My monitor randomly goes blank while using the computer.

[screengoesblack]

I just got a brand new HP ENVY All-in-One 27-p010xt CTO (Touch) two days ago.  Except for this one issue, it is the nicest computer I've ever used, but this one issue is a major one and is driving me crazy.  If it cannnot be resolved soon I will return it and ask for a full refund and get a different brand.

While using the computer the whole screen goes black (blank) for a second or two at a time.  If I am watching a video the audio will continue to play while the screen is blank.  It goes blank at least once every 3 minutes, but can do it up to 10 times in one minute making the computer unusable.   This started the first day I had the computer after a few hours of use.  It got worse and worse as the night went on and eventually the screen was blank 90% of the time with intermittent times where I could see the screen and do things.  I ended up restoring to initial settings and went to sleep and the next day (day 2) the computer never messed up. 

On day 3 (today) it worked great but after a few hours of use started up again with going blank randomly.  It went blank at least 10 times while typing this post.

I have checked for drivers updates on the graphics cards but they are up to date.  The Bios software is also up to date. 

[Tardis40]

Hi @screengoesblack,

I hope you enjoy your visit to the HP Support Forums. I understand you are having an issue with the screen going blank. I will be glad to help you.

Please follow the steps from the following documents.

Blinking or Flashing Screen After Upgrading to Windows 10

Error: Display Driver Stopped Responding and Has Recovered (Windows 10, 8, 7)

Please keep me informed of how things went. 

If you require further assistance, let me know and I will gladly do all I can to help you.

Please let me know if this resolves the issue by marking this post as "Accept as Solution".
To simply say thanks, click the Thumbs up below! 🙂

Thanks.

[screengoesblack]

This did not help the problem at all.  It has blinked several times while typing this short response after doing what you said.

The only thing that makes it stop is to reset the computer to initial factory settings and then the problem comes back after a few hours of use.  I have done that 3 times in 4 days and it is the only thing that gives a little break from the issue.  The only programs I have installed are Mozilla Firefox and Itunes. 

I also chatted with a HP support person since this initial post and he took over my computer and tried all sorts of stuff for an hour and a half and nothing he did worked either.

He said it might be a hardware issue.

[Tardis40]

Hi @screengoesblack,

Please use the following http://www.hp.com/contacthp and create a case for your issue and contact HP. If you live outside the US/Canada, please click the link below to get the contact information for your region.
http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

Please keep me informed

[screengoesblack]

Is that link the place to go to return the computer?