Update 10:30, 06.03.26
- The vast majority of machines affected by the issue can now be used again. If you still have problems, contact IT Help, the central UiO IT support desk..
- Many report being prompted for a PIN at login after their machine was reset. If you experience this, contact IT Help to have it removed. Logging in with a PIN causes problems when using shared areas.
Update 15:10, 05.03.26: A new estimate of the number of affected machines is 1,100–1,200. About 900 of these have either been reset or are in the process of being reset. The IT department still expects to have most of the affected machines reset during the day.
Update 14:00, 05.03.26: Work on resolving the issue is proceeding at a high pace. The IT department expects to have most of the affected machines reset during the day.
Prepare your computer for reset
Do the following:
- Make sure the computer is connected to power with the power cable or docked to a docking station.
- Press and hold the Power button until the computer completely turns off.
Turn the machine back on. When the login screen appears, DO NOT log in. Leave the machine at the login window open.
The computer must be connected to power and have an internt connection. Leave the machine at the login screen open. DO NOT log in. - Check that the network icon appears at the bottom right of the login window (if possible, place the computer in the dock at your office). If there is no network icon at the bottom right of the screen, click on the globe icon that appears and select the network you typically use.
- Contact IT support with the computer name of the machine you want to reinstall. NOTE: Only the system disk will be reset. Your data on the machine will not be affected.
How to find the computer name of your machine
For us to know which machine to reset, we depend on knowing the name of your computer.
The computer name is a combination of numbers and capital letters, for example: UIO-GM0JYJBR.
How to find out what your computer is called:
- In the Windows login window, first select Other user at the bottom left of the screen.
- In the username field, type “administrator”.
- Your computer name should now be visible under the password field, after the text signing in to….
How long does it take?
It may take some time before the resetting starts. The resetting process can typically take up to 2 hours, but in some cases may take longer depending on the network connection. When the process is underway, the screen will be black or show installation messages. When it is ready for use again, the login screen will appear, and you can log in.
Where are my applications?
It is possible that the Office suite and other applications from UiO are not fully installed when you log in after the reset. They will be installed gradually. If you have to wait a bit, you can access email at https://outlook.office.com/ and use the Office applications online from portal.office.com.?
If you have applications on the computer that are not automatically installed by the management system, they may need to be reinstalled.
Did you set up a PIN when you logged in to the machine? Missing shared drives (fellesomr?der)?
We have found that setting up a PIN (Windows Hello PIN) after reinstallation has caused problems for several users. If you log in with a PIN code after your machine has been reset, you will for example not be able to mount/log in to shared drives.
You can remove the PIN yourself by running the app RemoveWindowsHello:
- Open Company Portal.
- Find and run the app RemoveWindowsHello.
- Note: The machine will restart when the app is run.
Questions?
The IT department apologizes for the issues this has caused. If you have any questions about resetting your computer or other related to the "Black screen issue", please contact IT Help, the central UiO IT support desk.