Blank screen issue

[charita1]

I have mentioned the product name. My laptop screen goes blank since yesterday. Power stays on and sound stays on while streaming but the screen goes completely blank. I have took microsoft support agent help and he updated and reinstalled the driver, which did not work. Now even after reboot, sometimes my screen shows only blank screen, but i hear sound. Please help me with this issue

[haythamkha]

Hi,

Thank you for the update.

You are absolutely right not to replace the battery yourself if HP has stated that it is **non-user replaceable** and that an authorized technician must perform the replacement.

Since you already received the replacement battery and have now escalated the case to the EMEA battery recall escalation address, that sounds like the correct next step. I would also recommend keeping the battery boxed and keeping all case numbers, shipment details, and recall documents ready in case HP asks for them again.

Until HP confirms the service appointment, I would avoid opening the ZBook or attempting the replacement yourself. If the current battery shows any swelling, overheating, unusual smell, or charging abnormality, stop using the machine and keep it disconnected from power until HP provides instructions.

Hopefully HP will now arrange the technician visit and close the recall service properly.

Best regards,
Haytham