Create an account on the HP Community to personalize your profile and ask a question
11-07-2020 01:40 PM
My keyboard wasn't working so I was ask to shut down the laptop then on it again, and press the esc button after trying that now my laptop screen is blank I can hear it on and start up but can't see anything on the screen. Even my finger print scanner is working but the screen is blank
11-07-2020 02:16 PM
Software failures will generate on-screen messages, usually about not finding an Operating System or not being able to boot. When the screen is blank, the PC is experiencing a major hardware failure.
To determine the cause with hardware failures, you have to be able run diagnostics. We have no way of accessing your PC from here, so we can not do that for you. You have to do it yourself.
You do this by pressing the Esc key repeatedly when rebooting and then, when the HP Startup Menu appears, selecting Diagnostics (usually F2) and letting it run.
If it is NOT possible to run diagnostics, or if that does not work, then there is NOTHING more you can do by yourself -- and there is NOTHING we can do because we have no way of accessing your PC from here to run diagnostics or repair hardware.
You will need to have the PC physically examined in a service facility by folks that can run their own diagnostics to determine what is wrong with it.
If your PC is still under the original one-year HP warranty, or if you have purchased an extended warranty from HP and this is still valid, then having HP do this is an inexpensive option for you. In that case, you should contact HP Customer Support to see about having it repaired or replaced under warranty.
To contact HP Support see the following link to create yourself a case number, then call and it may help speed up the call process:
Step 1. Here is the link: https://support.hp.com/us-en/contact-hp
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click on: HP contact options - click on Get phone number
Case number and phone number appear.
If your PC is no longer under warranty, then it will cost you up front to have HP examine your PC. If you want to do that, you will have to contact an HP Repair or Service Center to see if they can examine the PC to determine the cause(s) of the problems, if it can be repaired, and an estimate of the repair costs.
Since you live outside the U.S., here is a link to HP Service Centers, by Country/Region: https://support.hp.com/in-en/service-center
If you don't get useful results using the Service Center link, here is the main HP link:
I am a volunteer and I do not work for, nor represent, HP
Didn't find what you were looking for? Ask the community