Random Black Screen (with backlight and system running fine)

[TseuHi]

Hey,

I've had this black screen problem for a while now and it's driving me crazy.
When happening, the system is running, and the backlight is working too.
This can happen when booting (no omen logo, no bios, nothing) or when the laptop wakes up from screen saving. It never happens outside of those cicumstances. And it can be solved after one or two reboots.. or sometimes it's more like 10+ reboots for it to work again. Completely random. And it can happen 3 times a week or twice a day. As I said, it's random.
Plus, connecting my TV screen via HDMI doesn't change a thing when this occurs. And it's been happening for a year and a half maybe, with every Nvidia driver that came out since then. Ctrl+Shift+Win+B doesn't do anything. So I'm guessing it's more of a graphic card issue.. voltage maybe ? I don't know..

The only thing I couldn't try is going back to a previous BIOS version from a time when I didn't have the problem. But those versions aren't compatible with Windows 10 20h2 (or whatever the name of the update is) nor Windows 11.

Any advice ? My laptop is currently running a fresh Windows 11 install, with every last updates and drivers.

[Nirvana_95]

Hi @TseuHi

Welcome to the HP Support Community. Thanks for bringing this to our notice.

I see that you are facing black screen-related issues on your system. Do not worry, we are here to fix it.

May I know from when are you facing this issue?

Did you make any hardware or software-related changes to it?

I would suggest you please use the link below and follow the steps. Once done, let me know the outcome of it: https://support.hp.com/in-en/document/c01997899 

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

Click the “Yes" on the bottom right to say “Thanks” for helping. 

[TseuHi]

Hi @Nirvana_95

Thank you for you answer.

I think I've had this issue for some time. If I had to guess, I'd say it never happened before BIOS version F.35 Rev.A that was needed for Windows 10 20H2. It's just a wild guess, I lived with the issue for some time before it began to irritate me...
That's it for the software related changes I guess, I don't know..

The only hardware change is 16 Gb of RAM, installed the same week that I bought the laptop.

Sorry I didn't reply earlier, the documentation you provided requires some time to test everything, couldn't find the time yet.
In the meantime, as I just installed a fresh copy of Windows 11, I happened to notice that I had to deactivate the Windows security based on virtualization to be able to use the omen gaming hub Undervolting tool.
It's been a few days, and I didn't have a black screen yet.... Could be luck, I don't know..
Do you think this could be related to my issue ?

I'm going to test the memory today and I'll keep you updated.

Thanks for the followup

[TseuHi]

So, everything seems to be in order :

- Test for memory problems using HP PC Hardware Diagnostics : Extensive test passed without errors

- Test for hard drive problems using HP PC Hardware Diagnostics : Quick test passed without errors

I got a black screen yesterday and one this morning that wouldn't return to normal after 3 reboots, so I checked the memory physically.

- Check for loose memory modules : I removed and reseated the 2 modules.

Now I've got to wait and see if I got another black screen, but the memory modules were not loose, so I don't think it was part of the problem.
It's kind of hard to tell since the problem is clearly random.. I didn't have a black screen issue for 4 to 6 days maybe, and now I had the problem 2 days in a row.

Thank you for your time !

[Nirvana_95]

Sure.

Keep me posted. If the issue persists, we might have to replace the part. We have a different team that handles hardware-related issues. I would suggest you please contact our phone support team and they will be able to assist you. 

1) Click on this link -   https://www.hp.com/us-en/contact-hp/ww-phone-assist.html 

2) Select your product type below. 

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill out the web-form and proceed further. 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please reply to this message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it. 

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

Click the “Yes" on the bottom right to say “Thanks” for helping.