Black Screen after upgrade

If you see the black screen only after sign-in and you can see a mouse cursor:

1. While at the black screen, try using CTRL+SHIFT+ESC to start Task Manager.
2. If it becomes visible, try finding LockAppHost.exe on the Details tab and ending the task.
1. If this resolves the black screen, use corruption resolution steps (dism, then sfc), and run the all apps PowerShell command in 3080495.
3. If this does not work, then Explorer.exe probably crashed. you can start Internet Explorer to achieve an LMI connection to then perform some other troubleshooting:
1. In Task Manager, File, Run. iexplore.exe
2. Once you achieve a connection you can use a few tools started from Task Manager to make progress:
3. Appwiz.cpl: Look for Antivirus software or other apps that may cause issues with the shell. Uninstall them. Then restart.
4. Compmgmt.msc: This is Computer Management, where you can find the Event Viewer to search for details on an Explorer.exe error.
5. CMD started as Admin: Use this for various commands, like creating a new administrator user with the following commands (changing “<password>” to something of the customer’s choosing):
      net user test <password> /add
      net localgroup Administrators test /add
   This will give you a test user to try, which will confirm if the issue is user or system-specific.

If you see the black screen or have a flickering screen before sign-in:

1. Try connecting to different video outputs on the PC. Sometimes a change in driver can cause the video to be sent:
• To a different Adapter: from integrated graphics to a discrete card or vice versa.
• To a different output: from HDMI to DVI, DisplayPort to VGA, or any other combination.
2. Try to boot into Safe Mode with Networking or Enable low-resolution video.

1. Advanced boot options, Safe Mode with Networking, or Low Resolution Video
2. Check Device Manager and look for Display Adapters
• If you see 2 items under Display Adapters, disable the integrated video card (e.g. Intel HD 4000 or AMD Radeon HD 4200) and restart. (try vice versa if it does not work)
• If you see 1 item under Display Adapters, rollback the driver or uninstall the display adapter in Device Manager, and enable the option to delete driver software.

Check the PC or display adapter manufacturer’s site for an updated driver.

Cortana: “Disabled by Company Policy” error. 

As a workaround that you can offer to the customer, you may try to add the speech language for English United States.

To do so:

1. Open the Time & Language Settings page
2. Make sure that English (United States) is listed.  If not, click on “Add a language”, and follow the steps to add the language
3. Click on “English (United States)”, then click on the “Options” button.
4. You should now have an option to download the speech file as shown below

  5 .Set the Country and region setting to the United States. Log off and log in.

Flickering Screen after Signing in

If we see the screen flickering after sign-in there are two possible causes – apps causing Explorer to crash, or display driver issues.

To start, press this key combination:  CTRL+SHIFT+ESC

If this opens Task Manager and that window is NOT flickering:
The likely cause is Software Compatibility issue causing Explorer.exe to crash repeatedly.

1. Use the File, Run option in Task Manager to open additional tools as-needed. Be sure to check the box to run tools as Administrator. These could include:
   appwiz.cpl:  Opens Programs and Features
   compmgmt.msc: Opens Computer Management
   cmd.exe
2. You can search for crash events in the Event Logs and find if any third party DLLs are the faulting module in the Explorer,.exe crashes Or uninstall software that is likely to include shell extensions.
3. If removing software does not resolve the issue, use these commands to repair Windows:
   dism /online /cleanup-image /restorehealth
   sfc /scannow

Removing these apps help resolve the issue:

• Norton Antivirus
• Other AV solutions
• iCloud
• IDT Audio (faulting module IDTNC64.cpl).

If Task Manager is flickering, or it didn’t open, proceed with display driver troubleshooting:
The likely cause is a display driver or display hardware issue.

1. Boot to Safe Mode with Networking.
2. Use the same steps here as for Black Screen issues – if dual chipset, disable built-in graphics, if still flickers, try with only the other chipset enabled.
3. If this does not work, or there is only a single chipset, uninstall the device and remove the driver software.
4. Then boot into Windows and update the drivers to the latest from the manufacturer.

Resolving single App issues by reinstalling it through Powershell command

This guide should be only used for trying to resolve single app issues. 

1. Open Windows Powershell as Administrator

2. Type in the following command(s) listed in the table below under the “Remove PowerShell Command” column to remove the associated native app. The app can be reinstalled using the Store App or by following the link listed in the table below. You will need to exit the Store app if it is already open before reinstalling the app.

Start Menu, Cortana, Settings, etc not responding

If you see an issue where modern OS elements like the Start Menu, Cortana, Microsoft Edge, Settings, Notifications, etc. are non-responsive, use the following steps:

1. Open an Administrator CMD window.  If you can’t find a way, use these steps:
1. Press CTRL+Shift+ESC to open Task Manager.
2. Click File > Run New Task
3. Make sure you have a check mark beside “Create this task with administrative privileges”
4. Type CMD
2. Type the following commands at the CMD prompt:
       dism /online /cleanup-image /restorehealth
       sfc /scannnow
3. If EITHER command does not show a good outcome, we need to stop and repair Windows. We have 3 options:
1. Go Back: If there are other significant issues, or if the customer is not sure of using Windows 10, Go Back. The plan from there will be to clean up the configuration to prepare for an upgrade.
2. Reset: If possible, remove Antivirus/Sec Software and perform a Reset (keeping data and settings). Customers will need to reinstall apps with this option.
3. In-Place Upgrade: If the customer is unwilling, we can try uninstalling the Antivirus/Sec Software and try an in-place upgrade. We should set expectation.

1. If the above commands both completed and show no remaining issues, run these commands:
   powershell
   Get-AppXPackage -AllUsers |Where-Object {$_.InstallLocation -like "*SystemApps*"} | Foreach {Add-AppxPackage -DisableDevelopmentMode -Register "$($_.InstallLocation)\AppXManifest.xml"}
2. Check to be sure this command ran, showed a blue progress indicator and then returns to the prompt.
1. If you see a red error, then the command may have been typed or pasted incorrectly, or there may be an larger problem with Windows 10.  Try again.
3. Check to see if the issue is resolved.
1. If not, restart the PC.In this case try as a new administrator user account.

If the new user also fails, go up to the steps for “3. If EITHER command does not show…” above. We need to repair Windows.

Create a media disc http://go.microsoft.com/fwlink/p/?LinkId=616447 

Basic/Standard troubleshooting steps applicable for all scenarios are:

• Software Cleanboot
• Hardware cleanboot
• Sfc /scannow
• Dism restorehealth
• Disable/uninstall Antivirus
• Testing in another user account

WINDOWS 10: INSTALLATION

Prior to troubleshooting installation problems, always make sure to check the make and model of the computer if it has been tested by the OEM to fully run Windows 10. Check the OEM list of websites below for reference:

HP

http://www8.hp.com/us/en/ads/windows10/upgrade.html

HP Printers: http://support.hp.com/us-en/document/c04658195

DELL

http://www.dell.com/support/article/us/en/19/SLN297954/EN

Dell Printers: http://www.dell.com/support/Article/us/en/04/SLN297761/EN

Toshiba (Europe)

http://www.toshiba.eu/innovation/generic/windows10/

Toshiba (United States) http://win10upgrade.toshiba.com/swupdate/modellist.aspx?region=TAIS&lang=en&country=US

Acer

http://us.acer.com/ac/en/US/content/windows10-eligible-models#_ga=1.134218545.110854862.1438796589

Lenovo

https://support.lenovo.com/us/en/documents/ht10353

Packard Bell

http://www.packardbell.co.uk/pb/en/GB/content/windows10-eligible-models

Sony

http://esupport.sony.com/US/p/os10upgrade.pl

Gateway

http://us.gateway.com/gw/en/US/content/drivers-downloads

Emachines

http://www.emachines.com/ec/en/US/content/drivers

Also use the Windows Compatibility center to check for software or printer compatibilities

https://www.microsoft.com/en-us/windows/compatibility/CompatCenter/Home

Upgrade Rollback Issues/ Errors during Installation

• Please collect MSDT Setup and Rollback Data prior to troubleshooting

Here are the rollbacks recorded so far with the appropriate T/S:

• 20004     Logs = Yes, and an MSInfo32 .NFO upload would be good too.
• Uninstall Antivirus and other sec/util software
• Storage issues: Disconnect SATA cables for non-OS drives (if the customer can do it on their own). Disconnecting DVD drive is often reported as a workaround.
• Disconnect non-essential hardware (including the Windows 10 USB install media as soon as the PC restarts for the first time during the upgrade).
• Drivers
• 20009     Logs = Yes
• Drivers. Update chipset drivers.
• 2000A     Logs = No
• Transient. It may work if you try installing a 2nd time.
• 2000C     Logs = No
• Uninstall Antivirus and other sec/util software
• Transient. It may work if you try installing a 2nd time.
• 2000D     Logs = Yes
• Problem in user profile
• 20017    Logs = No
• Uninstall Antivirus and other sec/util software
• Drivers
• External hardware
• BIOS Security settings
• Third party boot loader (GRUB)
• Desktop utilities (IOBit, Intel Desktop Utilities, other tuning software)
• Older NFORCE or SteelSeries drivers/software
• 30017     Logs = Yes
• Uninstall Antivirus and other sec/util software
• Drivers
• External hardware
• 4000B     Logs = Yes
• Uninstall Antivirus and other sec/util software
• Drivers
• 4000D    Logs = Yes
• Problem in user profile
• 4001E     Logs = Yes
• Uninstall Antivirus and other sec/util software
• Drivers

More information for other errors are found here: https://sharepoint.partners.extranet.microsoft.com/sites/GCS/commboard/Lists/Windows%20Upgrade%20and%20Update%20Error%20Codes/windows%2010%20Errors.aspx