Screen goes black while using. please help me as soon as possible

[SLN3210]

Screen goes black while using and I restarted.while restating it shows logo after that agian black.please help me as soon as possible.

[Sneha_01]

Hi @SLN3210,

Welcome to HP Support Community.

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

It sounds like you're experiencing an issue where your computer screen goes black, either during use or when restarting. Here are some steps you can follow to troubleshoot and potentially resolve the issue:

Check Connections: Ensure that all cables connected to your monitor and computer are secure, including the power cable and video cable. If you're using a laptop with an external display, check those connections as well.

Try a Different Monitor or Cable: If possible, connect your computer to a different monitor or use a different video cable to determine if the issue is with the monitor or the cable.

Boot in Safe Mode:

• If you can see your screen during boot (like seeing the logo), try booting into Safe Mode. This can help bypass any problematic settings or drivers.
• For Windows, you can boot into Safe Mode by restarting your computer and pressing the F8 key repeatedly before the Windows logo appears. Then select "Safe Mode" from the menu.
• For macOS, turn on your computer and immediately press and hold the Shift key until you see the login window. Then release the Shift key and log in. Everything might look bigger on the screen.

Check for Overheating: Ensure that your computer is not overheating. Check if the fans are running and if there's excessive heat coming from the unit. Overheating can cause the computer to shut down or the screen to go black.

Update or Reinstall Video Drivers:

• Sometimes, outdated or corrupt video drivers can cause display issues. If you can access your desktop in Safe Mode, try updating or reinstalling the video drivers.
• For Windows, you can go to Device Manager, find the display adapters, and right-click to update or uninstall the driver. Restart the computer normally to let Windows reinstall the driver.
• For macOS, updates are handled through the System Preferences under Software Update.

Check Hardware: There might be an issue with your graphics card or other internal hardware. If you feel comfortable opening your device and you have the expertise, you can check if the graphics card is properly seated in its slot or if there are any signs of damage.

System Restore or Recovery:

• If you suspect a recent change in your system caused the issue, consider performing a System Restore on Windows to revert the system settings to a previous state where everything was working fine.
• For macOS, you can use Time Machine to restore from a backup or use macOS Recovery to reinstall macOS without deleting your data.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support

[SLN3210]

Thanks for replying.but, no use. I went to HP service centre they said it is software issue we should reset(format) and have to reinstall the windows.and i have no other options.if i went other shops maybe warranty will be denied.so i done it from HP SERVICE CENTRE. And i lost many of my important work files from my laptop😢😭.

[Sneha_01]

Hi @SLN3210 ,

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it out as it requires advance support or repair.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Suppor