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Student
Posts: 1
Member Since: ‎03-25-2017
Message 1 of 4 (519 Views)

Screen stays blank; can't enter into safe mode.

Product Name: HP Pavilion 23-q113w
Operating System: Microsoft Windows 10 (64-bit)

When the computer starts up, the HP logo appears briefly, then the screen appears to go into sleep mode. Can't get anything to open up (can't see anything on the screen at all). Tried F8 to enter into safe mode, but that doesn't work either.

0 Kudos
HP Support Agent
Posts: 10,713
Member Since: ‎08-10-2016
Message 2 of 4 (489 Views)

Re: Screen stays blank; can't enter into safe mode.

[ Edited ]

Hi @SharonD2,

 

Thanks for taking an interest in the HP support forums. A very good day to you. Smiley Happy I understand that you require assistance regarding boot and display issues with the PC. It will be a delight to help you. Smiley Happy

 

Splendid troubleshooting. Superb effort and commendable description of the issue. Kudos to you for that. Smiley Happy You are an important HP customer and it is an absolute privilege to share this platform with you. Smiley Happy

For better clarity and to assist you better I would require more information regarding this.

  • Did this happen after a windows or software update? Do you remember?
  • Did you perform a hard reset and check?

First off, we need to isolate the issue to being hardware or software related.

 

For a start please perform a hard reset from this link: http://support.hp.com/za-en/document/c01463028 then try to fire up the computer and check if it works fine. If it does not,

Please check if the computer goes to the bios page and shows a display. Steps:

  • Please keep tapping the Esc key gently several times as soon as you power on the computer.
  • It takes you to the startup menu.
  • Then press the F10 key to go the bios.
  • Then press the F9 key or F5 key to load setup defaults and select yes and push “enter.”
  • Then press F10 to save changes and exit and check if it still boots to the screen that you described.

If the bios comes up, please load bios defaults exit bios and run complete system diagnostics from this link: http://support.hp.com/us-en/document/c03463381  and follow the steps in the option “Run the Extensive Test (2 hours or more)”

If diagnostics fail, the computer needs to be serviced by contacting HP phone support. If they pass, then please perform a system restore from this link: http://support.hp.com/us-en/document/c03327545 and follow the option “Restore your computer when Windows cannot start normally”. This should do the trick for you. Please keep me posted. I will keep a watch for your reply.

 

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

 

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. Smiley Happy

DavidSMP
I am an HP Employee

Honor Student
Posts: 2
Member Since: ‎03-28-2017
Message 3 of 4 (466 Views)

Re: Screen stays blank; can't enter into safe mode.

I am having the same issues with my computer and I've troubleshooter and nothing
HP Support Agent
Posts: 11,319
Member Since: ‎07-19-2016
Message 4 of 4 (452 Views)

Re: Screen stays blank; can't enter into safe mode.

Hi @Isashelby

Welcome to the HP Forums!

I appreciate you taking the time to share your concern and thank you for using this forum, it is a great place to find answers.

I reviewed your post and I understand that you are unable to boot.

I’d love to help!

Follow the steps in the below article and check if it helps.

http://bit.ly/2geAd5o

Let me know how it works and you have a good day ahead.

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.

Take care!

Cheers!

The_Fossette
I am an HP Employee

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation