Black Screen White Cursor Windows 10

[idata]

Hi,

We are getting intermittent black screens on Windows 10 PCs, which are experiencing semi regular black screens during logon sessions. The only course of action once this has occurred is to hard reset the PC.

While the system Is in black screen it can't be contacted remotely for any diagnostics. Examining the event logs post reboot always shows a resource exhausted condition: Windows successfully diagnosed a low virtual memory condition. The following programs consumed the most virtual memory: iexplore.exe (3776) consumed 871178240 bytes, iexplore.exe (4084) consumed 384667648 bytes, and sqlservr.exe (4972) consumed 305577984 bytes.Running a number of separate browser windows with videos (youtube) is a more reliable way of reproducing the issue, but not on all systems.

Environment:

Version: Windows 10 Enterprise 2015 LTSB (BUILD 10240)

Motherboard types affected: Asus Q87M-E, Q87T.

Windows 10 built in UEFI configuration.

Actions Taken So Far:

Driver Updates: Include latest Intel HD4600 graphics (Version 20.19.15.4531, Date: 29/09/2016)

Firmware Updates: Latest manufacture BIOS installed on test system.

Thanks in advance for any help!!

[idata]

Hello Clamps_251:

Please try the following driver for the Q87M-E, it is graphics driver 4377 from ASUS, look for VGA, in there you can see the file to do a BIOS update to the latest version: https://www.asus.com/Motherboards/Q87ME/HelpDesk_Download/ https://www.asus.com/Motherboards/Q87ME/HelpDesk_Download/ Please try the following driver for the Q87T, it is graphics driver 4248 from ASUS, look for VGA, in there you can see the file to do a BIOS update to the latest version: https://www.asus.com/Motherboards/Q87T/HelpDesk_Download/ https://www.asus.com/Motherboards/Q87T/HelpDesk_Download/ What is the model of the processor that is being use on each board? Did you try to re-install all the drivers for each board, including the chipset? You can find the chipset driver for each board and the links above as well. Any questions, please let me know. Alberto

[idata]

Hello Clamps_251:

I just wanted to check if the information posted previously was useful for you, and if the problem got fixed or if it still persists? Any questions, please let me know. Alberto

[idata]

Hi Alberto

Sorry in my delay In getting back to you. We have tried the driver and bios listed on the Asus website. However to problem still happens, the cpu we are using is the I5-4590T.

Regards

Carl

[idata]

Hello Clamps_251:

No problem at all, thank you very much for letting us know that information. Please try the following graphics driver, it is version 4501, the latest for Intel® HD Graphics 4600 controller: https://downloadcenter.intel.com/download/26229/Intel-Graphics-Driver-for-Windows-10-15-40-4th-Gen-?product=81496 https://downloadcenter.intel.com/download/26229/Intel-Graphics-Driver-for-Windows-10-15-40-4th-Gen-?product=81496 Any questions, please let me know Alberto

[idata]

Hi Alberto

We have tried that driver on a few systems and get the same result. The driver from Asus listed above actually make the problem worse.

Regards

Carl

[idata]

Hello Clamps_251:

Thank you very much for providing those results. In this case since the drivers did not work that indicates that the problem is not related to them. So, now we will need to investigate in order to find out what might be the actual problem. In order for us to do that I just wanted to confirm some information: If you are doing remote access to a PC, the problem happens with the PC that you are using to access the other one, or the issue happens with the PC that is at another location? You gave us 2 different models of PC's, the problem is exactly the same with both of them? Could you please explain what do you mean with logon sessions, is that when you try to logon on to a program to be able to do remote access? Please provide a detailed description of the whole scenario so we can get a better understanding of what you are doing with the PC and the moment when the problem occurs. Any questions, please let me know. Alberto

[idata]

Hello Clamps_251:

I just wanted to check if you saw the information we are requesting on the previous post? It is very useful for us to further assist you, and also I wanted to check if the problem got resolved or if it still persists? Any questions, please let me know. Alberto