Black screen when logging into Windows 8.0 or Windows 8.1

Anonymous
2014-08-30T04:45:41+00:00

Earlier this week some of our users reported seeing only a black screen or black screen with a moving cursor when logging into their Windows 8 or Window 8.1 device. The root cause appears to be a known issue with versions 2.16.31.75, 2.17.1.22 and 2.17.0.324 of Search Protect, a product which can be installed on Windows devices as part of a web download made available by ClientConnect Ltd. ClientConnect Ltd has posted a notification on the following website:

http://info.trovi.com/searchprotect/support_center_notifications

Some customers have reported resolving the problem using these steps:  

  1. Boot your device into the Windows Recovery Environment and enter safe mode
  2. Launch control panel and select Uninstall a program
  3. Remove the program with “Search Protect” in the name

If these steps do not help, please contact ClientConnect’s support center using the above link for support as described here.

As Microsoft continues to investigate this issue, updates will be posted here.

Windows for home | Previous Windows versions | Performance and system failures

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2014-09-03T03:10:32+00:00

    I had this problem too. But following your suggested cure, l had it back to normal within 5 minutes. Many thanks

    The original poster saved me also.  Thank goodness for google search to find this answer and thank the original poster for the step by step.  Once i removed the program and restarted it worked.  

    Also thank you the individual who took the time to post about how to boot up in safe mode.  U saved me!

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  2. Anonymous
    2014-09-02T19:42:26+00:00

    I had this problem too. But following your suggested cure, l had it back to normal within 5 minutes. Many thanks

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  3. Anonymous
    2014-09-02T19:05:25+00:00

    also there is another way that works with more windows,not just windows 8.1:

    if it gives you a black screen with cursor: press "CTRL+ALT+DEL" and select task manager,after click "file" and "run new task" and introduce "explorer.exe" and it should show the task bar start menu and backround again,if it says file not found then safe mode wont work neither restarting.

    if it shows black screen with no cursor then still i have no idea...

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  5. Anonymous
    2014-09-02T08:42:13+00:00

    Hello all

    I ended up taking the computer down to local computer shop, don't know what he did as I couldn't get anything up on screen, but he did get into it and do a system restore, from now on I will not allow updates to windows 8.1, too scary

    David

    You should've tried updating your BIOS, I don't think its a problem in the OS upgrade.

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