Update Service Daemon service failed to start due to the following error: 
The service did not start due to a logon failure.

3 minutes after this error, the system is shut down:
Code: 
03/11/2013 02:09:58 PM

The previous system shutdown at 9:08:53 AM on ‎11/‎3/‎2013 was unexpected.

Before I go about fixing this, can you provide the specs of this PC to me, specifically if this is a laptop or a desktop, and the graphics card information.

If you don't know this information, please download and install Speccy by Piriform - Speccy - Standard. Open the program, wait for it to gather all of its information, and click

File --> Save Snapshot

Choose somewhere to save the file and press OK. Then zip the file and upload it to your next post.

Any questions or issues, let me know

Regards,
Stephen
 
Tekno Venus said:
Right, this is going to sound a little weird, but bear with me!

First, a very quick background. You have an NVidia card in your system. When NVidia wants to update the software for the card and any drivers, they create their own user account called UpdatesUser. The computer reboots into this user, and performs the update. When it reboots again, the system boots back into the normal account. You don't normally see this UpdatesUser account.

Here is what NVidia says about it:

Purpose of the 'UpdatusUser' Account

Beginning with driver version 188.97 for Optimus notebooks, the driver creates a special Windows user account for security purposes, named UpdatusUser.1 This account is a dedicated and write-restricted user account that runs a service for updating Optimus profiles through the NVIDIA server. The service cannot be run without this account. On Optimus notebooks, this account is created regardless of whether NVIDIA Update is installed. When NVIDIA Update is installed, the additional driver update, application profile and SLI profile update capabilities become available.

Beginning with Release 270 drivers for desktops, when NVIDIA Update is installed, the software creates the UpdatusUser account. This account runs the NVIDIA Update service for updating application profiles through the NVIDIA server. Again, the service cannot be run without this account.
Click to expand...

The reason I'm wittering on about this, is because of the following errors in your logs:

Code: 
03/11/2013 02:06:28 PM

The nvUpdatusService service was unable to log on as .\UpdatusUser with the currently configured password due to the following error: 
Logon failure: the specified account password has expired.

To ensure that the service is configured properly, use the Services snap-in in Microsoft Management Console (MMC).

Followed by

Code: 
03/11/2013 02:06:28 PM

The NVIDIA Update Service Daemon service failed to start due to the following error: 
The service did not start due to a logon failure.

3 minutes after this error, the system is shut down:
Code: 
03/11/2013 02:09:58 PM

The previous system shutdown at 9:08:53 AM on ‎11/‎3/‎2013 was unexpected.

Before I go about fixing this, can you provide the specs of this PC to me, specifically if this is a laptop or a desktop, and the graphics card information.

If you don't know this information, please download and install Speccy by Piriform - Speccy - Standard. Open the program, wait for it to gather all of its information, and click

File --> Save Snapshot

Choose somewhere to save the file and press OK. Then zip the file and upload it to your next post.

Any questions or issues, let me know

Regards,
Stephen
Click to expand...
Code: 
Will this suffice? It's a Laptop [\code]
 

Attachments

  • VideoCardInfo.JPG
    VideoCardInfo.JPG
    29.1 KB · Views: 1
Hi,

Could you please provide the speccy report for me please. It contains a lot more information that could prove very useful.

Tekno Venus said:
If you don't know this information, please download and install Speccy by Piriform - Speccy - Standard. Open the program, wait for it to gather all of its information, and click

File --> Save Snapshot

Choose somewhere to save the file and press OK. Then zip the file and upload it to your next post.
Click to expand...

Regards,
Stephen
 
Hope this is what you needed. Just so you know, when I boot up after it's off I get the Black screen. I wrote down how to restart windows from just using the keyboard due to the fact I can't see screen due to it being black. (Windows key...arrow right x2...arrow down x4) After I do that and windows restarts I don't get the black screen and it boots up fine. Weird? In other words, it only goes black screen on start up. If I do the restart button it then boots up fine. Good luck. Randy
 

Attachments

Also I just ran a Windows update and the below update failed twice. However now it doesn't show up any more as a needed update. Randy
 

Attachments

  • Failed update 11.06.2013.jpg
    Failed update 11.06.2013.jpg
    12.8 KB · Views: 3
Hi,

Right, let's try my first fix. :) I have tested this on my own system with no adverse side effects.

Command Prompt

Warning: this fix is specific to the user in this thread. No one else should follow these instructions as it may cause more harm than good. If you are after assistance, please start a thread of your own.


  1. Click on the Start
    Start%20Orb.jpg
    button and in the search box, type Command Prompt
  2. When you see Command Prompt on the list, right-click on it and select Run as administrator
  3. When command prompt opens, copy and paste the following commands into it, press enter after each

    WMIC USERACCOUNT WHERE "Name='UpdatusUser'" SET PasswordExpires=FALSE
Let me know how the system performs after running this command.

Stephen
 
Did what you said to do. Then shut it down and fired it back up and it booted fine:) However not to seem pessimistic but I think after the first fix we tried it worked the first time too :( Will shut it down and fire it up at least 2x today, then will try it tomorrow morning when I get up. Will msg you to let you know if it's fixed. Can you msg me and tell me what you think caused it to do that? Thanx for all your help, Randy
 
Hello Stephen, Started it up multiple times yesterday w no issues. Got up this morning and....Black Screen again. However, this time when I did the restart using my keyboard it didn't restart, it went right into the startup process. Suggestions? Randy
 
Hmmm... that's annoying.

Let's take a look at the latest event viewer logs. Hopefully it'll have caught something when the black screen occurred.

- open Event Viewer (eventvwr.msc)
- expand the Custom Views category (left click on the > next to the words "Custom Views")
- right click on Administrative Events
- select "Save all Events in Custom View as..."
- save the file as Admin.evtx
- zip up the file (right click on it, select "Send to", select "Compressed (zipped) folder")
- upload it with your next post (if it's too big, then upload it to a free file-hosting service and post a link here).

I'm hoping that the latest black screen was a one off. :)

Stephen
 
Annoying is right, but grateful for your patience. Here you go. Also just a note. I tried it when I got home today and it did same thing so you may see it twice not booting.
 

Attachments

Hi,

This is seeming more and more related to the graphics card - but to do with the drivers rather than hardware.

From the latest event viewer:

Code: 
The description for Event ID 1 from source NvStreamSvc cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event: 

NvStreamSvc
NvVAD initialization failed [6]

Let's see what I can do about that. I'm going to disable the NVidia streaming service, because it is not necessary for normal operation of the computer, unless you have an NVidia Shield game console. If you do have an NVIdia shield console, don't perform the following steps.

Please start by creating a system restore point. Create a restore point

Command Prompt

Warning: this fix is specific to the user in this thread. No one else should follow these instructions as it may cause more harm than good. If you are after assistance, please start a thread of your own.

  1. Click on the Start
    Start%20Orb.jpg
    button and in the search box, type Command Prompt
  2. When you see Command Prompt on the list, right-click on it and select Run as administrator
  3. When command prompt opens, copy and paste the following commands into it, press enter after each

    sc stop "NvStreamSvc"
    sc config "NvStreamSvc" start= disabled


    [*]Right click the command prompt and click Select All. Press the Enter key on your keyboard. This will copy the command prompt into the clipboard. Paste it into your next post.


I'm also curious about these errors:

Code: 
Name resolution for the name iblypcxylxkq4numbbuz7hga6p2ryy6g34iysu3adgnlsijucxhfdvdgqm.falconhat.org timed out after none of the configured DNS servers responded.

The random string of letters is seemingly different each time. I looked up Falconhat.org, but didn't find anything. I'm curious as to what is requesting xyz.falconhat.org.

I'm suspicious of malware here. I'm going to get you to run a preliminary scan, and may hand you over to our security experts if anything is found. Please scan your computer with MalwareBytes Anti-Malware - How to use Malwarebytes Anti-Malware to scan and remove malware from your computer. Don't install the free trial of MalwareBytes Pro. A quick scan will suffice. When the log is produced at the end, please paste it into your next post between [CODE][/CODE] tags.

Regards,
Stephen
 
Tekno Venus said:
Hi,

This is seeming more and more related to the graphics card - but to do with the drivers rather than hardware.

From the latest event viewer:

Code: 
The description for Event ID 1 from source NvStreamSvc cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event: 

NvStreamSvc
NvVAD initialization failed [6]

Let's see what I can do about that. I'm going to disable the NVidia streaming service, because it is not necessary for normal operation of the computer, unless you have an NVidia Shield game console. If you do have an NVIdia shield console, don't perform the following steps.

Please start by creating a system restore point. Create a restore point

Command Prompt

Warning: this fix is specific to the user in this thread. No one else should follow these instructions as it may cause more harm than good. If you are after assistance, please start a thread of your own.

  1. Click on the Start
    Start%20Orb.jpg
    button and in the search box, type Command Prompt
  2. When you see Command Prompt on the list, right-click on it and select Run as administrator
  3. When command prompt opens, copy and paste the following commands into it, press enter after each

    sc stop "NvStreamSvc"
    sc config "NvStreamSvc" start= disabled
    [*]Right click the command prompt and click Select All. Press the Enter key on your keyboard. This will copy the command prompt into the clipboard. Paste it into your next post.


I'm also curious about these errors:

Code: 
Name resolution for the name iblypcxylxkq4numbbuz7hga6p2ryy6g34iysu3adgnlsijucxhfdvdgqm.falconhat.org timed out after none of the configured DNS servers responded.

The random string of letters is seemingly different each time. I looked up Falconhat.org, but didn't find anything. I'm curious as to what is requesting xyz.falconhat.org.

I'm suspicious of malware here. I'm going to get you to run a preliminary scan, and may hand you over to our security experts if anything is found. Please scan your computer with MalwareBytes Anti-Malware - How to use Malwarebytes Anti-Malware to scan and remove malware from your computer. Don't install the free trial of MalwareBytes Pro. A quick scan will suffice. When the log is produced at the end, please paste it into your next post between [CODE][/CODE] tags.

Regards,
Stephen
Click to expand...


Code: 
Malwarebytes Anti-Malware 1.75.0.1300
[URL="http://www.malwarebytes.org"]www.malwarebytes.org[/URL]
Database version: v2013.11.09.05
Windows 7 Service Pack 1 x64 NTFS
Internet Explorer 10.0.9200.16721
Randy :: RANDY-ASUS [administrator]
11/9/2013 9:17:22 AM
mbam-log-2013-11-09 (09-17-22).txt
Scan type: Quick scan
Scan options enabled: Memory | Startup | Registry | File System | Heuristics/Extra | Heuristics/Shuriken | PUP | PUM
Scan options disabled: P2P
Objects scanned: 258691
Time elapsed: 5 minute(s), 48 second(s)
Memory Processes Detected: 0
(No malicious items detected)
Memory Modules Detected: 0
(No malicious items detected)
Registry Keys Detected: 0
(No malicious items detected)
Registry Values Detected: 0
(No malicious items detected)
Registry Data Items Detected: 0
(No malicious items detected)
Folders Detected: 0
(No malicious items detected)
Files Detected: 0
(No malicious items detected)
(end)
 
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Windows\system32>sc stop "NvStreamSvc"
SERVICE_NAME: NvStreamSvc
TYPE : 10 WIN32_OWN_PROCESS
STATE : 1 STOPPED
WIN32_EXIT_CODE : 0 (0x0)
SERVICE_EXIT_CODE : 0 (0x0)
CHECKPOINT : 0x0
WAIT_HINT : 0x0
C:\Windows\system32>
C:\Windows\system32>sc config "NvStreamSvc" start= disabled
[SC] ChangeServiceConfig SUCCESS
C:\Windows\system32>
 
r4kolb said:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Windows\system32>sc stop "NvStreamSvc"
SERVICE_NAME: NvStreamSvc
TYPE : 10 WIN32_OWN_PROCESS
STATE : 1 STOPPED
WIN32_EXIT_CODE : 0 (0x0)
SERVICE_EXIT_CODE : 0 (0x0)
CHECKPOINT : 0x0
WAIT_HINT : 0x0
C:\Windows\system32>
C:\Windows\system32>sc config "NvStreamSvc" start= disabled
[SC] ChangeServiceConfig SUCCESS
C:\Windows\system32>
Click to expand...

:thumbsup2: That's worked as expected.

Keep an eye on the system now and let me know if it black screens again.

Stephen
 
Yesterday when I left it running and did some work around the house when I came back it had gone into what I think was hibernation. When I hit the power button I got some weird msg stating it couldn't wake out of hibernation and would have to restart and any unsaved data would be lost. I went into power settings and made all the power settings to power down rather then hibernate. Thought it was already set like that but some were on set to hibernate. I should have wrote down all that the screen said but didn't. If it happens again I will be sure to do that. Also it booted up fine this morning. Randy
 
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