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Sam1232
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Black screen - Can't see anything

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HP Pavilion Aio PC

My pc upgraded to windows 10 and  it caused printer problems. I finally clicked on "uninstall" windows 10. Assumed I would get back to Windows 7. I got a black screen. I cannot see the mouse arrow. I cannot see anything at all. I can turn on power button, but  just black screen. I do not get HP logo. I see nothing. Need help.

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DavidSMP
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Hi @Sam1232,

 

Thank you for visiting the HP Forums! 🙂 A great place where you can find solutions for your issues with help from the community! I read your post and understand that you need assistance with the computer not working and going to a black screen after uninstalling the printer software. I will be delighted to assist you. 🙂

 

You’ve done an excellent job on diagnosing the issue from your end. Kudos to you on that score. It is always a privilege to work with tech-savvy customers like you. We greatly value your relationship with HP and I take it as a privilege to share this platform with you. 🙂

 

First off , we need to diagnose precisely if the issue is hardware related. I would also require more information regarding this to assist you better.

Please provide the complete model# of the unit.

  • When did this first begin?
  • For starters, please perform a hard reset.

Link: http://support.hp.com/za-en/document/c01463028

Then try to power on the computer to check if it works.

 

If it does not, power down the unit again and as soon as you power the computer back on, keep tapping the “Esc” gently several times. Then check for a display.  You should see the startup screen. Here please press the F2 key to go to the diagnostics screen.

Please run the complete system diagnostics on the computer.

Link: http://support.hp.com/us-en/document/c02491515

If it passes, then please run a system recovery to factory settings by visiting this link: http://support.hp.com/in-en/document/c01867418

 

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you. 🙂

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead. 🙂

DavidSMP
I am an HP Employee

Sam1232
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Thanks for your quick response. The black screen problem occurred right after the "uninstall."

The hard reset is not working. ESC did not give me a screen either. Can see absolutely nothing.

23-1015

DavidSMP
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Hi @Sam1232,

 

I reviewed the post and thank you for your quick response. I'm afraid that it is a hardware issue with the unit. Please try to connect it to an external TV using an HDMI cable to isolate if the issue is related to the computer screen or the motherboard.

 

If the TV brings up a display, then the LCD panel of the computer is faulty. If not, it is the motherboard. Please contact HP phone support to get the unit serviced 

by visiting this link: http://hp.com/contacthp

 

Please select the country and type the product# of the unit. Then please follow the on-screen instructions to contact HP phone support. Please note that if the unit is under warranty, then the manufacturer's warranty should ideally take care of the situation.

 

Link to check if the unit is under warranty: http://support.hp.com/gb-en/checkwarranty/

 

Trust me I've done all I can to assist you here. It has been an absolute privilege to work with you and share this platform with you.:)

 

 

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you. 🙂

 

To simply say thanks, please click the "Thumbs Up"button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead. 🙂

DavidSMP
I am an HP Employee

Sam1232
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Sorry its taken me so long to get back to you. My PC does not have an HDM1 hookup, so used an adapter. I connected my PC to a TV.    The TV did not display the black screen, it was light but fuzzy. Plus I guess I dont have an OS right now.

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