Screen and keyboard flickering then turning off

[philalis]

Hello, I have problems on my Victus 16 laptop.

The problems occurs every time the laptop is turned on, usually after around 20 minutes of low usage (internet, discord, ..., even when doing nothing) or very fast when launching a game.

The problem started around 1.5 month ago, it was very minor at first, the screen (and keyboard) would flicker once or twice then everything went back to normal, but now it flickers more then turns off, sometimes it isn't turned off but just on a very very low luminosity, less that what can be put with settings.

However, the computer itself works well, if I plug in a external monitor and keyboard, it works perfectly.

Since the keyboard also disconnects, the only way to turn off the computer is currently to cut it out of power (battery included).

I have installed and ran HP Diagnostic tools, they didn't find any errors.

I updated the Bios, didn't change a thing, resetting it to factory settings didn't help either.

I checked internal connections, didn't change anything.

I saw that the issue outcome to the same thing as disconnecting the keyboard connector (it does turn the screen off too), but it is well connected.

I saw on this forum some people having similar issues, never mentioning keyboard problems, and the support always gave solutions about BIOS, drivers, power settings, before going to private for more assistance, so I didn't find anything more I hadn't tried.

Thanks for any help you can provide.

[VikramTheGreat]

Hi @philalis,

Welcome to the HP Support Community.
 

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

Thank you for reaching out and providing detailed information about your Victus by HP 16.1-inch Gaming Laptop PC 16-s0000. We understand how frustrating it can be when your laptop display and keyboard flicker and become unresponsive. Based on the behaviour you've described—especially the simultaneous screen dimming and keyboard disconnect—this appears to be a hardware-related issue, likely concerning the internal keyboard and display circuit or their shared connection on the system board.
 

You've already performed several important steps, including:

• BIOS update and reset
• HP Diagnostics (no errors found)
• Reset to factory settings
• Internal connection checks

Next Steps:

Please follow these steps to ensure all diagnostics are covered before arranging service:

1. Update All Drivers via HP Support Assistant
   Make sure all drivers—especially chipset, graphics, and embedded controller firmware—are up to date:
   👉 HP Support Assistant | HP® Support
    
2. Run HP PC Hardware Diagnostics (UEFI)
   Power off your laptop completely.
   • Press the power button and immediately tap Esc repeatedly.
   • From the Startup Menu, press F2 to launch diagnostics.
   • Run Component Tests > Keyboard and Display.
      
3. Perform System Logs Export (Optional but Helpful)
   If the diagnostics pass, we recommend you export system logs and contact HP Support for advanced analysis.

I hope this helps.

Take care and have a good day.

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

VikramTheGreat

HP Support

[philalis]

Hello @VikramTheGreat, thanks for your reply.

I tried the steps you gave me.

1) I went to HP support assistant, and my drivers are all up to date.

2) I ran keyboard and "Video" test (in component test).

The keyboard tests were successful, I couldn't see the test once the problem occurred, and it just logged as canceled.

For the display test, I ran it a few times and it passed every time, then I made it loop, and even while I got the problem, the test still passed. While running this test, once, the problem occurred and  it somehow turned back on for a bit before going back to being off. (Closer to the behavior I had had in the past)

We then come to option 3)

How do I contact HP ? The only thing I could find on the website was to call them or go to this forum, but when doing research, I can find a "support@hp.com". 

Is that mail address legit ?

Or is there another way to contact HP ?

Thanks for your help.

[VikramTheGreat · Accepted solution]

Hi @philalis,

Thank you for letting me know.

Please help us with your HP unit serial number or the product number in a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon in the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number because we value your privacy.

VikramTheGreat

HP Support