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Multiple HP Elite x2 1012 G2's - Screen Black, Device Unresponsive

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HP Elite x2 1012 G2
Microsoft Windows 10 (64-bit)

Hello, I'm an IT Desktop Engineer for a company of about 260 users. They all have Lenovo laptops for the most part but we are now switching to HP laptops as I was unhappy with the hardware issues on the Lenovos. We have about 30 HP Elite x2 1012 G2 2-in-1 devices in our company so far. The feedback has been hit or miss. We're seeing misc one off issues.


Lately we've had a few users that disconnect from their dock, go to a meeting and let the device stay closed for a while, open the keyboard and the screen is black and unresponsive. While this is happening the keyboard backlighting is on so the device is on. If they click the power button nothing happens. If they hold the power button to force shut the device down and then click it again to turn it on nothing happens. It takes us in IT about 3-5 minutes of messing around with force holding the power button down and restarting it for the HP boot screen to FINALLY come back on. Has anyone else experienced this? These devices are starting to seem finicky for the $1,400+/each paid for them...

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Check the advisories that have been reported for the system.


Additionally, download and run HPIA (HP Image Assistant) on one of the impacted system.


Image Assistant will analyze the system and compare your current image against the current HP reference image and report any potential issues.


Potenitial areas you might want to review are your Thunderbolt drivers, System BIOS and/or video drivers.



I am an HP Employee.

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We have 11 of these and 5 suffer the same issues - they are a mix of wifi and wifi/Cellular. We've even flattened one, put a completely vanilla Win 10 Pro build on, ran the HP download assistant, updated everything Windows related (including trying Insider preview - 1909) and still get the same behaviour. At times they will spring back to life with a tap of the power button > wait  > tap again and hit enter but mostly it's a case of holding to power in for what feels like an eternity and booting from scratch. The issue is far more regular when the battery dips below 75%. We've even had multiple instances where colleagues have logged in, are working away and the screen locks / blanks, seemingly for no reason. 


It's so intermittent that we can't really raise a warranty claim but equally frustrating. 

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