Automatic Repair then black screen

[perrennial]

 I really wish I could read this.

[Echo_Lake]

@perrennial

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824 (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).
• What is the operating system?
• Have you made any hardware/software changes?
• What is the exact issue with the device?

Keep me posted for further assistance.

[perrennial]

Thank you Echo-Lake.

Not sure where the automatic repair came from...but it was blank when I woke it up in the a.m.

Product ID - C7G62UA#ABA

Operating System:  Windows 10

No, I had not made any changes to the system.  About a week later I got an external monitor on sale and plugged it into a USB port.  I have been using that ever since.

I did try to reseat the ram and also did a "hard start" as someone suggested and neither helped.  

Now this is a pretty old computer that this old lady can't afford to replace.

Any suggestions?

Thank you for any help.

Pamela

[Echo_Lake]

@perrennial
Thank you for posting back. 

Not to worry! we can fix this issue, however, if its hardware related issue then computer needs to be repaired,

In order to isolate the issue lets perform a system factory reset: click here 

Note: by performing system factory reset will erase system data and files.

Keep me posted for further assistance.

[perrennial]

Oh Echo_Lake, does that my system well go back to Windows 8?  Also, does this mean I will loose EVERYTHING on my computer and it will be like I just bought it home from the store.

I will have to do some major deep thinking about this.  I was planning on getting a 1T SSD Sata disk in another 2 months if this thing doesn't die befor then.

Anxiously waiting to hear from you.

Pamela

[Echo_Lake]

@perrennial

To get the answer to this question, Yes! performing factory reset will wipe data and put the computer back to factory default settings,

However, you will get data back options while performing a system factory reset, from the Start screen, type reset to open the Search charm, and then select Remove everything and reinstall Windows from the search results. Under Remove everything and reinstall Windows, click Get started. On the Reset, your PC screen, click Next.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[perrennial]

Thank you for your time Echo_Lake,

I will give it my all and follow every detail of your message this evening.  I wish I could deny the fear I feel inside and you will know if I do not return that I failed.  However...it may just set things right & give me a direction to go.

See you soon,

Pamela

[Echo_Lake]

@perrennial

Work on it as per your convenience and please keep me posted on the results.

Have a great day!

[perrennial]

Hi  Echo_Lake,

I survived.

This is what I found out"

Failure details:

IMPORTANT:

The test found a problem with the display adapter. The adapter or the system board may need to be replaced.

Is this something I can do?

Pamela?

[Echo_Lake · Accepted solution]

@perrennial

I appreciate your efforts to try and resolve the issue. As you've performed relevant troubleshooting steps and the test result refers to the hardware failure. I would request you to contact our Support and our Support Engineers should be able to check the available service options for your laptop.

HP Support can be reached by clicking on the following link:

• Click on this link – www.hp.com/contacthp/
• Select the product type.
• Enter the serial number of your device or select let HP detect your product option.
• Select the country from the drop-down.
• You should see the HP support number or Chat option listed

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.