I think I need to work with an agent to be able to get into my computer

Question

I think I need to work with an agent to be able to get into my computer

Derril Wright 0

I need to work with an agent to get into my computer after a normal operating system upgrade would not allow me into my computer. Windows 11. Home edition.

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3 answers

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Answer 1

Emma1-N 11,865 Microsoft External Staff Moderator

Welcome Derril Wright,

I'm sorry you're having trouble getting back into your PC after the Windows 11 upgrade.

Before suggesting the next steps, I need to narrow down the situation:

What exactly happens when you try to sign in?
Are you signing in with:
- A Microsoft personal account (such as Outlook.com, Hotmail.com, Live.com), or
- A work/school account provided by an organization?
Do you see the "I forgot my PIN" option on the sign-in screen?

Since the upgrade completed but you can no longer access Windows, please try these steps:

On the sign-in screen, select Sign-in options and try signing in with your Microsoft account password instead of your PIN.
If you see I forgot my PIN, select it and follow the prompts to reset the PIN using your Microsoft account credentials.
If you cannot sign in at all, force Windows into Recovery Environment:
- Turn the PC on.
- When the Windows logo appears, hold the power button to turn it off.
- Repeat this 3 times.
- On the fourth startup, select Advanced options > Troubleshoot > Startup Repair
If Startup Repair does not help, return to Advanced options > System Restore and choose a restore point created before the upgrade, if one is available.

If the answer is helpful, please click "Yes". If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Emma1-N 11,865 Reputation points Microsoft External Staff Moderator

2026-09-02T04:48:12.27+00:00

Hello Derril Wright,

I just wanted to check if my previous response addressed your question correctly. If there is anything I may have misunderstood, I would truly appreciate it if you could provide a bit more detail to help me better understand your needs.
Derril Wright 0 Reputation points

2026-09-02T18:07:21.4666667+00:00

Hello, Emma1-N. I do appreciate that you reached out to me again.

As I indicated earlier, on or about August 30, 2026 when I tried to install the most recent MicroSoft update for Windows 11, it caused many problems with my laptop. I assume there was a bug in the update. I am hopeful the next time I am offered an upgrade the bugs will be worked out and everything will be back to normal with my laptop.

Is that a reasonable expectation?
Emma1-N 11,865 Reputation points Microsoft External Staff Moderator

2026-09-03T04:47:13.3066667+00:00

Hello Derril Wright,

Thank you for the update. Yes, that's generally a reasonable expectation. Windows updates are regularly refined, and issues affecting certain devices are often addressed in later updates.

That said, no update can guarantee that every issue will be resolved automatically, since results can vary depending on the device and its drivers.

If your laptop is now working normally, I would simply keep Windows updated and monitor how future updates behave. If any specific problem remains, please let us know the details and we'll be happy to help troubleshoot further.
Derril Wright 0 Reputation points

2026-09-04T17:09:37.6066667+00:00

Hello again Emma1-N – About a week ago I first encountered what I believe is a MicroSoft upgrade bug – which leaves me at a black screen with a cursor visible, but the only thing I can do is move the cursor with a single finger on the touchpad. When I try to move the cursor with two fingers on the touchpad the cursor is stationary. The only way to recover is to move into recovery mode with my laptop and invoke the “Preparing Automatic Repair” sequence. I can get through that sequence by finding and invoking the “Uninstall latest quality update” option.

For the last few days, when turning off my laptop, I have been offered an option to simply shut down and offered an option to Update and Shutdown. Today since you indicated at some point I can hope that MicroSoft will fix the bug, I decided to try the Update option again. I ran into the same problem. As I keep track of the Windows 11 upgrades, the below table shows you my upgrade history. My OS is now back to my July 20 update version.

25H2 (OS build 26200.8875) - After update 7/16/2026

25H2 (OS build 26200.8875) - After update 7/16/2026

25H2 (OS build 26200.8894) - After update 7/20/2026

25H2 (OS build 26200.8973) - After update 7/31/2026

25H2 (OS build 26200.9168) - After update 8/14/2026

25H2 (OS build 26200.8973) - After update 8/31/2026 and recover from broken system

25H2 (OS build 26200.8973) - After update 9/1/2026 and recover from broken system

25H2 (OS build 26200.8894) - After update 9/4/2026 and recover from broken system

Can you give me an estimate as to when this problem will be solved. If it will help, I am willing to have one of your techs remotely access my laptop. Maybe that will help Microsoft solve this problem.

Again, thank you for keeping in touch.
Emma1-N 11,865 Reputation points Microsoft External Staff Moderator

2026-09-08T05:05:44.2066667+00:00
Hello Derril Wright,

Your update history is helpful, and the fact that the issue consistently returns after installing newer builds suggests there may be a compatibility problem involving a device driver, startup software, or hardware-specific configuration rather than Windows itself.

As a next step, please try this:

Press Windows + X > Device Manager

Expand Display adapters

Right-click your display adapter and select Properties

Note the adapter name and driver version, then share them here
Derril Wright 0 Reputation points

2026-09-08T13:17:49.84+00:00

Hello again Emma1-N – About a week ago I first encountered what I believe is a MicroSoft upgrade bug – which leaves me at a black screen with a cursor visible, but the only thing I can do is move the cursor with a single finger on the touchpad. When I try to move the cursor with two fingers on the touchpad the cursor is stationary. The only way to recover is to move into recovery mode with my laptop and invoke the “Preparing Automatic Repair” sequence. I can get through that sequence by finding and invoking the “Uninstall latest quality update” option.

For the last few days, when turning off my laptop, I have been offered an option to simply shut down and offered an option to Update and Shutdown. Today since you indicated at some point I can hope that MicroSoft will fix the bug, I decided to try the Update option again. I ran into the same problem. As I keep track of the Windows 11 upgrades, the below table shows you my upgrade history. My OS is now back to my July 20 update version.

25H2 (OS build 26200.8875) - After update 7/16/2026

25H2 (OS build 26200.8875) - After update 7/16/2026

25H2 (OS build 26200.8894) - After update 7/20/2026

25H2 (OS build 26200.8973) - After update 7/31/2026

25H2 (OS build 26200.9168) - After update 8/14/2026

25H2 (OS build 26200.8973) - After update 8/31/2026 and recover from broken system

25H2 (OS build 26200.8973) - After update 9/1/2026 and recover from broken system

25H2 (OS build 26200.8894) - After update 9/4/2026 and recover from broken system

Can you give me an estimate as to when this problem will be solved. If it will help, I am willing to have one of your techs remotely access my laptop. Maybe that will help Microsoft solve this problem.

Again, thank you for keeping in touch.
Derril Wright 0 Reputation points

2026-09-08T13:18:22.5066667+00:00

Only item shows up:

Intel(R) Iris(R) Xe Graphics

Device type: Display adapters

Driver Provider: Intel Corporation

Driver Date: 1/18/2024

Driver Version: 31.0.101.5186

Location: PCI bus 0, device 2, function 0

This device is working properly.
Emma1-N 11,865 Reputation points Microsoft External Staff Moderator

2026-09-09T07:19:26.75+00:00
Hello Derril Wright,

Please try:

Press Windows + R, type msinfo32, and press Enter.

In System Summary, note the System Manufacturer and System Model

Share those details here.

Also, after recovering from the black screen, please check Settings > Windows Update > Update history and tell us which update was installed immediately before the problem occurred.
Derril Wright 0 Reputation points

2026-09-09T13:38:22.9966667+00:00

Hello again Emma1-N – About a week ago I first encountered what I believe is a MicroSoft upgrade bug – which leaves me at a black screen with a cursor visible, but the only thing I can do is move the cursor with a single finger on the touchpad. When I try to move the cursor with two fingers on the touchpad the cursor is stationary. The only way to recover is to move into recovery mode with my laptop and invoke the “Preparing Automatic Repair” sequence. I can get through that sequence by finding and invoking the “Uninstall latest quality update” option.

For the last few days, when turning off my laptop, I have been offered an option to simply shut down and offered an option to Update and Shutdown. Today since you indicated at some point I can hope that MicroSoft will fix the bug, I decided to try the Update option again. I ran into the same problem. As I keep track of the Windows 11 upgrades, the below table shows you my upgrade history. My OS is now back to my July 20 update version.

25H2 (OS build 26200.8875) - After update 7/16/2026

25H2 (OS build 26200.8875) - After update 7/16/2026

25H2 (OS build 26200.8894) - After update 7/20/2026

25H2 (OS build 26200.8973) - After update 7/31/2026

25H2 (OS build 26200.9168) - After update 8/14/2026

25H2 (OS build 26200.8973) - After update 8/31/2026 and recover from broken system

25H2 (OS build 26200.8973) - After update 9/1/2026 and recover from broken system

25H2 (OS build 26200.8894) - After update 9/4/2026 and recover from broken system

Can you give me an estimate as to when this problem will be solved. If it will help, I am willing to have one of your techs remotely access my laptop. Maybe that will help Microsoft solve this problem.

Again, thank you for keeping in touch.-=-=-

Only item shows up:

Intel(R) Iris(R) Xe Graphics

Device type: Display adapters

Driver Provider: Intel Corporation

Driver Date: 1/18/2024

Driver Version: 31.0.101.5186

Location: PCI bus 0, device 2, function 0

This device is working properly.

Again, thank you for working on this with me. Seems you had Labor Day off. Good.--=-=-=--- my separator

OS Name Microsoft Windows 11 Home

Version 10.0.26200 Build 26200

Other OS Description Not Available

OS Manufacturer Microsoft Corporation

System Name DERRIL_PC

System Manufacturer HP

System Model HP Pavilion Laptop 15t-eg300

System Type x64-based PC

System SKU 78G37AV

Processor 13th Gen Intel(R) Core(TM) i5-1335U, 1300 Mhz, 10 Core(s), 12 Logical Processor(s)

BIOS Version/Date AMI F.05, 4/23/2024

SMBIOS Version 3.5

Embedded Controller Version 83.13

BIOS Mode UEFI

BaseBoard Manufacturer HP

BaseBoard Product 8BFD

BaseBoard Version 83.13

Platform Role Mobile

Secure Boot State On

PCR7 Configuration Elevation Required to View

Windows Directory C:\WINDOWS

System Directory C:\WINDOWS\system32

Boot Device \Device\HarddiskVolume1

Locale United States

Hardware Abstraction Layer Version = "10.0.26100.1"

User Name derril_pc\Lauri

Time Zone Central Daylight Time

Installed Physical Memory (RAM) 12.0 GB

Total Physical Memory 11.6 GB

Available Physical Memory 4.72 GB

Total Virtual Memory 33.7 GB

Available Virtual Memory 25.1 GB

Page File Space 22.1 GB

Page File C:\pagefile.sys

Kernel DMA Protection On

Virtualization-based security Running

Virtualization-based security Required Security Properties

Virtualization-based security Available Security Properties Base Virtualization Support, Secure Boot, DMA Protection, UEFI Code Readonly, SMM Security Mitigations 1.0, Mode Based Execution Control, APIC Virtualization

Virtualization-based security Services Configured Hypervisor enforced Code Integrity

Virtualization-based security Services Running Hypervisor enforced Code Integrity

App Control for Business policy Enforced

App Control for Business user mode policy Off

Automatic Device Encryption Support Elevation Required to View

A hypervisor has been detected. Features required for Hyper-V will not be displayed.
Derril Wright 0 Reputation points

2026-09-10T04:00:18.7966667+00:00

Today (Wednesday, July 8) when I went to shut down my laptop, I was only given the option to Update and Shutdown. The previous few days I had been given the options to only Shutdown or Update and Shutdown. I was hopeful that since the only option was to Update and Shutdown, than somehow "the Microsoft bug" had been fixed. (I still think it has to be something in the Microsoft Update that is causing my problems.) But when I turned on my laptop again, I ended up at the same blank screen. I did my, now usual Recovery routine where I end up Uninstall latest update. According to the command WinVer my system is still on version 25H2 (OS build 26200.8894).

You asked to the Windows Update History. It follows:

2026-09 Security Update (KB5124008) (26200.9445)

Failed to install on ‎9/‎9/‎2026 - 0x800f081f

-=-=-

2026-09 .NET Framework Security Update (KB5126052)

Successfully installed on ‎9/‎9/‎2026

-=-=-

2026-08 Preview Update (KB5120998) (26200.9278)

Successfully installed on ‎9/‎4/‎2026

-0-0-

2026-08 .NET Framework Preview Update (KB5122385)

Successfully installed on ‎8/‎29/‎2026

0-0-0

2026-08 Security Update (KB5121003)8/ (26200.9168)

Successfully installed on ‎8/‎13/‎2026

I disagree that updates on 8/29/2026 and 9/4/2026 were successfully installed.

Again, I do appreciate your help. Since you reply in the middle of the night for me (in central United States), I conclude you are a person working from somewhere in Asia. I'm an old man and often get up in the middle of the night anyway. If we could arrange a time convenient for you, I would be happy to be at my computer and have you remote into my computer so we could speed up this process. Two items that don't work after I recover from a failed update, then I get back into my computer by uninstalling the update, (finally to my point) are I can't print and the search button on the task bar does not work.

I want my normal system back soon!!! Thank you again.

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Answer 3

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