Black screens after Firmware update F.17

[Dany2891]

Hello everyone!

I don't know if you are facing the same issue I'm going through: my HP Laptop 15s-eq3004sl running with Windows 11 Home 10.0.22631 has always been stable and reliable.

Three days ago I installed a firmware update (AMI F.17, 20/12/2023) and from that I'm experiencing black screens (one or two times a day) that make the laptop completely unresponsible; no on-screen errors, no audio beeps, no blinking leds. The only option to have it back running is to hold the power button for more than 3 sec, turning it off, and than booting again.

My standard setup is with power cord plugged, WiFi connection, HDMI cable connected to external monitor, USB mouse and USB headset. 

Browsing the web I didn't find any recent post of similar behavior... 

I hope this will be fixed soon!

Thanks

Daniele

[Sneha_01]

Hi @Dany2891,

Welcome to HP Support Community.

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

It sounds like you're dealing with a frustrating issue after updating your HP Laptop's firmware. Firmware updates, while designed to enhance functionality or fix existing bugs, can sometimes introduce new problems. Here's a step-by-step approach you might find helpful in troubleshooting and potentially resolving the black screen issue:

Check for New Updates: Occasionally, HP releases further updates to address issues caused by a previous update. Visit HP's official website, navigate to the support section, and check for any new firmware or driver updates for your specific model.

Roll Back the Firmware Update: If the problem started after updating the firmware and there are no new updates to fix the issue, consider rolling back to a previous firmware version. You can usually do this through the BIOS settings or using a utility provided by HP.

Update Drivers: Make sure all your drivers, especially the graphics card and chipset drivers, are up to date. Sometimes, firmware updates can cause compatibility issues with older drivers.

System Restore: If you had system restore enabled before the firmware update, you could try restoring your system to a point before the update was installed. This can help if the firmware update has caused system instability.

Check External Connections: Since your setup involves external devices (monitor, mouse, headset), try booting your laptop without these devices connected to rule out any issues related to external hardware.

Perform a Clean Boot: Software conflicts can sometimes cause the issues you're experiencing. Performing a clean boot (booting with a minimal set of drivers and startup programs) can help you identify if a background program is causing the black screens.

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!

Rachel571 

HP Support

[erico]

for the next time it happens try the following procedure to recover to the previous working BIOS..

Make sure that the power adapter is connected.

Hold down the Windows key and the B key.

Keep holding down those keys and press the power button to restart the laptop. 

Continue holding down the Windows key and the B key until the laptop responds with a recovering BIOS message. 

It may take up to 45 seconds for the laptop to respond..

[Dany2891]

Thank you @Rachel571 for your support.

Yes, I totally agree... this is definitely frustrating!

I want to provide you an update about the issue:

Check for New Updates: sadly no new firmware updates have been released so far.  

Roll Back the Firmware Update: I've just performed today a firmware restore, but sadly the issue still happening

Update Drivers: I've double checked with HP, and there isn't any driver update available

System Restore: I've performed a clean factory reset of Windows 11 

Check External Connections: I cannot work without the additional monitor (it would be a complete nightmare), I've tried working with wired ethernet cable instead WiFi, but it doesn't brought any benefit

Perform a Clean Boot: also in this case the suggestion is not fully applicable... I cannot work the whole day with the system in this setup.

I've also performed all the tests and checks available by HP Support tools, either software and hardware... but nothing came out.

The unbelieving thing is that I don't get any event in Event Viewer, not an error code on screen... with this lack of data is almost impossible troubleshoot the issue.

I was expecting more from HP!

Thank you

Daniele