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‎05-31-2024 01:06 PM

HP Recommended

The screen goes black so frequently that I can't use the laptop. Its crashes while on a Zoom session, working on a Word or Excel document, and even when browsing the Internet. No the screen is not asleep. No commands work so I have to do a hard shut down, wait a few minites, then re-boot. Its almost unusable!!!

I've had it for 2 years. Can this be fixed?

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1 person had the same question
1 REPLY 1

‎05-31-2024 01:23 PM

HP Recommended

Probably. I would encourage you to run a full hardware diagnostic from UEFI. Here are instructions:

 

https://support.hp.com/us-en/document/ish_2854458-2733239-16

 

Crashes such as you describe can come from bad memory, a bad storage disk, or a bad video card (basically the same as a bad motherboard). Can also come from software (Windows settings or drivers). One of the more difficult tech tasks is tracing down the cause of random crashes. There is also a log file Windows keeps that can provide some helpful information on crashes. 

 

https://www.supportyourtech.com/tech/how-to-check-crash-logs-in-windows-11-a-step-by-step-guide/

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