Helios 300 PH317-51 Black screen after boot scan

Arri
Arri Member Posts: 6

Tinkerer

I have a Helios 300 PH317-51 bought in 2017. Still on Windows 10. A routine Avast scan said it found some malware, which I've never had happen before so I've never done this process before. After clicking "resolve all" it moved the files to quarantine and said I need to do a boot scan on the next restart so I closed everything else and chose to do this right away.
After the scan completed the screen remained dark and nothing else happened. The keyboard lights and fans were still on but after 30-40 mins there was still no change, not knowing what else to do I held the power key to power it down and turned it on again.
The predator logo came up, lights and fans going as before and I also heard the sound I always hear when booting up. But still nothing, it sounds like it's trying to do something since the fans keep going on and off, and the backlight is on.

I've tried the following suggestions from googling the problem:

1. Connected external monitor to see if there was a picture (there wasn't but it looked like something was happening - it was also black but a white horizontal bar appeared intermittently at various heights on the screen).
2. Entered bios with F2 and checked boot order, the only option available was Windows boot manager.
3. Changed to default settings on bios. I was a bit concerned when it restarted - it immediately powered down again with a loud click and a sound like when you turn off a really old tv. Then it restarted again and it seemed the same as before but every 10 or so minutes a blue Windows message would appear, saying there was a problem with starting up, with error code MSRPC_STATE_VIOLATION. It did this maybe 6 times and nothing changed.
4. Booted from the recovery usb stick I created when I got the laptop. I tried all the options except command prompt (I wouldn't know what to do with that). It says there are no restore points (there are). I have no system image to try and the start up repair didn't work (see image if that might be helpful).

IMG20230902214037.jpg


5. Entered Windows recovery area by turning on and immediately off again a couple of times. It wanted a password but I use a PIN to log in. So I reset my password with my phone and it's still not accepted so I can't try the options there.
6. Can't enter safe mode with the restart method, tried options 4, 5 and 6 but they did nothing.
7. Reset battery with a pin pushed in the hole in the case for 30 sec. This gave the collecting info messages and automatic restart loop again.

Is there anything else I can try? I know I have the option with the recovery usb to do a clean install but I'd like to avoid that if possible.

Also any ideas why this happened? Was I too hasty powering it down after the scan or do you think it was already messed up when I did that?

Answers

  • Arri
    Arri Member Posts: 6

    Tinkerer

    edited September 2023

    Just to add, I tried something else

    8. Created a Windows 10 installation usb stick and booted from that. The options under "repair computer" were much the same and nothing worked. Choosing install obviously gives the option for a clean install but there is also the option to "upgrade" which lets you keep your files etc. Of course it didn't let me, but it got me thinking - would it be wise to create a Windows 11 installation and attempt to upgrade to that instead? Or would that make things worse?

  • Puraw
    Puraw ACE, Member Posts: 16,654 Trailblazer

    The 3rd party AV program may have deleted the msrpc.sys file. Don't upgrade to Windows11 as your system is bad, it won't make it worse but will achieve nothing. The good things are that you can still boot to BIOS and are able boot from USB. "Resetting this PC without losing your files" is the best option, you tried to get into Windows Recovery Environment, but that would not take your PIN. The only way to access WindowsRE without a password or PIN is booting with a Windows Recovery flash drive, also called Repair disk. Not the boot drive with the ISO file you used but a different flash drive that you make on another PC with the same Windows version (or borrow a Recovery drive but try that on another PC if you can boot with it). https://support.microsoft.com/en-us/windows/create-a-recovery-drive-abb4691b-5324-6d4a-8766-73fab304c246#WindowsVersion=Windows_10

    Use a FAT32 formatted USB-2.0, 10+GB flash drive for Recovery drive. Once the Recovery drive is made on the other PC, stick it in a USB-2.0 port of your laptop and Boot with F2 to BIOS, move to the Boot Devices tab and you should see the USB drive at the bottom, move the USB drive to the top of the Boot Devices list with F5 or F6, save settings on exit and reboot without F2. You should now see the blue WindowsRE screen with the Repair and Troubleshoot menus. Select Reset this PC without losing my files.

  • Arri
    Arri Member Posts: 6

    Tinkerer

    Thank you, I won't attempt a Windows 11 upgrade then. Wishful thinking that perhaps it could restore the files Avast messed with the same way reinstalling Windows 10 would!

    As for a recovery drive, sadly I don't have access to another Windows 10 machine to create a new one. The one I made when I got the laptop only gives the following options:

    IMG20230904150146.jpg IMG20230904150317.jpg

    Following your link I can see that I should have been updating my recovery drive annually, I had no idea! I just kept it somewhere safe all this time.

    So it seems my only option right now is to reinstall (without keeping anything) but first I'd like to rescue some files that aren't backed up, is there a recommended way to do this?

    I did find a trick to at least view and send some files to an external hard drive - by typing notepad.exe into command prompt, though this method seems a bit iffy.

    (This also got me thinking, is there anything else I could type into command prompt that would let me actually run things instead of just viewing files? Probably more wishful thinking!)

  • Arri
    Arri Member Posts: 6

    Tinkerer

    I've found another way - I followed some instructions to enable the hidden built-in administrator so I can now bypass using my password and reset while keeping files. Cloud download is not available though, only local reinstall.

    Before I pull the trigger I thought it best to ask first, is it safer/better to use the recovery drive to reinstall (after rescuing some files) or should I go ahead and just use the admin account to reset (I understand I must disable the built in admin later once everything is sorted out). Thank you

  • Puraw
    Puraw ACE, Member Posts: 16,654 Trailblazer

    You can remove your HDD/SSD and install it in an external USB case available in any PC shop, but you need another computer to copy your files. I have not heard of a way to bypass the password in WindowsRE like you wrote, I recommend you borrow a laptop, copy your files from the external drive/case and replace the drive in your laptop. Then do the clean install.

  • Arri
    Arri Member Posts: 6

    Tinkerer

    Thank you, luckily the notepad.exe method in command prompt worked great! I didn't have anything too critical but it would have been a massive headache to rebuild some of my game mod folders so it's nice I could save them to an external hard drive without extra hassle.

    I found out about the built-in admin account by reading through the options in the first reply here:

    https://answers.microsoft.com/en-us/windows/forum/all/windows-10-not-accepting-password/4770e328-aa79-4090-afb2-3d59457329f0

    Then followed the tutorial they linked. It doesn't require a password so that makes things much more simple since neither the recovery drive or installation media gave me a reset option. I will try the reset option first (keeping files) just to see the process and what it looks like since I've never seen it before (and hopefully won't have to again)! But my files are backed up now anyway so I can do the clean install afterwards to be safe. And I'll scan the external hard drive too just in case.

    I'm still baffled why Microsoft allows you to sign into your pc with a PIN but doesn't give the option when trying to reset. I wonder how many people have lost everything because of that!

  • I would try to reinstall windows, pressing alt+f10 before the acer logo, instead of using a microsoft iso.

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • Arri
    Arri Member Posts: 6

    Tinkerer

    Ohh I didn't know about alt+f10, that's a MUCH nicer option than force powering off that Microsoft says to do, which felt terrible. Thanks! I've learned a lot these past few days.