Screen goes black for certain applications

[Waldo8]

I just recently purchased this notebook (HP Gaming Pavilion - 15-cx0192tx) about a week ago, and have come across the same issue as other owners of this or similar notebooks. The screen will sometimes randomly turn black, but certain events often cause one. The most common example is when I am enter a voice channel in the application Discord. Within 30 seconds, the screen will turn black. Sometimes the screen will come back normally, other times it will have a yellowish hue but far too often I am forced to sleep my computer or restart. I am still able to hear sounds in the background, so I assume it is an issue with the graphics. I have updated the BIOS and graphic drivers, but the issue still persists. I have noticed others have had similar issues, but I am not sure if any of the solutions they received worked. Anyone know how to fix this issue?

Thanks, Waldo. 

[Echo_Lake]

@Waldo8
Thank you for posting on the HP Support Community.

• Did this happen after a recent window or software update?

While you respond to that, let's try these steps: 

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8.

BIOS default: 

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer.

Next step: 

Perform Windows Update and HP Support Assistant:

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

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.

[Waldo8]

Hi Echo lake,

Did this happen after a recent window or software update? 

I'm not entirely sure, but I am pretty sure it started occuring from the start. I started updating windows and drivers in response to the screen going black, not before. I am having trouble performing a hard reset for my specific laptop. Do I simply hold down the power button for 15 seconds and if so, what happens to my laptop? However, I did the bios reset and have updated with both windows and hp support assistant except the Intel Rapid Storage Technology Driver which fails to install. 

[Echo_Lake]

@Waldo8
I would suggest you download the latest driver for Intel rapid storage from the Intel website and install it in compatibility mode in the computer.

Click here: To downloads the Intel Rapid Storage Technology.

Keep me posted for further assistance.

[Waldo8]

I have installed the driver from the website, but the issue continues to persist. 

[Echo_Lake]

@Waldo8

I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Waldo8]

Okay thanks for trying Echo. However, I have another issue which may be easier to fix. Sometimes my wifi connection randomly stops working. It is not the router or provider's fault because I am still able to connect with my other devices. The way I get around this is by disconnecting and reconnecting to the network, and I instantly reconnect to the internet. However, this is really annoying and disruptive. Is there a particular driver I should be using or does the adapter have an issue? 

Thanks, Waldo. 

[Echo_Lake]

@Waldo8
Let's test the wireless network adapter in order to isolate the issue. 
Use the following steps to open the Component Tests menu.

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 main menu, click Component Tests.
4. The Component Tests menu displays.
5. Wireless Module Test - This test checks that the BIOS detects the wireless module and that it is enabled.

To run the test, click the Wireless Module, and then click Run once.

1. The Wireless Module Test takes 30 seconds to complete.

If the test passes, try these steps: Reinstall the network adapter using the link 

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.

After your computer has restarted once in Windows test your wireless connectivity. Try connecting to the Internet again.
 

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.