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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:
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.
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.
Hi Scott,
I also am having issues, as I cannot access the control panel or the settings, as my screen is black ... the only way I can access the internet is via the task manager (help) and then opening services ...
C drive is all there, (I think !!)
But D recovery has gone - restore etc
I don't know how else to open in safe mode ....
Please Help!! Debbie
How to start Windows 8 in Safe Mode
http://www.bleepingcomputer.com/tutorials/start-windows-8-in-safe-mode/
You can access the recovery console/safe mode menu by:
Depressing the Shift Key while clicking on Restart at the Login Screen (Bottom right corner).
Manually shutting down (forcibly) three times in a row will bring you to the same screen.
If you can launch the MsConfig tool (as per Clean Boot) you can also set that to boot into Safe Mode via the Boot Tab.
How to perform a clean boot in Windows
Hi,
I tried following this step, but my first problem is I cannot boost my device to safe mode or acces to control panel. I tried to start a new task from task manager and I couldn't.
Consequently, I contacted technical support on internet as you suggested, but they asked for 99$ for service. I considered that I don't have to pay because this is problem was caused by an automatic Microsoft updated.
I look forward to getting an answer.
Regards,
Alexandra
Hi,
I tried following this step, but my first problem is I cannot boost my device to safe mode or acces to control panel. I tried to start a new task from task manager and I couldn't.
Consequently, I contacted technical support on internet as you suggested, but they asked for 99$ for service. I considered that I don't have to pay because this is problem was caused by an automatic Microsoft updated.
I look forward to getting an answer.
Regards,
Alexandra
How to start Windows 8 in Safe Mode
http://www.bleepingcomputer.com/tutorials/start-windows-8-in-safe-mode/
You can access the recovery console/safe mode menu by:
Depressing the Shift Key while clicking on Restart at the Login Screen (Bottom right corner).
Manually shutting down (forcibly) three times in a row will bring you to the same screen.
How to perform a clean boot in Windows
http://support.microsoft.com/kb/929135/en-au
How to perform a clean boot to troubleshoot a problem in Windows Vista, Windows 7, or Windows 8
