Black Screen

[D10S]

Hello, I have an Omen 15 laptop with an rtx 2060, everytime I play games without limiting the frames at 60 the laptop goes black screen. I reinstalled windows and the drivers but the issue is still there. It happend to me last winter and I managed to solve the issue by installing some old drivers. Now not even rolling back the drivers work.

[A_Gayathri]

Hi @D10S ,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I'm sorry to hear that you're experiencing issues with your Omen 15 laptop. A black screen issue during gaming can be caused by various factors, including graphics driver problems, overheating, or hardware issues. Here are some steps you can take to troubleshoot and potentially resolve the problem:

Graphics Driver:

• Make sure you have the latest graphics drivers installed. Visit the official NVIDIA website (assuming you're using an NVIDIA GPU) to download and install the latest drivers.
• If the latest drivers are causing issues, you might want to try installing slightly older drivers that were stable for you in the past.

Temperature Monitoring:

• Overheating can cause performance issues and black screens. Use monitoring software to check the temperatures of your GPU and CPU during gaming. If temperatures are too high, it may be necessary to improve cooling.
• Ensure that your laptop's cooling system is working properly. Clean any dust from the cooling vents, and consider using a cooling pad to help with airflow.

Power Settings:

• Check your power settings to make sure your laptop is not configured to lower performance when running on battery power. Set your power plan to "High Performance" if available.

Windows Update:

• Ensure that your operating system is up-to-date with the latest Windows updates. Sometimes, system updates can resolve compatibility issues.

BIOS/UEFI Update:

• Check if there is a BIOS/UEFI update available for your laptop on the manufacturer's website. Updating the system firmware can sometimes resolve compatibility issues.

Rollback Graphics Drivers:

• If the issue started after a driver update, try rolling back to a previous version. You can do this in the Device Manager by right-clicking on your GPU and selecting "Properties" > "Driver" > "Roll Back Driver" (if the option is available).

Event Viewer:

• Check the Windows Event Viewer for any error messages or warnings related to the black screen issue. This may provide more information about what is causing the problem.

Test with External Monitor:

• Connect your laptop to an external monitor and see if the issue persists. If the external monitor works fine, the problem might be related to the laptop display.

I hope this helps. 

Take care and have a good day.

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!

[D10S]

Hi, thank you for replying to me.

I tried all of these and still Black Screen

Everything is updated

.

I use an external monitor, and I tried to roll back the drivers as well.

Temperature Monitoring: The laptop reaches 80/85 C like usual when playing high demanding games without limiting the framerate at 60fps.

I tried to lower the clock speed, and I reached 70 C without losing too much performance. And still Black Screen.

Power Settings: Set to high performance.

The Event Viewer gave me some errors but I don’t understand them.

[A_Gayathri]

@D10S,

Thank you for your response, I really appreciate your efforts. As the issue still persists, I am sorry to hear that  This needs one-on-one interaction  I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as 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!

[D10S]

Hi I can't find any phone number, could you please send me a phone number that I can call from Canada, Thank you so much for your time.