Black Screen

[andyblanch]

I am having the issue that sometimes my laptop's screen will turn off, often when I close the lid, but the LED light and fan stay on. I am unable to wake the screen from this, and the only option is to perform a hard restart. I have updated the BIOS, I have updated all the drivers, I have checked for a windows update, I have performed countless diagnostic runs, I have turned off the Fast Start-up power option, I have turned off link state power management, and nothing has worked. PLEASE HELP!

[Betty0610]

@andyblanch

Welcome to the HP Support Community.

Let's perform a test here:

Hold the power button for at least five seconds to turn off the computer.

Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.

Click Extensive Test.

Click Run once, or Loop until error.

While the test is running, the time remaining and test result for each component display on the screen.

If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[andyblanch]

Sorry I ran this test for 3 iterations and there were no issues found! I’m still having the is problem however. 

[Betty0610]

Let's do these steps:

1) In the search box on the taskbar, type Device Manager, and then select Device Manager from the list of results.

2) In Device Manager, expand Display Adapter.

3) Right-click on the Display Adapter, and then select Uninstall device > Delete the driver software for this device check box > Uninstall.

4) Restart the computer.  

Let's update the BIOS: https://support.hp.com/in-en/document/c00042629

Also, create a new user account and check if it happens there: https://support.microsoft.com/en-in/help/4026923/windows-10-create-a-local-user-or-administrator-acc...

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[andyblanch]

Hiya! Tried all of these steps word for word and STILL HAVING THE PROBLEM. I really don’t know what to do here. Any help is really appreciated thank you. 

[Echo_Lake]

@andyblanch

Thank you for posting back. 

Since you have already tried most of the troubleshooting steps to resolve this issue,
As we have limited support boundaries in the support community as of now. I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

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.