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
    2014-09-03T09:09:56+00:00

    Can anybody tell me how, I, neither being "computer literate" nor having a spare computer, can follow up any of these suggestions. My local, friendly, computer lady, said that it was either a corrupt or a faulty update, and with the aid of connecting me to another screen, managed to return my laptop to a working state. (she also said that I was not the only call out that she had had on this problem!) For the work she charged me £40.00. I would appreciate any comments either from Microsoft or anybody else as to whether I can claim this back please.

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  2. Anonymous
    2014-09-03T12:02:58+00:00

    Many thanks Scott,  Have had this for over a week and just about to take it for repair, but solved my problem now. Cheers!

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  3. Anonymous
    2014-09-03T12:22:32+00:00

    OK guys,  after a very frustrating few days, but today  I succumbed  to getting a techy to go through the issues with this appalling  upgrade,  that in his experience it has faulted at least 25% of windows users ...

    I did try to complete a restore,  with a little help from the techy ,  however that did not work

    but give it a go anyway,  your pc may not have been affected in the same way as mine.

    • 1st  hit the windows button ( below the Z key) and the L key (lock) ,  for about 5 seconds ... keeping the window key pressed for about 10 seconds
    • 2nd  the hit the space bar and it should bring you to the login screen,  in the bottom right you will see the start/restart/sleep button,  press the left shift key (keeping it pressed) hit restart......don't let go of the left shift key!!!
    • 3rd complete a restore,  instructions will come up on the screen .....   GOOD LUCK!!!!

    OK ....  now if that doesn't work ( as it didn't for me  ;(     .....  complete the same process again

     however !!  this time you will need to do a refresh of the system,  this will take about 30 mins ,  depends how old the PC  .....  you should not lose any files, films , pic , music  etc ( I didn't )  ...... 

    but you will lose the apps that you may have downloaded ....  no probs !!  just download them again

    Give it ago guys ,   i must admit it was the best $150.00 I've spent ,  considering I now  have PC support for a year. 

    Deb

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  4. Anonymous
    2014-09-03T16:29:18+00:00

    S: Had to use power icon with shift key to get to safe mode but once there your suggestion worked. Thank you very much!

    LECJR.

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