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04-06-2021 01:48 PM
My laptops screen goes black while gaming, where the CPU/GPU are still running and the laptop is irresponsive.
I've been having this problem for more than 2 weeks now, I've tried everything possible to fix it but i remain unsuccessful in doing so. My windows is up to date, my NVIDIA graphic drivers are all up to date. I performed a clean installation of my drivers as well. Re installed windows. Bios updated. There is no overheating issue as well. The CPU/GPU maintain ideal temperatures while gaming. Nothing seems to fix this problem.
I would like to get this problem fixed and i'm asking for your help. Would appreciate it alot!
looking forward towards your response.
04-09-2021 07:55 AM
Thank you for posting on the HP Support Community.
Don't worry as I'll be glad to help,
I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed.
While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time.
Restoring Files that were Backed Up Using HP Recovery Manager (Windows) You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/
The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system.
- Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10)
- Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)
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.
I am an HP Employee
04-11-2021 07:29 AM
Thank you for posting back.
I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the computer and in order to fix this issue, your computer needs to be serviced. As we have limited support boundaries in the support community as of now.
I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically. 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.
I am an HP Employee