Installed AMS cleanup app and screen went dark. Unable to do anything including turning off laptop.

[SueKW22]

HPLaptop. Norton messaged me AMD high def audio was outdated slowing down my laptop. I installed the AMD utility cleanup and now my laptop is dark. I cannot even turn it off. Help! What do I do next?

[zoey7886]

@SueKW22, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding your Dark Screen Issue! 

We're thrilled to have the opportunity to assist you and provide a solution.  

understand you're experiencing issues with your HP Laptop after installing the AMD cleanup app. Here are a few steps you can take to troubleshoot and resolve the issue:

Force Shut Down:

• Press and hold the power button on your laptop for about 10-15 seconds until the laptop powers off.

Perform a Hard Reset:

• Disconnect any external devices connected to your laptop (such as printers, external drives, etc.).
• Disconnect the power adapter from your laptop.
• Remove the battery if your laptop allows it (this step may not be applicable for non-removable battery laptops).
• Press and hold the power button for at least 15 seconds to discharge any residual power.
• Reconnect the battery (if applicable) and power adapter.
• Turn on your laptop.

Boot into Safe Mode:

• Turn on the laptop and repeatedly press the F8 key or Shift + F8 to boot into Advanced Boot Options.
• Select Safe Mode and press Enter.
• Once in Safe Mode, uninstall the AMD cleanup app or restore your system to an earlier point using System Restore.

Using System Restore:

Access System Restore:

• Open the Start menu and type "System Restore".
• Select "Create a restore point" and then click on "System Restore".

Follow On-Screen Instructions:

• Choose a restore point created before you installed the AMD cleanup app.
• Follow the prompts to restore your system and restart your laptop.  

Hope this helps!

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards,