Problems with HP Laptop PC 17-C3000 IDS

[kemanpana]

I have been trying to get my wife's computer fixed for over a month now. There are three issues, the screen will go black but the backlight will still be on, it will completely freeze up and need to be restarted and sometimes lines will appear on the screen. It is less than a year old and still under warranty. After many different conversations with many people, I finally got them to open a case and send me a box so we could send it in for repair. We got it back two days ago and opened it up, plugged it in to fully charge and when we turned it on it immediately froze. I would restart it and every time I turned it on it would freeze. The screen goes black, everything freezes and we can't even get it fully booted up. HP says they updated BIOS, operating system was reinstalled, they performed extensive testing and replaced an LCD cable. All of that and the problems we sent it in for are all still there. My wife is beyond frustrated with HP, she needs the computer for work and has resorted to using her old PC with a significantly smaller screen which is also driving her nuts. When she was shopping for a computer I told her she should just get a Mac, she didn't listen. This having to mail your computer to get repaired is so time consuming and annoying. It would be so much easier if they had Saturday hours as well. If I have an issue with my Mac I take it to the Apple Store and get to interact with them and have assurance that they recognize my issue and can fix it. However I have never had an issue with my Mac, it just always works.

[VikramTheGreat]

Hi @kemanpana,

Welcome to the HP Support Community.
 

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

I understand how frustrating it is when your HP Laptop PC 17‑C3000 IDS continues to freeze and show black screens even after repair. Let’s work together to resolve this under your warranty.

Recommended HP Steps

1. Perform a Hard Reset
   • Power off the laptop and disconnect all peripherals.
   • Unplug the AC adapter.
   • Press and hold the Power button for 15 seconds.
   • Reconnect the AC adapter and power on.
      
2. Run HP UEFI Hardware Diagnostics
   • Power on and immediately press Esc repeatedly.
   • Select F2 – System Diagnostics.
   • Run System Fast Test, then System Extensive Test.
   • If any test fails, note the 24‑digit Failure ID. This ID helps us authorize repairs quickly.
      
3. External Display Test
   • Connect the laptop to an external monitor via HDMI.
   • If the external display works while the internal screen shows lines or goes black, this indicates a display hardware issue.
      
4. BIOS Recovery
   • With the laptop off, hold Windows + B, then press the Power button for 2–3 seconds.
   • Release all keys and wait for BIOS recovery to complete.

 
Please do try and let me know so I can get more help further in taking care of the issue.
 

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat