Issue with HP Pavilion screen going black when mouse is used

[serpka79]

My laptop kept giving me a blue screen and having to do a repair and restart.  I reset windows on two occasions only to have the issue pop back up.  It ended up being the hard drive went out.  I was able to install a new SSD unit.  I reinstalled windows and that all seemed to be fine.  Now sometimes when I start up the computer the screen goes black when I touch the mouse.  I can sometimes get the screen to come back on when I tap the mouse.  Then there's times when I can let the computer sit on for a few hours and use it without issues (the screen works perfectly fine).  I have tried running any windows updates that it would detect but issue still persists.  I have seen posts about how the IRIS video card has issues with windows 11.  Or is this a sign that my video card is going out?

[TheHelper0007]

Hi @serpka79,

Welcome to HP Support Community.

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

I'm sorry to hear about the issues you're experiencing with your HP Pavilion laptop's screen going black when using the mouse. This problem can be frustrating, especially after replacing your hard drive and reinstalling Windows. Let's work through some troubleshooting steps to identify and resolve the issue.

1. Update Graphics Drivers:

Outdated or incompatible graphics drivers can cause display issues. Since your laptop uses Intel Iris graphics, it's crucial to have the latest drivers.

• Download and Install Latest Drivers:
  • Visit the Intel Download Center and search for the latest drivers for Intel Iris graphics.
  • Download and install the appropriate driver for your system.

2. Perform a Clean Installation of Graphics Drivers:

Sometimes, residual files from previous installations can cause conflicts. A clean installation ensures that old drivers are completely removed before new ones are installed.

• Use Display Driver Uninstaller (DDU):
  • Download DDU from a reputable source.
  • Boot your laptop into Safe Mode.
  • Run DDU to uninstall existing graphics drivers.
  • After the uninstallation, restart your laptop.
  • Install the latest graphics driver as mentioned in step 1.

3. Check for BIOS Updates:

An outdated BIOS can sometimes cause hardware compatibility issues.

• Update BIOS:
  • Visit the HP Support page and enter your laptop's model number.
  • Check if there's a BIOS update available.
  • Follow the provided instructions to update your BIOS.

4. Test Hardware Components:

Although you've replaced the hard drive with an SSD, other hardware components might be contributing to the issue.

• Run HP Hardware Diagnostics:
  • Turn off your laptop.
  • Turn it back on and immediately press the Esc key repeatedly until the Startup Menu appears.
  • Press F2 to select System Diagnostics.
  • Run extensive tests on components like memory and the display.

5. Consider Reinstalling Windows:

If software conflicts are causing the issue, a fresh installation of Windows might help.

Backup Important Data:

• Ensure all your important files are backed up to an external drive or cloud storage.

Reinstall Windows:

• Create a bootable USB drive with the latest Windows 11 installation media.
• Boot from the USB drive and follow the on-screen instructions to reinstall Windows.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

darkmaniac0007

HP Support

[TheHelper0007]

Hi @serpka79,

Welcome to HP Support Community.

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

I'm sorry to hear about the issues you're experiencing with your HP Pavilion laptop's screen going black when using the mouse. This problem can be frustrating, especially after replacing your hard drive and reinstalling Windows. Let's work through some troubleshooting steps to identify and resolve the issue.

1. Update Graphics Drivers:

Outdated or incompatible graphics drivers can cause display issues. Since your laptop uses Intel Iris graphics, it's crucial to have the latest drivers.

• Download and Install Latest Drivers:
  • Visit the Intel Download Center and search for the latest drivers for Intel Iris graphics.
  • Download and install the appropriate driver for your system.

2. Perform a Clean Installation of Graphics Drivers:

Sometimes, residual files from previous installations can cause conflicts. A clean installation ensures that old drivers are completely removed before new ones are installed.

• Use Display Driver Uninstaller (DDU):
  • Download DDU from a reputable source.
  • Boot your laptop into Safe Mode.
  • Run DDU to uninstall existing graphics drivers.
  • After the uninstallation, restart your laptop.
  • Install the latest graphics driver as mentioned in step 1.

3. Check for BIOS Updates:

An outdated BIOS can sometimes cause hardware compatibility issues.

• Update BIOS:
  • Visit the HP Support page and enter your laptop's model number.
  • Check if there's a BIOS update available.
  • Follow the provided instructions to update your BIOS.

[TheHelper0007 · Accepted solution]

4. Test Hardware Components:

Although you've replaced the hard drive with an SSD, other hardware components might be contributing to the issue.

• Run HP Hardware Diagnostics:
  • Turn off your laptop.
  • Turn it back on and immediately press the Esc key repeatedly until the Startup Menu appears.
  • Press F2 to select System Diagnostics.
  • Run extensive tests on components like memory and the display.

5. Consider Reinstalling Windows:

If software conflicts are causing the issue, a fresh installation of Windows might help.

Backup Important Data:

• Ensure all your important files are backed up to an external drive or cloud storage.

Reinstall Windows:

• Create a bootable USB drive with the latest Windows 11 installation media.
• Boot from the USB drive and follow the on-screen instructions to reinstall Windows.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

darkmaniac0007

HP Support

[serpka79]

@Darkmaniac007 Thank you, I only had to do #1 and it works now.  I was trying to update drivers thru device manager before and that was finding no updates.  I did the search thru the intel site also and it said no updates were available, but I just downloaded the newest most appropriate driver I could find and that did it.   

[TheHelper0007]

@serpka79,

A huge thank you for marking this post as the 'Accepted Solution'! We're thrilled that we could help resolve your issue.

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help!

Thanks again for your confirmation, and we wish you an amazing day ahead!

Best Regards,