Acer 6920 - BSOD or Black screen with mouse pointer

[darkfng]

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.

 

[gregrocker]

Every step possible to start unbootable WIn7 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 Win7 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.

 

[darkfng]

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?

 

[darkfng]

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.

 

[Kaktussoft]

First perform a "memory diagnostics" using memtest86 Memtest86.com - Memory Diagnostic
Or this http://www.sevenforums.com/tutorials/715-memory-diagnostics-tool.html

Next open a command prompt on boot: http://www.sevenforums.com/tutorials/682-command-prompt-startup.html
And do:

diskpart
list vol
exit
 
[COLOR=red]!Now you know the drive letters. Ignore CD/DVD[/COLOR]
 
chkdsk/f  c:
chkdsk/f  d:
chkdsk/f  e:

So chkdsk all volumes
No errors? Repaired? run it again to prove no corruption anymore

 

[gregrocker]

How is Win7 being activated? I believe the Boot menu you describe is normally seen with an illegal Win7 loader used to crack activation.

 

[Kaktussoft]

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?

 

[darkfng]

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.

 

[gregrocker]

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: http://www.sevenforums.com/windows-...n-issue-posting-instructions.html#post1957831

 

[darkfng]

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.

 

[Kaktussoft]

What is the 144.04GB partition used for? it has only 172MB used space so is almost empty!

• Select that partition do move/resize so make it smaller. Drag the right border handle
• Select OS partition do move/resize so make it larger. Drag the left border handle
• click apply

How to Move/Resize Partition with partition manager? Partition Wizard Move/Resize Partition Video Help.

What why is OS partition full???!! Was it always size 140GB?
Did you use recovery tools that maybe caused it?

Partition wizard only works if using "other" graphics driver, but not with default one.... strange.
Since almost all boot attempts (win7 install dvd, win7 normal boot, safe mode after displaying a lot of driverstuff, partition wizard) all fail and end in black screen... your graphics card is faulty!

 

[darkfng]

The 140 GB drive that is almost empty is my D drive, I moved all of my music, videos and pictures onto a USB on Thursday when I managed to access the drive using Parted Magic.

Why is OS drive full? I don't know! I may have caused a problem in my attempts to fix it, or maybe it is showing that way as a consequence of the initial fault.

I created the 2 partitions a long time ago, both were made 140 ish GB

Is my graphics card really faulty or will it not work properly because the C drive is completely full?

I really think I should use Paragon rescue to delete some of the data on that drive.

If that does nothing then try resizing the partition as you suggested.

Does that sound like a plan? Or the crazed ramblings of a user in way over his head?

 

[Kaktussoft]

partition wizard and many other boot disks don't care about a full disk. You saw it yourself... partition wizard did start finally. Please shrink Data partition a bit by dragging the right border handle. Afterwards extend win7 OS partition by dragging the left handle. Now click apply. Takes only 1 minute to finish!

You can always do the opposite later to make it the same as it was!

After resizing try to reboot. Same problem? Other problem?

 

[Kaktussoft]

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?

slipstreaming is useless! You are tried the ISO with SP1.
system repair disk is using the same mini-windows as installation dvd so will end in black screen as well.

 

[darkfng]

I reduced the D drive by 50GB.

But I am unable to extend the C drive. It says Error code 2 Not enough memory.

I tried extending it by varying amounts.

 

[darkfng]

BTW thanks for post 14, I assumed as much but I don't really have the knowledge to make such assumptions.

 

[Kaktussoft]

I reduced the D drive by 50GB.

But I am unable to extend the C drive. It says Error code 2 Not enough memory.

I tried extending it by varying amounts.

look at your screenshots! it says 6.95GB free on win7 OS partition (only on 1 screenshot). Can you explain why?

Is Data partition realy shrunken or didn't he complete that?
Reboot and try again.

memory faults can cause many strange errors. Burn an memtest86 ISO and boot from it and check your memory. Memtest86.com - Memory Diagnostic click "free download"

 

[Kaktussoft]

I reduced the D drive by 50GB.

But I am unable to extend the C drive. It says Error code 2 Not enough memory.

I tried extending it by varying amounts.

Now I see the 6.95GB unused space is what happens if operation succeeds (which didn't)

 

[darkfng]

Memtest has crashed 3 times now. I only saw the point at which it crashed once which was on Test 10 at 60%. I don't want to run it again at the moment as the laptop is getting quite hot. I assume this is related to memtest.

As to the other suggestion in post 5, I cannot open a command prompt at startup using either option 1 or 2.

At this point, nearing the end of day 3, I am leaning towards reinstalling Windows 7.

How can I get to that point? Format the drive? Using which program?

Is there anything else I should be trying before I get to that point?

 

[Kaktussoft]

Memtest has crashed 3 times now. I only saw the point at which it crashed once which was on Test 10 at 60%. I don't want to run it again at the moment as the laptop is getting quite hot. I assume this is related to memtest.

As to the other suggestion in post 5, I cannot open a command prompt at startup using either option 1 or 2.

At this point, nearing the end of day 3, I am leaning towards reinstalling Windows 7.

How can I get to that point? Format the drive? Using which program?

Is there anything else I should be trying before I get to that point?

memtest is NOT using win7.... it's NOT a win7 problem!! Reinstall is not a solution and not even possible!

What I know now:

• Harddisk has all contents on it. No reason to think it's a bad drive/partition
• memtest, win7 install dvd, partition wizard behave strange. Most and up in black screen. So I thought it was a graphics card that was faulty
• memtest runs fine for a long time .. then crashes don't know why.

Even when laptop is cold it can't boot to many bootable CD's/DVD's. Was it always that hot before?