• Dell laptop Win 11 BLACK screen!

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    #2608353

    HELP!

    My wife is running a Dell laptop with Win 11.  Yesterday, she booted it up to an essentially totally black screen! A browser she didn’t install, called “Wave Browser” then filled her screen. When she exited this app, the screen went totally black again:

    No start window or button

    No email

    No quick launch bar

    No settings window or icon.

     

    She asked me to help, but I run Win 10 and have no idea of what happened to her system. I cannot even so a restore, sine I have no access to the settings menu.  🙁

    Can anyone help?

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    • #2608418

      Black screen:  Try a couple restarts.  If no joy, boot into safe mode to see if you can get a display.  If so, open Task Manager / Startup and see what apps are running on start up and disable anything that looks suspicious then restart again.  You can re-enable apps if needed from startup.

      The Wave Browser is not safe. Uninstall it.  After that download and run adwcleaner from Malware Bytes.

      https://nordvpn.com/blog/wave-browser-virus/

      https://www.malwarebytes.com/adwcleaner

      Run a full scan the built-in Microsoft Defender

       

      Custom desktop Asus TUF X299 Mark 1 16GB RAM i7-7820X
      Four 27" 1080p screens 2 over 2.
      Laptop Clevo/Sager i7-9750H - 17.3" Full HD 1080p 144Hz, 16GB RAM Win 10 Pro 22H2

      1 user thanked author for this post.
      b
      • #2608576

        How does one boot into safe mode?

         

         

        • #2608590

          You are right, F8 probably doesn’t work on W10/11.
          See this post for ways to get to Safe Mode.
          https://helpdeskgeek.com/windows-7/safe-mode-f8-doesnt-work/

          cheers, Paul

          • #2608593

            Thanks, but that post is for Win 10. My wife is running Win 11, and I know nothing!

             

            • #2608857

              Use the “force power off 3 times” option.
              Hold the power button down for 10 seconds to force a hard power off.
              Power on.
              Repeat 3 times to get the recovery screen up.
              Choose Advanced Recovery.

              cheers, Paul

              2 users thanked author for this post.
            • #2608995

              The “Hard Reset” technique worked! I was able to reset her computer and bring up the settings app, then find the Wave Browser app and delete it from her Dell Laptop.  I sincerely hope it is now dead and gone!

              Thank you SO MUCH for this tip —  we were ready to throw the whole laptop in the garbage after several days of frustration.  I’m a long time Windows’ user – actually began with IBM-PC DOS in 1982. Windows Secrets and Ask Woody  have been invaluable in helping this aging person keep up, at least partly, with our modern world. 🙂

              My best wishes to all who responded to my plea for help.

              -Peter

               

              1 user thanked author for this post.
            • #2609034

              Even if all seems well I would advise:

              a manual Windows Defender quick scan if that is your antivirus

              a Malwarebytes free quick scan

              buy an external hard drive and a USB key to use with backup software to make an image backup and rescue drive in case of future problems.

              Unless you can find out what went wrong, add some protection by using an adblocker in all browsers.

    • #2608669

      From your black screen try a pure keyboard shortcut to reset/restart your graphics driver.

       Windows key + Ctrl + Shift + B.

      >> How to: <<

      Press and hold the Windows key + Ctrl + Shift keys and while holding them down, tap the B key then release all the keys.

      The screen will flicker and go black for a second, and it will be back in less than a second.

       

      Custom desktop Asus TUF X299 Mark 1 16GB RAM i7-7820X
      Four 27" 1080p screens 2 over 2.
      Laptop Clevo/Sager i7-9750H - 17.3" Full HD 1080p 144Hz, 16GB RAM Win 10 Pro 22H2

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