Aspire AV15-51 Black screen after Windows 11 boot up and log on

I have just purchased a new Aspire AV15-51 that cosmes with Windows 11.
I booted it up and got the windows 11 installed using the inbuilt wizard.
When I restart the machine the next day, it boots up to login screen, and when logged it all I get is a balck screen.
It isnt the BSOD, as I can see my cursor moving and nothing else.
I ran the task manager, and I can see the Acer car app running.
I tried to start a new task using the task manager and managed to open Notepad but not explorer.
Does this new laptop (which is only 3 days old) already have a fault????
Please help urgently as it is needed for some presentation.

[Edited the thread to add model name to the title]

Accepted answers

All comments

Alejandro_AC

Hi @Komfi what do you mean by installing Windows 11, it didn't come pre-installed on the computer?
What exactly do I install?

Thank you.
All the best.

Komfi

Hi,
It came pre-installed and I just had to finish the set up as you would do in a new laptop.
The laptop was bought new from Acer website 2 days ago.
I am able to log into windows O/S using my microsoft account, but then i only get a black screen but I can see the mouse cursor moving about when i move it.

I have tried logging into another machine with my microsoft account, and there is no issues with that.

Commodore_1995#

Try reinstalling windows by pressing alt+f10 before the acer logo.

Alejandro_AC

Access in safe mode, third option and check if the screen has visibility:

https://support.microsoft.com/en-us/windows/start-your-pc-in-safe-mode-in-windows-92c27cff-db89-8644-1ce4-b3e5e56fe234

Thank you.
All the best.

StevenGen

https://community.acer.com/en/discussion/688940/aspire-av15-51-black-screen-after-windows-11-boot-up-and-log-on

This should not be happening to a brand-new laptop, the only thing I can think of is for you to do a battery reset (see caption below) by inserting a paper clip into that battery reset pin hole and press that for 10 sec to reset the battery and laptop, or if that doesn't work, then do a Hard Reset that is if you want to open a brand new laptop up? As I would send this laptop back to Acer and get them to fix it!

Note: a Hard Reset entails taking the back base cover off and removing the eleven (11) screws securing the lower case to the upper case then disconnecting and removing the main battery and taking it out, then disconnect the RTC/BIOS battery and short the + & - mainboard plug with a paper clip to reset the CMOS and take the ram out, then leave the laptop like that for 15min and then reconnect everything, as that should reset the Super IO, bios and chipset chips which should reboot your laptop and you should get an image.

Battery reset.

RTC/BIOS battery

Komfi

I am able to boot up in safe mode perfectly.

Komfi

I dont think I am confident in opening the laptop to play with the bios battery, especially as it is a new laptop

Komfi

https://community.acer.com/en/discussion/comment/1218052#Comment_1218052

I rebooted in safe mode ok, and then restarted back in normal mode.
That appeared to have resolved whatever the issue was, as it has now booted ok.

By the way, when booting up in safe mode, it tried doing some updates, but these failed and it rolled back.
Could it have been the updates that caused issues?