Black Screen

[Tigalow]

After a Windows 11 update (specifically KB5035853...OS Builds 22621.3296 and 22631.3296), I haven't been able to see the screen on my laptop.  

Spent many hours with HP support (i.e., chat and phone) with ultimately them saying that I had to:  

• Send my computer into HP, as the product is still under full warranty.  
• Back up all files before sending in to make sure HP doesn't accidentally delete the hard drive
• If you can't backup, take it to an HP Rep at Best Buy, where they can do it for you at a cost

Now, why the hell would I pay an additional fee to back my files up if it's under warranty?  Shouldn't that be covered?  

Anyway, get to Best Buy trying to get prices on backup service NOT COVERED under warranty...HP Reps are only available on Saturdays!  Great, it's Sunday!   Head over to the Geek Squad.  Saying that back up hard drive would cost $100.  Not going to happen!  

However, he told me try and connect to tv/another monitor via HDMI cord.  Perfect.  Why did neither HP Chat or Phone rep tell me of this option?  Not sure.  But 6 hours later, after connecting to my TV screen via HDMI, I find out the following:  

• Update Driver (Intel 30.0.101.3111 - REV A) - Under the EVENTS tab, this is what provided after attempting to update this driver.  
• 3 of 4 steps configured properly - oem95.infm, oem131.inf, and oem186.inf
• 1 of 4 not configured correctly ?? Saying "Device not started (igfxn)"
  • In the info section, it says the following:  
    • Driver Name: oem186.inf
      Class Guid: {4d36e968-e325-11ce-bfc1-08002be10318}
      Service: igfxn
      Lower Filters:
      Upper Filters:
      Problem: 0x0
      Problem Status: 0xC00000E5

Can somebody please help me with this?  I refuse to send my laptop in and risk everything being lost.  But at the same time, I'd like to get the black screen fixed, as I can only view my laptop thru my HDMI/Television connection.  

Thanks!

[TheOldMan]

As you probably already deduced, there is a driver problem with that Windows 11 cannot resolve.  By searching for the error code there are various troubleshooting sources.  Here is one

https://windowsreport.com/windows-11-0xc0000005-error/

You might search the web for other guides, also, as sending the laptop for repairs is the last resort.

BTW: I would not pay for data backup when you can do it yourself with reliable software and an external place to save the backup  IE: external hard drive or clone the hard drive to another drive (External drive)  Actually I would do that anyhow for your own protection.  Sending the laptop away for repair is almost definitely a must to do a backup as the laptop will probably be a replacement and not your old laptop.