White screen of death and black screen of death regularly on HP Envy 750

[Martin322]

I just got the new HP Envy a few days ago, and regularly every 30 minutes or every few hours I am getting a black or white screen of death. Leaving the computer on does nothing; though stopping it and restarting has always worked thus far. It is not overheating.

[Rainbow23]

@Martin322,

Welcome to HP Forums, this is a great place to get support, find answers and tips.

Thank you for posting your query, I'll be more than glad to help you out.

I understand that you are getting a black or white screen of death regularly every 30 minutes or every few hours and the computer works only after restarting.

In order to assist you better, please let us know the model number of the unit and the operating system installed on the computer from the links below: 

1. Click Here to Find Your HP Product Model Number

2. Click Here If Windows Operating System is installed

3. Click Here If Mac Operating System is installed

In the meantime, you may try these steps: Remove battery, remove the plug and hit the power button for 30 seconds. Then put back the battery and start your computer. Once you see something on the screen, plug the cord. 

You have a good day ahead.

[Martin322]

Sorry for the delay in replying.

Product code: 4CE6440LWV
Envy desktop 750-470na
Radeon RX480 8 MB
Core i5-6400 

I did update the AMD Radeon graphics card display driver and this seemed to have solved the problem for a while, but I am now back to similar situation, though this time it is a "grey" screen of death and this sometimes happens every half an hour, every 10 minutes or every few hours and the only solution seems to be to switch the PC off manually and restart as  Ctrl-Alt-Delete does nothing.

Regards

[Rainbow23]

@Martin322,

Thank you for your reply, I'll be more than glad to help you.

Please follow these steps to perform a system test.

1) Turn on the computer and repeatedly press the Esc key to enter the Startup Menu.

2) Now press the F2 key to access HP PC Hardware Diagnostics (UEFI) main menu.

3) On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.

4) Click Extensive Test.

5) Click Run once to initiate the test.

Note: It will take few hours to complete the test.

Let me know the results!

If possible, please send us the screenshot of the blue screen error screen.

You have a good day ahead.

[Martin322]

Hi Rainbow23
I have tried pressing the Esc key and also tried pressing the F2 key to get to the setup menu;  however, all that happens is that while I do see the Setup menu, I only see it for a fraction of a second and then it disappears and the screen just goes dark and remains in that state and I have to restart the PC by switching it on and off again.

What I have also tried is to download the latest Radeon RX480 driver using the AMD software updater, to no avail. The software updater starts and then just hangs. I have also tried updating this driver using the HP support assistant software and similarly, the download begins and then just hangs and never completes. I have also tried downloading the video driver for the CPU chip and similarly, this just hangs and never completes.

It seems to me to possibly a display driver issue; however, I am unable to update the driver. The PC is certainly not overheating (I have CPUID monitor installed) and this black or white screen of death happens even just when using the Internet and without putting any strain on the CPU or GPU. 
 
Generally, it sometimes happens after half an hour, or an hour and sometimes it can go for several hours without happening, though if I just restart the computer normally it usually happens again very quickly. To restart it I have to pull out the electrical plug, hold the on button down for a few seconds, then plug it back in and restart. 

Control+Alt+delete does nothing as it is display issue, and nothing is getting through to the display at all. 

[Rainbow23]

Hi @Martin322,

Thank you for your reply, I'll be more than glad to help you.

I understand that the issue still persists after following the steps provided in the previous interaction.

This issue could be a hardware issue with the unit.

However, I suggest that you run the hardware diagnostic test again by following the link: http://hp.care/2qITdAB

If the issue persists, then you may need to contact HP phone support for further assistance at the link: www.hp.com/contacthp

You have a good day ahead.

[Martin322 · Accepted solution]

Hi Rainbow 23.

I seem to have solved this for the time being. Just to let you know what the solution was.

I could not update the graphics card driver by using the AMD control panel or HP support assistant, as the graphics driver did not install and just hanged;  however, I used Windows device manager, right clicked on the graphics card, and then clicked update and it did install a new AMD driver. Since I have done this, the PC has not crashed and everything is fine now, though the update installed an earlier version (16.6) of the AMD driver and I still cannot update the driver using the AMD control panel. 

Anyway, everything seems to be fine now. It was just the AMD graphics driver and not an HP issue.

Thanks for your assistance.

[Rainbow23]

Hi @Martin322,

You are welcome.

I understand that the issue has resolved after updating the AMD drivers.

I also appreciate your time and patience.

Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

It was a pleasure assisting you. You have a good day ahead.