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Windows 7: Acer 6920 - BSOD or Black screen with mouse pointer


04 Oct 2012   #1

Windows 7 Professional x64
 
 
Acer 6920 - BSOD or Black screen with mouse pointer

Hello, I would be very grateful for a solution to this problem.

My Acer 6920 has been working happily with Windows 7 64 bit for maybe a year or so. Recently I left it on top of the fridge in hibernate mode for a few days. Upon trying to start the computer Windows 7 progressed to “windows is starting” logo then blue screened and turned off.

Since then any restart gives me two and only two options.

1. Launch startup repair – selecting this option leads to a black screen with a mouse pointer - I left it overnight and it was still the same. I never get to see startup repair.

2. Start windows normally – this leads to the blue screen.

I have tried using my windows 7 usb to boot into the repair options that are on the windows install disk, but after it says “windows is starting” I am left staring gormlessly at another black screen with a mouse pointer.

I shall as a last resort take the laptop to the acer repair shop here, but would love to get it fixed myself. It is quite important that I rescue my work documents; they were last backed up a month ago.

But as it stands I cannot see how I could even format and reinstall windows 7. Nothing works.

Following the advice on this page I have now put Hiren's boot cd onto a bootable usb, and have seen the first signs of life from the laptop. The mini XP will not load up, but the Parted Magic program did load.

Parted Magic was able to read the files on the D drive partition, mainly music and movies but I did find some family photos and videos. I have managed to save everything from the D drive to an external usb drive.

However Parted Magic was unable to read anything on the C drive partition, the place where all of my work is saved.

There are many tools on Hiren's Boot cd, none of which I have a clue how to use yet. I would appreciate some guidance on how to proceed and which program to use.

I would prefer to copy all of my files from the laptop and then attempt a fix, but am not sure what the next step should be.

Thanks taking the time to read this, really hope someone can help.

My System SpecsSystem Spec
.

04 Oct 2012   #2
Microsoft MVP

 

Every step possible to start unbootable Windows 7 is in the tutorial.

You must start at the top of the steps to disinfect the OS or it may not repair.

Try running Startup Repair from the installer (which is provided) or System Repair CD. Did you assure Windows 7 is marked Active as instructed?

If you take it to a shop without completing the steps then you have not done the work. You even have everything you need to either run Acer Factory Recovery or get the superior Clean Reinstall - Factory OEM Windows 7 .

Start at Step 1 and work your way through every step in the actual order, not pick and choose.
My System SpecsSystem Spec
05 Oct 2012   #3

Windows 7 Professional x64
 
 

Thanks for the reply, I shall endeavour to follow the list without allowing frustration to lead me to skip ahead.

Step 1.

I gave up on this step previously as pressing F8 brought up a screen with these options:

Windows 7/Vista/Server (Pointer)
Windows 7/Vista/Server
Windows 7/Vista/Server (Debug – Default mode)
Windows 7/Vista/Server (Debug – Legacy mode)
Windows 7/Vista/Server (No SLIC - Pointer)
Windows 7/Vista/Server (No SLIC)
Windows NT/2000/XP
Loader Help

However it seems F8 is temperamental and sometimes brings up the above options and sometimes brings up the Advanced Boot Options.

Choosing Safe Mode with Networking leads to a “please wait” as stuff loads, it stops when it reaches windows\system32\drivers\CLASSPNP.SYS - This is shortly followed by a BSOD.

Step 2.

Yesterday, Windows Defender led to a black screen with 4 blue squares and a spinning row of dots, and then to a black screen where nothing happened after 10 minutes. I gave up and this was the point at which I began skipping ahead!

Today Windows Defender led to a black screen with 4 blue squares and a spinning row of dots, then to a black screen where nothing happened after 20 minutes, but then a message popped up and disappeared very quickly. It seemed to say “Your Pc ran into a problem...” (The message goes away too quickly to read it all)

I did this twice with the same result.

I then moved on to Kaspersky Rescue Disk 10 – This gets to a screen stating “Launching GRUB” and stays there for 30 minutes at which point I concluded this step was over.

Step 3.

Windows will not start so this is not possible.

Step 4.

Option 1 - I selected Repair Computer from the advanced boot options, which led to a black screen with a mouse pointer after 90 minutes I called it a day.

Option 2 – The Windows Installation USB says “Windows is loading files...” then “Starting Windows” then a black screen with a mouse pointer.

Do I need to try the Slipstream Windows 7 and System repair disc approach as well or is it safe to assume they will end in a black screen with a mouse pointer?

Step 5.

I tried using the Windows 7 SP1 iso (X17-59186) burned onto a USB yesterday, my mind is a bit hazy but I think it led to a black screen with a mouse.
Today it says “Windows is loading files...” then “Starting Windows” then a black screen with a mouse pointer.

Step 6.

I cannot access System Recovery options so this is not possible.

Step 7.

I cannot access System Recovery options so this is not possible.

Step 8.

This step is a little daunting. I have Hiren’s boot cd and will have a look for Partition Wizard and attempt to complete this step. But before I get too far into that I wonder if I need to try the Slipstream and System repair disc approaches to access System Recovery Options from Step 4?
My System SpecsSystem Spec
.


05 Oct 2012   #4

Windows 7 Professional x64
 
 

I see a notice advising of the correct posting instructions for a BSOD. It seems to me that I cannot follow any of those instructions because I cannot boot into windows.

Please advise me if I am not understanding that correctly. I am sure it would be useful if I could provide one of the types of dump file.
My System SpecsSystem Spec
05 Oct 2012   #5

Microsoft Community Contributor Award Recipient

Microsoft Windows 7 Home Premium 64-bits 7601 Multiprocessor Free Service Pack 1
 
 

First perform a "memory diagnostics" using memtest86 Memtest86.com - Memory Diagnostic
Or this Memory Diagnostics Tool

Next open a command prompt on boot: Command Prompt at Startup
And do:

Code:
diskpart
list vol
exit
 
!Now you know the drive letters. Ignore CD/DVD
 
chkdsk/f  c:
chkdsk/f  d:
chkdsk/f  e:
So chkdsk all volumes
No errors? Repaired? run it again to prove no corruption anymore
My System SpecsSystem Spec
05 Oct 2012   #6
Microsoft MVP

 

How is Windows 7 being activated? I believe the Boot menu you describe is normally seen with an illegal Windows 7 loader used to crack activation.
My System SpecsSystem Spec
05 Oct 2012   #7

Microsoft Community Contributor Award Recipient

Microsoft Windows 7 Home Premium 64-bits 7601 Multiprocessor Free Service Pack 1
 
 

Choosing Safe Mode with Networking leads to a “please wait” as stuff loads, it stops when it reaches windows\system32\drivers\CLASSPNP.SYS - This is shortly followed by a BSOD.

=>What does the BSOD display?
My System SpecsSystem Spec
05 Oct 2012   #8

Windows 7 Professional x64
 
 

Wow, thanks for all the replies!

I finally got Step 8 to work and was able to look at my files on the C drive. I will put together a more informative post tomorrow with an image of what I can see in Partition Wizard. But I was shocked to see that the C partition is completely full at 140GB. I am not sure what that means. Also the rebuild mbr buttons were greyed out.

Anyway I could not help skipping ahead to step 9 and using Paragon Rescue to go in and save my work files. Which has been completed and I have checked that those files work on another pc. I am now in the process of rescuing everything I might want from the C drive. This will complete overnight. I shall be very relieved to have saved everything.

Come morning I shall endeavour to ascertain what the BSOD says after Choosing Safe Mode with Networking.

I will also look more at post 5 and try to see what I can do to get the PC fixed.

With regard to an an illegal Windows 7 loader used to crack activation I certainly hope not. I installed Windows 7 myself using my discs. The one and only time that the laptop has been out of my possession was when I had to leave it at a shop to get a problem with the power sorted out.

I can't recall if they reinstalled the OS, I know it came back with some shiny new programs that they thought I needed. I live in Thailand and people thought I was crazy paying for Windows 7 when copies where available at a fraction of the cost. I am sure they would think nothing of shoving a cracked copy on to cover a mistake. How can I check? The fact that they installed programs without asking me is why I have not trusted them to either a) fix my laptop or b) rescue my data.

Thanks again for all the replies, I am greatly relieved to have all of my work files saved and look forward to finding and fixing the cause of the problem. But that can wait for tomorrow.
My System SpecsSystem Spec
05 Oct 2012   #9
Microsoft MVP

 

You have to highlight the disk to show Rebuild MBR. Which partition is marked Active? It would help to see a camera snap of the drive map: Screenshots and Files - Upload and Post in Seven Forums - Windows 7 Forums

Please also run this tool and post back the output as shown: Windows Genuine and Activation Issue Posting Instructions
My System SpecsSystem Spec
06 Oct 2012   #10

Windows 7 Professional x64
 
 

Many thanks again for the help so far.

I have completely rescued, saved and checked everything that I need from my laptop. I am now free to take whatever measures are necessary to fix the laptop.

Step 8.

I now have Partition Wizard on a bootable USB, I can choose from three options:

Boot from a Partition Wizard Boot Disc
Boot from a Partition Wizard Boot Disc (Safe Mode)
Boot from a local drive

The last option does not work at all.

The first two options give me 4 choices of resolutions

1024 x 768 default driver. (Default)
800 x 600 default driver.
1024 x 768 other driver.
800 x 600 other driver.

With the first two, using the default driver, I am sent to a black screen, no mouse pointer.

But with option 3 Partition Wizard loads! I have attached the screenshots.

Two things stand out to me, the first is the fact that the C drive is now completely full. I am sure was not before the error occurred. It was at about 90GB. The second is that the default drivers graphics drivers do not work. I am sure this means more to you than it does to me.

The C drive is marked as active.

I have highlighted the HD, Disk 1, clicked Rebuild MBR and Apply.

Attempting to start windows normally led to a BSOD
Attempting to launch startup repairs leaves me hanging with a black screen with a mouse pointer.

Should I try making one of the other partitions active? I believe PQ service (10GB) came with the laptop, and maybe the other smaller one (3.54 GB) arrived when I put on Windows 7?

Or should I delete some of these files from the C drive? Surely having it full to capacity is causing a problem. I think I can delete files using the Paragon Rescue program.

I shall await your replies before proceeding.

Thanks again.
My System SpecsSystem Spec
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 Acer 6920 - BSOD or Black screen with mouse pointer




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