Laptop starts but screen remains blank; have tried hard reset and BIOS recovery

[Nick5021]

I recently bought my mum this laptop, which worked fine for 4 weeks (with one exception) and now won't boot. On switching it on, the fan operates and the screen lights up slightly, but nothing more happens. It is not a monitor problem, as the screen works for BIOS recovery/hardware diagnostics.

We have tried the following steps:

1. Removed all external devices (i.e. the mouse) - no change

2. Ran from AC power and on battery - no change

3. Hard reset - had no effect (although there is no removable battery, so it isn't quite the same)

4. BIOS recovery using Windows+B - the recovery takes place but when the computer restarts, it's the same issue

5. HP Hardware Diagnostics. No error messages as such BUT the Diagnostics hangs when doing the second pass of the Fast Test (during video memory testing), the Extensive Test, and some of the similar component tests. Tried individual tests for processor, system board - these were fine.

We have not tried:

- Reseating the memory or similar, in line with the advice to avoid invalidating the warranty

- A system recovery. We'll do this if necessary but wanted to see if there were other suggestions first, to avoid lost data and time (my mum lives somewhere else, and she will have to reinstall Windows/ lots of programs on her own, so want this to be a last resort!)

My mum did report that last week, the laptop crashed a couple of times, and gave her a Boot device not found error (she couldn't remember when, but presumably at boot or reboot). It worked fine for a week after that.

Any advice on other diagnostics or possible troubleshooting very welcome. As I said, we can try system recovery if necessary.

[praveen196]

@Nick5021 Welcome to HP Community!

I understand that the Laptop starts but the screen remains blank.

Do not worry. I will try to fix the issue.

As you have stated that you have done all troubleshooting steps. 

I would suggest you perform the hard drive test once again.

Hard Drive test 
 

1) Shutdown the computer.  

2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.  

3) Press F2 once.  

4) Go to Component test.  

5) From the list, run the Hard Drive (extensive) test.  

If the test is passed, you have to perform the recovery.

Keep us posted,

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