How to find cause of black screen issue?

[sarahlu]

Hello,

I have a HP Envy x360 with Windows 10 64 bit.  I started it up this morning and had a black screen.  This has never happened before.  I tried holding down the power button to turn it off, but the screen was still black when I tried starting up again.  This happened twice.  On third try, I unplugged the power cable first and it then started up fine.  I have since tested it again, and it is now starting up fine with the cable plugged in, so I can't replicate the issue.

My question is what could have caused this issue, is there any way to find out?  Was it just a "blip" or could it be a warning that something else could be going on?  I rely on this laptop for my job so I really don't want it dying on me!

I have not installed anything new and my graphics card is up to date.  Happy to provide more info if needed.  Thanks

[Echo_Lake]

@sarahlu

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did this happen after a recent window or software update?
• Have you made any hardware/software changes?
• Did you make any changes on the settings of your PC prior to the issue?

The screen might remain black when there is a corrupted file preventing the operating system from loading.

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

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (do not skip any troubleshooting steps even if you feel steps are repeating)

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.

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.

[sarahlu]

Hi.

• Did this happen after a recent window or software update?
• No.
• Have you made any hardware/software changes?
• No
• Did you make any changes on the settings of your PC prior to the issue?
• No

As I said, the problem has gone now, so I don't think there is any reason to perform a hard reset now?  I am just trying to work out what may have caused the issue...

[Echo_Lake]

@sarahlu

Thank you for posting back. 

As I mention earlier the screen might remain black or blank when there is a corrupted file preventing the operating system from loading.

If you come across the same issue again then you use the above troubleshooting steps and also run virus scan.

Not to worry its common occurrence which happens if software or driver are corrupted and computer errors are a common occurrence.

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.