HP Omen Laptop Screen Goes Black

[dedenikki]

So I have a problem. My HP omen laptop is only a few months old and the screen goes blank (sort of a black screen) with no way to use the computer other than doing a hard shutdown. It goes through startup completely fine and works fine until I try to play any game then the screen goes black and nothing is responsive. The keyboard nor the mouse does anything. 

I did notice that the screen flickers sometimes but I don’t know what causes that or what stops it. 

I have to keep the charger plugged in and when I unplug it, the screen goes out in a matter of minutes.

I’ve tried to get it fixed by a few repair shops but they don’t seem to know how to fix it either. I would really like to at least know what the issue may be if anyone knows.

[Photoray002]

Hello @dedenikki 

I dont know if I will find the answer, but I will try.

To clarify, you say it works fine while plugged in, but goes out when you unplug and run on battery only?

This is at anytime or just when gaming on battery?

[dedenikki]

It goes out no matter if I’m gaming or not. It’s more frequent if I’m gaming though, if that helps.

[Photoray002]

OK, so the key idea here is that it goes out when on battery, no matter what you're doing.

Ultimately, I think you are going to have to contact HP Support directly for a warranty issue.

Have you run the UEFI Diagnostics yet?

Keep the laptop plugged in to the charger.

Turn on the laptop and immediately and rapidly tap the F2 key until the diagnostics menu appears (NOTE: Windows has not booted).

Go to Component Tests and navigate to Power Test and test the battery.

HP How to use Diagnostics

If the battery is bad, hopefully the diagnostics will report it.

Let me know what is says.

[dedenikki]

I’ve done HP live chat support and I’ve both updated the BIOS and done the UEFI diagnostics. The results from the diagnostic tests (I’ve done it three times now) have all pointed towards everything being fine and no issues or error messages have appeared.

I’ll run the test anyway and let you know.

edit: okay so it says that it’s primary state is okay but it was unable to test the primary battery. 

And the component test says warning and I haven’t ran it yet. Do I run that test too?

[Photoray002]

Well, I have no way of knowing what you've done so far, so Im going only what you had originally mentioned.

The component tests are the individual hardware tests that I pointed you to. That is where you run the extensive battery test.

If the test indicates that it cannot perform the primary battery test, there is an issue with the battery.

Updating the bios will most likely have nothing to do with the black screen on battery problem.

If you are still under warranty, HP needs to replace the problem battery.

[dedenikki]

I ran the test and it says that it passed.

[Photoray002]

OK, then just for clarity, I would also suggest you run the Extensive test for everything (not Component test).

It might take a few hours to run. It will check the whole system.

But it sounds like a power issue while on battery, if it works fine plugged in.

Sometimes the battery might still be bad, even though the diagnostic shows its fine.

[dedenikki]

Okay, it says it’ll take  4 hours but I’ll be sure to post an update when it finishes. Thank you for helping so far. It’s much appreciated.

[dedenikki]

So as a update:

Unfortunately, the screen went blank before it could finish. And the only way anything can be done to it is if I press and hold the power button to turn it off.