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Windows 10 update KB4103721 black screen (ver 1803)

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mrabbitt, User (Posts: 3)

May 22, 2018 11:09:06 am EDT

I believe someone else posted about this but I think I can shed a little light on the problem and provide a fix.  KB4103721 is a cumulative security update for Windows 10 v1803 that was just recently released.  We've found that if the Remote Utilities Host service runs on startup and you install KB4103721, you won't be able to get to the login screen on boot.  If you roll back the update and turn off the service on startup, install the update, and re-enable the service it works fine.

To roll back the update, we booted into "System Restore" off the UEFI boot menu which takes you to a Windows recovery and troubleshooting menu where you can either select system restore or roll back Windows.

Conrad, Support (Posts: 2371)

May 22, 2018 11:27:20 am EDT

Hello mrabbit,

Thank you for your post. Our team is already investigating the issue and we will see what might be causing this a how we can fix it.

Conrad, Support (Posts: 2371)

May 22, 2018 12:14:44 pm EDT

Meanwhile, this is what other users say about this Windows update:

Windows 10 Cumulative Update KB4103721 Version 1803

Specifically some users mention that this update prevents the computer from booting (we were reported that too by a different user of ours).  

Hopefully, Microsoft will patch this with another update soon.

Chuck Wagner, User (Posts: 5)

May 23, 2018 11:39:16 am EDT

I worked around this by enabling "Use Legacy Capture Mode" in the host options. Not sure what performance impact is has, but it resolved the black screen issue.

Richard Sheasley, User (Posts: 2)

May 24, 2018 7:37:26 pm EDT

I too had been chasing an issue with Windows 10 version 1803 and getting to the Windows Blue Panes and then black screen, followed by blue circle spinning for hours (over night) and the only way I could get into Windows was to power down the system about 6 times and then it would finally get to the desktop since Tuesday. I looked at the event viewer and did a few troubleshooting steps like verified I did not have a bad hard drive, then did SFC /scannow, and then finally took a look at the Windows Event Viewer for applications and System errors warnings, etc. I also checked to see if there were any 3rd party apps that were recently updated since the start-up problems started on Tuesday 5/22 and the Windows Update 1803 was installed successfully on 5/10 and had been working for a period since the May security updates had been applied. When the failed boot was taking 40 minutes out of the day, today I uninstalled a few different 3rd party apps (Remote Utilities Host, a GPS app, and disabled the services on a bunch more that I could do without for a testing period like Dropbox app. I was a bit hesitant to do a restart of the computer, but went ahead and did that at the end of the day after the uninstall of Remote Utilities Host. If others are reporting issues, I'll probably re-enable some of the other services one at a time and test restarting. I hope there is a fix for this if in fact it is the Remote Utilities Host application.

Conrad, Support (Posts: 2371)

May 28, 2018 1:21:05 pm EDT

Hello Richard,

Do you have SSD drivers in your system? There are some known issues.

We tested this updates several times in our laboratory but update went seamlessly and the Host started normally as it should. Perhaps, it has something to do with specific hardware.

Richard Sheasley, User (Posts: 2)

May 29, 2018 4:29:28 pm EDT

Conrad wrote:

Do you have SSD drivers in your system? There are some  known issues .

We tested this updates several times in our laboratory but update went seamlessly and the Host started normally as it should. Perhaps, it has something to do with specific hardware.

No SSD drive, first thing I had done was also to test the hard drive in the system with a Checkdisk full test. Then after the first day of getting the system started and running I looked at the event viewer and clearly saw a list of services errors:  Log Name:      System
Source:        Service Control Manager
Date:          5/24/2018 12:57:37 PM
Event ID:      7000
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      My-PC
Description:
The RManService service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
 <System>
   <Provider Name="Service Control Manager" Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service Control Manager" />
   <EventID Qualifiers="49152">7000</EventID>
   <Version>0</Version>
   <Level>2</Level>
   <Task>0</Task>
   <Opcode>0</Opcode>
   <Keywords>0x8080000000000000</Keywords>
   <TimeCreated SystemTime="2018-05-24T16:57:37.925608400Z" />
   <EventRecordID>2158</EventRecordID>
   <Correlation />
   <Execution ProcessID="820" ThreadID="3480" />
   <Channel>System</Channel>
   <Computer>My-PC</Computer>
   <Security />
 </System>
 <EventData>
   <Data Name="param1">RManService</Data>
   <Data Name="param2">%%1053</Data>
   <Binary>52004D0061006E0053006500720076006900630065000000</Bi­nary>
 </EventData>
</Event>
And also: Log Name:      System
Source:        Service Control Manager
Date:          5/24/2018 12:57:37 PM
Event ID:      7009
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      My-PC
Description:
A timeout was reached (30000 milliseconds) while waiting for the RManService service to connect.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
 <System>
   <Provider Name="Service Control Manager" Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service Control Manager" />
   <EventID Qualifiers="49152">7009</EventID>
   <Version>0</Version>
   <Level>2</Level>
   <Task>0</Task>
   <Opcode>0</Opcode>
   <Keywords>0x8080000000000000</Keywords>
   <TimeCreated SystemTime="2018-05-24T16:57:37.925608400Z" />
   <EventRecordID>2157</EventRecordID>
   <Correlation />
   <Execution ProcessID="820" ThreadID="3480" />
   <Channel>System</Channel>
   <Computer>My-PC</Computer>
   <Security />
 </System>
 <EventData>
   <Data Name="param1">30000</Data>
   <Data Name="param2">RManService</Data>
   <Binary>52004D0061006E0053006500720076006900630065000000</Bi­nary>
 </EventData>
</Event>
(And there were a few other services with the same Error 7000 and 7009, but either uninstalling or shutting down the services for the other devices and then restarting and re-enabling all but 1 software package besides Remote Utilities Host has resulted in the system to again start up properly, and continue to run since Weds afternoon of last week. There are also many reports of a specific AV software causing issues with this KB update, but again I do not have that particular AV protection software running on my system either....  I will probably be reinstalling the last software package (GPS software) shortly but have left the Remote Utilities off this PC until I hear about some sort of update from Microsoft on the KB or an newer version of Remote Utilities Host becomes available.
Edited:Richard Sheasley - May 29, 2018 4:32:41 pm EDT

Ryan Annear, User (Posts: 8)

Jun 14, 2018 11:01:30 am EDT

Check for recent KB update pushed via patch Tuesday (KB4284835). Microsoft specifically mentions a "Black screen" fix. I have applied it to several endpoints and have heard no one complaining so far. Not saying it will resolve the issue, but worth a shot as I have found 1803 to be cranky more so with the new Intel integrated GPU drivers, forcing me to fall back to older builds.

Conrad, Support (Posts: 2371)

Jun 14, 2018 11:56:43 am EDT

Thanks for the information, Ryan!

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