Issues with video playback blacking out

[susie1167]

This pc is just shy of 12 months old but has just started cutting out to a black screen when I'm trying to playback videos I upload from my phone. They play for a few seconds and then black out, although the sound is still audible. All updates have been applied so the system is up to date. I have just tried to do a system reset via windows, opting to keep all of my files, but I keep getting an error message that the installation has failed and the system has not been reset.

Help with both issues would be greatly appreciated as I don't know what to try now. 

[Echo_Lake]

@susie1167

Thank you for posting on the HP Support Community.

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
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