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
    2015-05-16T18:18:21+00:00

    How do you boot the computer in to safe mode when you can see anything on the screen?

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  2. Anonymous
    2015-05-16T19:28:59+00:00

    How do you boot the computer in to safe mode when you can see anything on the screen?

    Pretend you are blind.  Use Narrator.

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  3. Anonymous
    2015-05-16T20:21:56+00:00

    Manually shutting down (forcibly) three times in a row will bring you to the same screen.   It is necessary to confirm that any problem you have also exists in Safe Mode.

    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).

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