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[Solved] Startup Boot Problem (black screen) Win 10 1803 Update --> Cause: IOBIT ASC 11 (0x800f0923)

Anonymous
2018-05-07T16:54:54+00:00

Hi everyone,

Laptop info: Dell Inspiron 15R SE 7520 , 3rd gen. i7, 16GB, Intel onboard & AMD graphic card, SSD

1.Problem description (short):

I never had startup problems before the update. However, after latest major Windows 10 update I can't get into Windows home start screen because of freezing black screen with endles rotating circles.

2.Problem description (long):

  • I always do my best to keep everything updated (Intel/Dell/Norton/IOBIT ASC/Malwarebytes/ drivers updates etc..)
  • So few days ago I Updated Windows through Settings -> Updates to Version 1803.
  • Device Manager had no problem.
  • Next day on start, after Windows logo, the screen shows black screen with rotating circles. However, mouse cursor movement does work properly. 
  • What might be the reason for this Boot Problem Black Screen?

- What did I so far in reaction to boot problem?

  • I created an USB Windows ASO (Advanced Startup Options).
  • Afterwards I decided to delete Dell Partition and start a fresh clean installation.
  • After successful installation I updated Windows through Start-> Settings , Intel Drivers Update and Dell Updates. Also I installed Office, Norton and Malwarebytes and other programs.
  • Also made system restore points in case of........
  • Device Manager shows no problems.

- However, boot problem has not been completely resolved:

1.When I restart****my laptop, I get same Black Screen Freeze problem

1.I resolve this by restore point or getting in Safe Mode and directly back to Normal Mode 

2.However problem does not occur when I shut down and start my laptop, then Windows starts normal

I googled for possible solutions:

  • Yesterday I googled many hours and some people relate it to a Hardware problem. So I performed Dell Diagnostic (no problem found).
  • Others relate it to Graphic Card problem. However everything is up-to-dated (Intel Onboard & AMD)
  • I also yesterday performed: chkdsk/bootrec/dism.exe/sfc scannow
  • I also found following Dell links:

How to Fix a Boot Up Problem (Official Dell Tech Support) <Youtube video>

How to Fix a Computer that Won't Boot Up (Official Dell Tech Support) <Youtube Video>

Dell Support: Pc does not turn or boot into Windows

Dell Support: Computer will not boot to Windows 10

Those links relate it to BIOS/SATA/Software/Hardware/Malware.

 I hope this thread can help Dell laptop users & others if they face same problem.

Thanks in Advance, Kind regards

Windows for home | Windows 10 | Performance and system failures

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  1. Anonymous
    2018-05-07T23:24:08+00:00

    Hello,

    It looks like the new Windows 10 version is not playing nice with your computer. From what we understand you only experience this issue on first boot since you mentioned that the problem does not occur when you shut down and restart your laptop.

    If you are able to boot your computer to normal mode after starting in safe mode, then we suggest that you rollback your display driver. The newest and latest driver might not be fully compatible with the new Windows version. Here's how:

    1. Start Device Manager. To do this, press and hold (or right-click) the lower-left corner of the desktop, and then select Device Manager.
    2. Locate and right-click the display adapter driver, and then select Properties.
    3. Select the Driver tab, and then select Roll Back Driver.
    4. Check if the issue will persist when using an earlier display driver.

    Additionally, some third-party antivirus software has been known to cause black screens. Removing the software won’t leave your PC unprotected, because Windows Defender Antivirus will kick in if no other antivirus software is running.

    To rule out any software conflicts, let's perform a clean boot. When you start your computer in a clean boot state, it starts by using a minimal set of drivers and startup programs. This troubleshooting method is designed to isolate if this issue is caused by a startup program or service. For steps on how to perform a clean boot, you can refer to the following link: How to perform a clean boot in Windows. After you have finished troubleshooting, you may refer to the Reset the computer to start normally after clean boot troubleshooting section to reset the computer to start normally.

    Let us know how it goes so we can assist you further.

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  1. Anonymous
    2018-08-04T02:01:22+00:00

    I had this problem. The cause was an older version of HitmanPro which worked on previous Win 10 in Chrome browser. I had to get into safe mode to delete the HitmanPro files as well as registry keys. That fixed it for me. So it seems certain software can cause a glitch with Win 10 1803 

    Not the issue here as this was a clean install of win 10 build 1803. Thanks for the input though.

    1 person found this answer helpful.
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  2. Anonymous
    2018-07-17T18:05:59+00:00

    This may have fixed this particular instance of this 1803 Black screen issue, but not all.

    I have a Toshiba satellite C675 with Intel HD graphics, (Pentium B960 2.2Ghz CPU).

    A clean install of Win10 Home 64bit, with the latest Intel detected drivers, BIOS etc.

    If you boot the PC normally all is well, but if you restart it boots to a blank black screen, without cursor.

    The really tricky bit is, if you tap the power button it goes to sleep & wakes up to a normal desktop & login with no issues.

    The system is fully functional, & has ONLY the Windows defender AV, no 3rd party appsat all, nor have I restored the customers data.

    This unit does NOT have a hybrid or discreet video solution, ONLY the integrated Intel HD Graphics.

    1 person found this answer helpful.
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  3. Anonymous
    2018-05-09T18:54:07+00:00

    Hi, thank you for the fast and valuable information.

    Manual delete Norton & Malwarebytes

    • In contrast to Clean Boot, i performed a similar action by manually deleting Norton & Malwarebytes. However problem of freezing black screen continued on Restart.

    New major problem: KB4103721

    • Additionally, new major problem occurred because of New Windows Update KB4103721, which requires a restart.
    • On restart, the update could not be 100% completed because of black screen freeze problem. So I had to get back in Safe Mode to undo the failed update.

    Windows Update Troubleshooter

    • Then I performed Windows Update Troubleshooter, which found problems and attempted to fixed them. On Restart problem persisted.

    Windows Update History for reason of KB4103721 failure: 0x800f0923

    • Then I checked Windows Update History for reason of KB4103721 failure: 0x800f0923
    • Google tells us: "It occurs when either a driver or app isn't compatible with the updates that users are trying to install. Oftentimes, the culprits are the graphic driver, an outdated hardware driver or an old program or security software."

    "Upgrade" with Windows MediaCreation Tool

     - Afterwards I decided instead of "Clean Boot" trying out "Upgrade" with Windows MediaCreation Tool. So I downloaded today the latest version. Unfortunately problem continued.

    Reset performed & list of deleted drivers/apps

    • Afterwards I performed "Reset" including keeping personal files in Windows Settings --> Recovery.
    • When finished I received a list of deleted drivers/programs.
    • This was a short list, because I recently performed Clean Install.

    KB4103721 update completed & black screen disappeared!!!

    • Then I performed Windows Update, and KB4103721 finally finished on Restart!!!
    • I analyzed and concluded suggesting IOBIT ASC (Advanced System Care 11) is the cause of problem.

    Evidence:

    1. I found evidence on Internet, people facing same problem like me: 

    http://forums.iobit.com/forum/advanced-systemcare/advanced-systemcare-v11/225372-since-the-release-of-windows-10-1803-problems-with-deep-optimization

    2) Additionally, I have same problem on my other desktop computer, having installed same IOBIT but with different graphic card (geforce instead of intel/amd on my laptop).

    UPDATE 1: I also fixed problem on my desktop pc by deleting IOBIT ASC 11.

    Update 2: IOBIT provide solution:

    http://forums.iobit.com/forum/advanced-systemcare/advanced-systemcare-v11/225372-since-the-release-of-windows-10-1803-problems-with-deep-optimization 

    "Hi all,

    - If you still can't boot your computer normally now, please reboot your computer in Safe Mode and delete the file Suo12_StartupManager.exe in the installation of Advanced SystemCare.

    - To open the installation folder, right click on the desktop icon of the program, and choose Open file location.

    - After these operations, you will be able to use your computer with Advanced SystemCare normally."

    I hope this thread will help others. 

    Take care, adios amigos! 

    Kind regards,

    1 person found this answer helpful.
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  4. Anonymous
    2018-08-04T00:54:31+00:00

    I had this problem. The cause was an older version of HitmanPro which worked on previous Win 10 in Chrome browser. I had to get into safe mode to delete the HitmanPro files as well as registry keys. That fixed it for me. So it seems certain software can cause a glitch with Win 10 1803

    0 comments