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Hugh747
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HP Envy 360 ag0502sa Black Screen

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HP Envy 360 convertible ag0502sa

Where to begin... I bought the laptop in 2019 from Dixon's at Heathrow airport, unbeknown to me at the time, as the product is not available where I live (Brazil) the warranty was not covered. I started to experience black screen issues within the first month, it was like a lottery whether the machine would work or not (teaching online made work impossible) HP and Dixon's refused to help.  One day I decided to change the lead on the adaptor from an English one to a Brazilian one and hey-presto no issues from Dec 2019 - Jan 2021...

One night I tried to hook up my laptop to our TV monitor via the HDMI cable, it all went wrong and when I disconnected the cable and tried to re-start it I had the black screen problem again... I managed to get it to start by doing the windows key + B trick and updated the BIOS.... Then in Jan and beginning of Fed every now and again I'd have the blackscreen problem but would normally get it started in 20 mins or so by repeatedly draining the static and doing the windows key + B trick... I travelled last week and could use it on Thursday, on Friday it didn't work, when I travelled back on Saturday night it worked fine but as of Sunday it has been permanently stuck on the blackscreen.... I'm in Brazil, the imported cost of this computer is 3 times higher here, basically 2-3 months wages, I desperately need to get it fixed ASAP as I need a laptop to work....

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The_Fossette
HP Support Agent
HP Support Agent
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@Hugh747

 

I reviewed your post and I understand that you are getting black screen randomly.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

I recommend you perform a recovery on the computer following the steps in the below article and check if it helps.

 

https://support.hp.com/in-en/document/c06162205

 

If you continue facing the issue, then follow the steps in the below article and perform a system test.

 

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

 

Let me know how it goes and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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