W10 freezes on lock screen in both regular mode and safe mode

[dreadpirate]

My son's computer freezes on the lock screen. No mouse curser, no password bar. Tried rebooting in safe mode, it brings up the password bar but, after about blinking five or six times, the curser in that bar freezes and I can't type the password. No mouse curser, no keyboard access (I.e. Ctrl+alt+delete doesn't work, can get to the power button at bottom right of screen, can't do anything except force turn off the power & reboot.

Suggestions?

 

[Colif]

what are the specs of the PC?

Detach any additional USB devices or external HDD/printers, make it simple for PC to start (though hardware is likely to cause problems before login screen)

On another PC, download the Windows 10 media creation tool and use it to make a win 10 installer on USB - hopefully just a boot drive

Lets see if we can get to safe mode using USB but often it will be missing the Startup options choice in the advanced menu, worth a try

change boot order so USB is first, hdd second - or press F12 to choose USB at boot
boot from installer, on 2nd screen after languages, choose repair this pc, not install
choose troubleshoot
choose advanced
choose start up options
hit the restart button
choose a safe mode (it doesn't matter which) by using number associated with it.
PC will restart and load safe mode

If safe mode works, see if it freezes up here (might mean its a driver problem)

If safe mode doesn't work, simply getting into blue menus might be enough to show its not hardware

try doing a startup repair, its in the advanced menu, it might fix the login problem.

 

[dreadpirate]

I can get into the blue menus to choose repair, command prompt, etc. when I try to load safe mode, it gives me the login screen & the curser blinks 5-6 times, then stops. I can't type anything, no mouse curser, nothing.

I tried system recovery from a backup point but it wouldn't complete it. I don't want to wipe the computer because my son has a lot of data he needs off it first.

Computer is an HP Pavilion, running Windows 10. I'll add more specs as soon as it restarts & I can get into the blue menus

 

[Colif]

Download the media creation tool on another PC and make a USB, we can at least rescue info off PC for your son

change boot order so USB is first, hdd second
boot from installer
on screen after languages, choose repair this pc, not install.
choose troubleshoot
choose advanced
choose command prompt

I typed notepad in which obviously opened the notepad. From there I went to file > open which opened a file explorer. I plugged an external hard drive into my USB port, and I searched for all of my most irreplaceable files and copied them onto the external drive, then once I finished, I plugged my drive into my Mac and confirmed that all the files are all there.

that should allow you to copy info off PC.


Since it freezes getting into safe mode, the problem could be the login process.. I wonder, have you tried a start up repair?
in blue menus,
choose troubleshoot
choose advanced
choose start up repair - this will scan PC and maybe fix this - will ask for logon info
this might fix the login box or just freeze as it too needs you to login.

you might find best approach is take everything off PC and use that USB to fresh install win 10.

 

[dreadpirate]

I've been pulling info off using command prompt/notepad (though it won't send to my external drive for some reason, I have to do it a 5-10 folders at a time on a USB thumb drive).

Tried start up repair, no luck. Tried a restore point, no luck. Tried the fix that Microsoft posted online for what seems to be this very issue - still no luck.

 

[Colif]

Fresh install is about only way back into windows from where you are. It includes wiping entire hdd but since reset needs a login, you kind of stuck.

change boot order in BIOS so USB is first, hdd second
boot from installer
follow this guide: http://www.tenforums.com/tutorials/1950-windows-10-clean-install.html

when you reach the screen asking for licence, click "I don't have a key" and win 10 will continue to install and reactivate once finished

On the screen where you choose where to install win 10, if it gives you an error about GPT drives, delete all the partitions on the hdd and press next. If it still gives error, cancel out of the installer and restart PC and start installer again, it will accept next on that screen this time (some PC just need a restart here)

your son should have 2 hdd in PC as then could just move all the files onto 2nd drive. Also handy in case the boot drive dies, you don't lose everything. I have used a 2 drive set up for as long as I can remember. wouldn't feel safe without it.