Screen goes black randomly

[evinatami]

Hi 

I purchased my HP Pavilion 13-an0012tu just a month ago. The device worked well the first few days but after a week the screen has been appeared black all of sudden (at least once every 1-2 hour of usage). It is not on a sleep mode. The screen goes alive whenever I push the power button but I'm not happy with this because this is a brand new laptop.

I haven't made any changes to the laptop, it may has something to do with the heating but I have no idea how to fix this. 

[Riddle_Decipher]

Greetings! @evinatami 

Greetings! Did you connect an external monitor to your laptop to check if it works fine?

While you respond to that, here's how you need to do:

1. Connect an external monitor to the notebook. For instructions, see Connecting a Monitor, Projector, or TV (Windows 10, 😎.

2. If the computer screen does not display on the external monitor, press F4 (or the key with this symbol ) until the screen image displays.

3. If the image does show up on the display of the external monitor, there might be a graphics driver conflict with the notebook LCD display. With the external monitor connected, go to HP Customer Support - Software and Driver Downloads. Download and install the latest graphics and chipset drivers for your specific computer. If an updated BIOS version is available, see Updating the BIOS for steps to install it.

• If the screen still has the issue, after updating the chipset and graphics drivers and BIOS, the LCD might be defective!

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on the post you feel, helped you the most, 

Have a great day!

[evinatami]

Hi! I didn't connect my laptop to an external monitor. Your suggestion may help, I just haven't tried because I'm not sure how to do it. Do you have any other suggestion?

[Riddle_Decipher]

@evinatami I understand your concern, as suggested earlier, please see Connecting a Monitor, Projector, or TV (Windows 10, 😎 for instructions on how to get started with an alternate monitor, if the issue does not occur on the alternate monitor we could be looking at an LCD failure on the laptop, however, to be on a safer side, considering the fact that the device turns back on when the power button is used, I suggest you turn off the sleep mode and the hybrid sleep using the power options window and here's how to do it:

1. Open up Power Options in the Control Panel. In Windows 10 you can get there from right clicking on the start menu and going to Power Options
2. Click Change plan settings next to your current power plan
3. Change "Put the computer to sleep" & "Turn off the monitor" to never
4. Click "Save Changes"
5. Once done, Click On the “Advanced settings” tab of “Power Options”, expand Sleep tree, then expand the "Allow Hybrid sleep" and Turn off.

Keep us posted. Although, I hope that answers your query,  

If it did, simply select "Accept as solution", to help the community grow, 

And if you wish to thank us for our efforts, click on the thumbs up for kudos.

Have a great day ahead.