Kaspersky
Question

Screen stays black after enter password

  • 29 January 2020
  • 31 replies
  • 2506 views

I have Windows 10 and Kapersky Kids safe. On the kid-account, when we enter the password and hit enter, the screen goes black and we only see the mouse pointer. The only way is to hit ctrl-alt-delete, log off and log in again. How can we fix this?


31 replies

Userlevel 4
Badge +1

Good evening,

unfortunately, the fix was postponed and be implemented in patch F (July-August). Patch E will be published soon:

21.05.2020 (100% target delivery)   But, the mentioned bug has not been fixed in this patch. Ruefully.    
Userlevel 4
Badge +1

Hello,


This is the Bug 3308940.

Please clarify whether the following workaround helps to resolve the issue:

1. Press ALT+CTL+DEL combination.
2. Open Task Manager - File - Run new task.
3. Type Explorer.exe and click OK.

Thank you.

Userlevel 4
Badge +1

Good day!

Let me share to you some details about this bug:

actually, this is the Microsoft bug, but MS does not confirm it and our developers have to re-develop blocking window feature, but it is very time-consuming. We are testing now the new blocking window feature and I hope, that it will be released in April-May.

 

The provided workaround must work for all Windows user accounts.

Please make sure, that you run a new task of explorer.exe.


1. Press ALT+CTL+DEL combination.
2. Open Task Manager => File => Run new task.
3. Type Explorer.exe and click OK.

Have a nice day.

 

 

 

 

 

 

 

 

 

 

 

According to the info in the bug - the issue at this step at MS side. So the case is related to OS.

As I understand when there will be news from MS - the fix should be included in the nearest patch for the product.

 

Workaround is known: launch Task Manager (Ctrl+Alt+Del) - start explorer manually.

Userlevel 7
Badge +5

Hi @kugman

The ball is on the MS side, still we have been working on a fix on our side. Regretfully, there is no ETA for the solution at the moment. As soon as there is news, we will update this thread. 

I am facing same issue, on login the black screen appears and the cursor is active, the screen remains blacked out I have to alt crl del sign out and sign in again, on second attempt the desltop appears and logs in successfully.

 

Good day!

Let me share to you some details about this bug:

actually, this is the Microsoft bug, but MS does not confirm it and our developers have to re-develop blocking window feature, but it is very time-consuming. We are testing now the new blocking window feature and I hope, that it will be released in April-May.

 

The provided workaround must work for all Windows user accounts.

Please make sure, that you run a new task of explorer.exe.


1. Press ALT+CTL+DEL combination.
2. Open Task Manager => File => Run new task.
3. Type Explorer.exe and click OK.

Have a nice day.

 

 

 

 

 

 

 

 

 

 

 

Hello,

 

Just bought the product and also facing this same bug.

 

Your workaround works but it’s not really a good work around, i can’t tell my child to do this every time, she doesn’t know how.

 

Is there any idea when there will be a fix?

Thank you!

According to the info in the bug - the issue at this step at MS side. So the case is related to OS.

As I understand when there will be news from MS - the fix shoul be included in the nearest patch for the product.

 

Workaround is known: launch Task Manager (Ctrl+Alt+Del) - start explorer manually.

 

Hi there.

same issue with both of my children’s notebooks.

Same situation: both, KIS and KSK installed, sign-out and sign-in sometimes works, starting explorer.exe manually works, but is not feasible for my children

KSK and KIS are on the latest version & patches, WIn10 is on 20H2 (Build 19042.746)

 

still no solution in sight? 

I am facing same issue, on login the black screen appears and the cursor is active, the screen remains blacked out I have to alt crl del sign out and sign in again, on second attempt the desltop appears and logs in successfully.

 

I have been dealing with the exact same issue for months for three different PCs, and now it’s getting worse as it’s not only happening to child’s account but also to my laptop/desktop’s initial startup. When it happens during PC startup, you face a black screen with a mouse cursor moving around, nothing else; unlike with the child’s account, you could apply the workaround by holding Ctrl+Alt+Del, signing out and back in in a second attempt; no, there is nothing you can do if it happens at PC startup other than forcing the PC down (by pressing and holding the power button) and reboot the PC. It happens more frequent on my desktop than on my two other laptops, to be precise.

Here are my KSK info on one of my laptops:

  1. ​Operating system version & build? (select Windows  Search, type  winver   press enter, the popup will display the information)
    Version 1909 (OS Build 18363.778)
  2. KSK license (Free, Premium, Trial) ? & version ?
    Premium version 20.0.14.1085 (j)
  3. Has a KSK/system requirements check been done?
    Yes
  4. Is  “after entering the password & pressing enter, the screen goes black”  a new problem or has always existed?
    Has always existed on three different PCs.
  5. If a “dummy” child profile is created, at login, after entering the password & pressing enter, does the screen turn black ? 
    I did created a "dummy" child profile on this laptop and the issue started right after KSK was installed.
  6. Are any Windows Parental Control options configured/enabled?
    No
  7. Has your son’s original KSK profile been deleted and a new KSK profile created & the issue tested? Both a laptop and desktop he's using have been re-imaged several times but the issue persists
  8. Is there any other Kaspersky software installed? If “yes”, name, version & patch(x)?
    No
  9. May I have a video of the issue please?
    I can send a picture I took when it happened this week.
  10. Has KSK been uninstalled & reinstalled?
    All three laptops / desktop have been re-imaged several times but the issue follows right after KSK is installed; that being said, there is no such issue without KSK, period.
  11. Has the issue ever been logged with Kaspersky Technical Support?
    ​Not yet

I don’t think the responses provided by kaspersky are helpful.
 

I have the same issue and also sent the utility report for them to check out. kaspersky  gave me their solution from a solution 1 year ago…. which  Is to simply use the CTRL ALT DEL fix. Well for  for a young child in school that solution is unacceptable.!

 

And ... it is quite wrong to state that this is a Microsoft issue. For starters, Kaspersky software operates in a Microsoft environment and has to be compliant with Microsoft...Microsoft is under no obligation to be compliant to kaspersky.   Secondly, this “ black screen issue “ during login is a known issue for more than one year.   It is hard to believe that the kaspersky team can not find a solution to this issue.

 

thx for the update

Same problem here. I just bought the premium license and now facing this issues.

 

Windows Education 20H2 (19042.789)

Hi Flood

Thanks for your quick reply.

 

  1. Win10 version & build? (select Windows :mag_right: Search, type  winver   press enter, the popup will display the information)
    1909 (Build 18363.628)
  2. KSK license & version ?
    Premium, 1.0.5.1360
  3. Has a KSK/system requirements check been done? 
    yes
  4. Is “after entering the password & pressing enter, the screen goes black”  a new problem or has always existed? 
    It is a new problem. It doesn’t happen with each login, only about each 2nd. It does not happen if I de-install KSK. It re-appears if I re-install KSK.
  5. Have you deleted & recreated your son’s Windows profile & rechecked? 
    yes.
  6. If a “dummy” child profile is created, at login, after entering the password & pressing enter, does the screen black ? 
    Not tested. What would be the difference between a real profile and a dummy profile?
  7. Has KSK been uninstalled & reinstalled
    yes.

Any idea?

 

best 

Slooti

 
 
Userlevel 7
Badge +5

it is quite wrong to state that this is a Microsoft issue. For starters, Kaspersky software operates in a Microsoft environment and has to be compliant with Microsoft...Microsoft is under no obligation to be compliant to kaspersky.

It is not the question of compatibility, it is that Kaspersky triggers some hidden bug in Windows, which can be fixed by Microsoft. We have been working on a workaround, but there is no ETA at the moment. 

 

Also wondering why Kaspersky has 2 bug requests for the same issue

If the symptoms are similar, it does not mean the root causes are the same. :wink:

Same issue with black screen on both kids laptops.

Suitable workaround is Ctrl-Alt-Del and Log off or User Change and Loggin again with the same User. It is Ok for my 10 years old son.

Userlevel 7
Badge +9

Hello @wang_yanhong,

Welcome!

Thank you for your comprehensive information:ok_hand_tone3:

:question: Regarding Q2 & Q8, the information, KSK Premium version 20.0.14.1085(j), is indicative of Kaspersky AV software, not KSK (see my images), please post images of all installed Kaspersky application About screens

 

 

 

 

  • :arrow_forward: Thank you for confirming the workaround proposed by @Mikhail Shakhov works for your child’s account but not for your account. 
  • :arrow_right: Please log a case with Kaspersky Technical Support know, they’ll need a GSI  & Windows logs, the detailed history above, images and they may need KSK Traces, they will guide you if Traces are needed.
  • After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.
  • :arrow_right: Please PM the INC# to @Mikhail Shakhov.

Please let us know what they advise, when the information is available?

Thank you:pray_tone3:

Flood:whale:

Here you go:

I have just logged a case with your technical support earlier.

KTS version:

 

KSF version:

 

Userlevel 7
Badge +9

Hello @wang_yanhong

:white_check_mark: Thank you for confirming KTS v20.14.1085(j) & KSK v1.0.5.4848(d) are both installed:ok_hand_tone3:

:white_check_mark: & for logging the case with Kaspersky Technical Support:clap_tone3:

  • Please let us know the outcome when it’s available? 

Thank you:pray_tone3:

Flood:whale:

Are there any updates to fix this bug?

It's extremely frustrating. 

Stuck with this black screen issue as well. Laptop used to work fine but ever since KSK has been installed the PC is rendered next to unusable. Uninstalled KSK problem went away. Reinstalled KSK and problem immediately comes back. Looking through the thread this has been going on for more than a year for people so if MS isn’t going to fix their bug then Kaspersky needs to design around it. 

Userlevel 7
Badge +9

Are there any updates to fix this bug? It's extremely frustrating. 

Hello @NaplanA

Patch F for Kaspersky Safe Kids for Windows version 1.0.5 was released on August 21, 2020.

  1. What patch is your KSK? 
  2. Has KSK been uninstalled & a clean install done?  IF “yes”, & if KSK is licensed, log a case with Kaspersky Technical Support, fill in the template as in image 2, include a GSI  & Windows Logs, images of the problem, a detailed history & the URL/link to this Community topic

 

 

 

  • After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.
  • Please share the outcome with the Community when it’s available?
  • IF, you’ve done a clean install & KSK is not licensed, please post back?

Thank you:pray_tone3:

Flood:whale:+:whale2:

Userlevel 7
Badge +9

I don’t think the responses provided by kaspersky are helpful.

Kaspersky “workaround” Use the CTRL ALT DEL fix.

Well for for a young child in school that solution is unacceptable!

Hello @New User

Welcome & agreed!

To add to “why” the Kaspersky “workaround” is untenable, young & special needs children cannot manage the workaround, discussions with their Teachers, School Assistants & School Aids, initially they were prepared to wear the impost, however, none of them can understand why this has not be fixed, nor can we & all of them do not have the time or resources to be doing this when the kids are required to CTRL ALT DEL etc., 6 times daily. 

Thank you:pray_tone3:

Flood:whale: +:whale2:

Userlevel 7
Badge +9

Hello @Cassius Dsouza 

Welcome!

Please tell me: 

  1. Operating system version & build? (select Windows :mag_right: Search, type  winver   press enter, the popup will display the information)
  2. KSK license (Free, Premium, Trial) ? & version ?
  3. Has a KSK/system requirements check been done? 
  4. Is  “after entering the password & pressing enter, the screen goes black”  a new problem or has always existed? 
  5. If a “dummy” child profile is created, at login, after entering the password & pressing enter, does the screen turn black ? 
  6. Are any Windows Parental Control options configured/enabled?
  7. Has your son’s original KSK profile been deleted and a new KSK profile created & the issue tested?
  8. Is there any other Kaspersky software installed? If “yes”, name, version & patch(x)
  9.  May I have a video of the issue please? 
  10. Has KSK been uninstalled & reinstalled?
  11. Has the issue ever been logged with Kaspersky Technical Support?

Please let me know?

Thank you:pray_tone3:

Flood:whale:

Hello,

 

I have the same issue. I have newly installed the latest version (with path F). The black screen issue persists. Please advise! thank you!  (I have the trial version of Kaspersky Safe Kids, so with the premium functions enabled).

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