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HP Recommended
HP Pavilion 15.6 inch Laptop PC 15-eh1000 (2H5A7AV)
Microsoft Windows 11
  1. while using my laptop it will randomly freeze to a black screen to which nothing can be done save power off and restart - happens totally randomly, sometimes when booting up, or after 5 minutes or after an hour, it is very inconsistent. from what I have been able to find online I have set every sleep/power setting to not sleep as well as have run the diagnostic tool from HP and it passed all but issue persists - the laptop, all things considered, is brand new, purchased about 1.5yrs ago but I have barley touched it till now, but when it was out of the box I do recall feeling it was odd how I often had to start it again because it was just on a black screen, now realizing it was this same issue from day one.
2 REPLIES 2
HP Recommended

Hi @MrKoffee71,

 

Welcome to The HP Support Community.  

 

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


I understand you're experiencing a frustrating issue with your HP Pavilion laptop randomly freezing to a black screen.

 

Since you've already tried adjusting power settings and running diagnostic tests without success, 

 

Here are a few additional steps you can take to troubleshoot the issue: 

 

1.    Turn off the Unit.

2.    Disconnect the AC adapter.

3.    Remove any discs from the disc drive.

4.    Remove memory cards from the card reader slot.

5.    Disconnect all nonessential peripheral devices, such as printers, scanners, external hard drives, and USB flash drives.

6.    Disconnect the AC adapter press and hold the power button for approximately 15 seconds.

7.    Reconnect the AC adapter, and then turn on the computer.

 

Step 2

Turn off the unit and please press and hold the Windows key + letter B key and the power button together for 30 seconds after 30 seconds, 1st release the power button but keep holding the Windows key and B key for ten more seconds and then release these two keys If done correctly, you will see the display flashing once. Please attempt it thrice as this step and Restart the unit

 

Step3

 

The unit has to be turned off, Press Win+ V while holding these two keys then Press the Power button, continue to hold all three keys for 30 seconds and then release the Power button first and then release these two keys Please attempt it thrice  and then you may get a Pop-Up CMOS Check and it will restart the unit 

Even if you don't get a Pop-up restart the unit manually after 3 attempts.

 

After the above  troubleshooting steps if the unit  turns on 

 

Please  update Windows and HP support assistances updates 

And update Bios and other drivers please click on the link. to update the drivers. 

follow this link to run the test hardware test 
 

  • Update Drivers and Windows: Ensure that all drivers for your laptop components (especially graphics drivers) are up to date. Also, make sure that Windows 11 is fully updated as well, as sometimes bugs can be fixed through updates.
  • Check for Overheating: Overheating can cause laptops to freeze or shut down unexpectedly. Make sure that the laptop's vents are not blocked and that the internal fans are working properly. Consider using a laptop cooling pad to help with ventilation.
  • Check for Malware: Run a full system scan with a reputable antivirus program to check for any malware or viruses that may be causing the issue.
  • Hardware Check: Since the laptop is relatively new, hardware failure is less likely, but it's still possible. Consider running hardware diagnostics beyond what HP provides, such as testing RAM and hard drive integrity. You can use third-party tools like MemTest86 for RAM testing.
  • Event Viewer: Check the Windows Event Viewer for any error messages or warnings that might provide clues about what's causing the black screen freezes. Look for patterns or specific error codes that could point to the source of the problem.
  • System Restore/Reset: If the issue persists and you're unable to identify the cause, you might consider performing a system restore to a point before the problem started or resetting Windows 11 to its factory settings. Be sure to back up your important files before doing so, as this will erase all data on the laptop.

 

Refer to this document: HP PCs - Computer locks up or freezes (Windows 11, 10)

 

 

I hope this helps. 

 

Take care and have a good day.

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Take care and have a good day.
Gaya1239 – HP Support.
HP Recommended

Hi @MrKoffee71,

 

Welcome to The HP Support Community.  

 

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


I understand you're experiencing a frustrating issue with your HP Pavilion laptop randomly freezing to a black screen.

 

Since you've already tried adjusting power settings and running diagnostic tests without success, 

 

Here are a few additional steps you can take to troubleshoot the issue: 

 

1.    Turn off the Unit.

2.    Disconnect the AC adapter.

3.    Remove any discs from the disc drive.

4.    Remove memory cards from the card reader slot.

5.    Disconnect all nonessential peripheral devices, such as printers, scanners, external hard drives, and USB flash drives.

6.    Disconnect the AC adapter press and hold the power button for approximately 15 seconds.

7.    Reconnect the AC adapter, and then turn on the computer.

 

Step 2

Turn off the unit and please press and hold the Windows key + letter B key and the power button together for 30 seconds after 30 seconds, 1st release the power button but keep holding the Windows key and B key for ten more seconds and then release these two keys If done correctly, you will see the display flashing once. Please attempt it thrice as this step and Restart the unit

 

Step3

 

The unit has to be turned off, Press Win+ V while holding these two keys then Press the Power button, continue to hold all three keys for 30 seconds and then release the Power button first and then release these two keys Please attempt it thrice  and then you may get a Pop-Up CMOS Check and it will restart the unit 

Even if you don't get a Pop-up restart the unit manually after 3 attempts.

 

After the above  troubleshooting steps if the unit  turns on 

 

Please  update Windows and HP support assistances updates 

And update Bios and other drivers please click on the link. to update the drivers. 

follow this link to run the test hardware test 
 

  • Update Drivers and Windows: Ensure that all drivers for your laptop components (especially graphics drivers) are up to date. Also, make sure that Windows 11 is fully updated as well, as sometimes bugs can be fixed through updates.
  • Check for Overheating: Overheating can cause laptops to freeze or shut down unexpectedly. Make sure that the laptop's vents are not blocked and that the internal fans are working properly. Consider using a laptop cooling pad to help with ventilation.
  • Check for Malware: Run a full system scan with a reputable antivirus program to check for any malware or viruses that may be causing the issue.
  • Hardware Check: Since the laptop is relatively new, hardware failure is less likely, but it's still possible. Consider running hardware diagnostics beyond what HP provides, such as testing RAM and hard drive integrity. You can use third-party tools like MemTest86 for RAM testing.
  • Event Viewer: Check the Windows Event Viewer for any error messages or warnings that might provide clues about what's causing the black screen freezes. Look for patterns or specific error codes that could point to the source of the problem.
  • System Restore/Reset: If the issue persists and you're unable to identify the cause, you might consider performing a system restore to a point before the problem started or resetting Windows 11 to its factory settings. Be sure to back up your important files before doing so, as this will erase all data on the laptop.

 

Refer to this document: HP PCs - Computer locks up or freezes (Windows 11, 10)

 

 

I hope this helps. 

 

Take care and have a good day.

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Take care and have a good day.
Gaya1239 – HP Support.
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.