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Level 2
19 17 1 3
Message 1 of 12
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Solved!

Black\Grey screen when opening Lid

HP Recommended
OMEN HP - 17-An061tx
Microsoft Windows 10 (64-bit)

Hi all

 

When I open the lid of my HP Omen the screen displays black or grey. Sometimes the back light comes on and sometimes it doesn't. If I open and close the it sometimes can be hard to wake up and I have to restart holding down the power button. If I leave overnight and leave the lid open it fires up without a problem 

 

What I've done is reinstalled windows twice. Plus factory reset through HP recovery. Tried the disable app readiness updated all drivers done all the hardware test with no problems. Disconnected the battery and removed the ram

 

On latest Nvidia driver

 

I've adjusted settings of what the screen should do when I open the lid 

 

At a loss now. Any help would be much appreciated

 

Cheers

11 REPLIES 11
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HP Support Agent
HP Support Agent
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Message 2 of 12
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HP Recommended

@Clarkie52, Welcome to HP Support Community!

 

I appreciate your efforts in trying to resolve the issue. This looks like a hardware issue. Please reach out to the HP Support in your region regarding the service options for your PC.

 

Hope this helps!

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

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Level 2
19 17 1 3
Message 3 of 12
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@TEJ1602

 

But the screen is fine when I'm in recovery or the bios screen. No problem when opening and closing the lid

 

 

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HP Support Agent
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@Clarkie52

 

Could you check if it works in safe mode? Refer to the document https://support.hp.com/in-en/document/c03439317 for help.

 

Also, perform an extensive system test-

 

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press Esc repeatedly, about once every second.

When the menu appears, press the F2 key.

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

4. Click the Extensive Test.

5. Click Run once, or Loop until error.

While the test is running, the time remaining and test result for each component are

shown on the screen.

6. If a component fails a test, write down the failure ID (24-digit code) so you have it

available when you contact HP Customer Support. The information is also available in

Test Logs on the main menu.

 

Keep me posted.

TEJ1602
I am an HP Employee

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Level 2
19 17 1 3
Message 5 of 12
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Hi TEJ1602

 

I ran them tests a few weeks ago and there was no errors.

 

When in safe mode the opening and closing of the lid there is no problem. The screen stays on it doesn't go black.

 

Cheers

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HP Support Agent
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@Clarkie52

 

I understand your concerns.

 

Have you tried with an external monitor?

 

Please perform the below steps and check.

 

Hard Reset:

1) Shutdown the computer.  

2) Unplug all the Adapter and peripherals connected.  

3) Remove the Battery. ( not for Built-in Battery computer ) 

4) Press and hold down the power button for 15 to 20 seconds.  

5) Plug-in the Adapter and put the Battery back into the computer if it's a (removable battery)

6) Try to turn on the computer and check, If the issue persists continue next step

 

Set BIOS default and restart:

  1. Restart your notebook.
  2. During startup, press F10 repeatedly until the BIOS menu is displayed.
  3. Once the BIOS menu is displayed, press F9 to restore factory defaults.
  4. Select Yes to confirm.
  5. Press F10 to save changes and exit.
  6. Select Yes to confirm.
  7. The computer restarts using the default settings.

Have a nice day!!

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Message 7 of 12
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I already disconnected the battery and removed ram. But that was with the other problem I had and I done it a few weeks ago maybe longer. Will give it another go soon and report back.

 

Also have reset bios.

 

Thanks for your input

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HP Support Agent
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@Clarkie52

 

Yes, try those steps and let us know how it goes.

 

Cheers.

Sandytechy20
I am an HP Employee

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19 17 1 3
Message 9 of 12
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Still the same 

 

No change

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@Clarkie52

 

I request you to talk to HP support.

They might have multiple options to help you with this.

  1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
  2. Select the country.
  3. Enter the serial of your device.
  4. Select the country from the drop-down.
  5. Click on "Show Options".
  6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several.

Cheers.

Sandytechy20
I am an HP Employee

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