Technical information

Video Driver/Black Screen Problem
Overview
In a few cases, users have either improperly configured their display adapter or had software corrupt the
driver. The result is frequently a black screen after Windows NT loads. If the user selects VGA Mode the
monitor will work properly, but only at 640 by 480 at 16 colors.
Solution
The best method to correct this problem is through pcAnywhere. If pcAnywhere is not set to start with
Windows have the customer restart the computer in VGA mode and configure pcAnywhere to start with
Windows. Restart the computer normally. Call in through pcAnywhere and go to the display properties. Set
the monitor for “640 by 480” at “60 Hertz” and click on the apply button. The customer should now have an
image on their monitor. Have them set the desired resolution and refresh rate, then hit test. Verify with the
customer that they can see the test graphic on the monitor. If the client can see the graphic, click “Apply,”
have the customer close the display properties and verify that they can see everything. To be safe, restart the
PC and have them complete log-in again. If the screen blacks out again, repeat the process in the
“Administrator” user account.
Use the “Te
st” button after selecting the resolution and refresh rate.
If you are not able to log in through pcAnywhere, restart the computer in VGA mode. From VGA mode,
remove the video drivers and install them from the original disk in both “Administrator” and “Sable.” This
will reset any improperly configured settings and replace any corrupted drivers.
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revision 0.2.8.7