Laptop keeps crashing/blackish screen

[Gregardus]

Hello everyone,

Last year I bought my Pavillion Laptop from an online retailer. It is an amazing piece of hardware but I'm sadly experiencing some problems with it.

A few weeks ago I was working on my laptop and suddenly the screen turned to black (not the same black as when the pc is turned off; but slightly brighter) and audio stops playing. I was unable to do anything other than to turn my laptop off and restart. This happened a few times and I decided to back-up my files and reset my laptop to factory settings, but this didn't do anything. The blackish screen crash occurs only after my laptop is turned on for more than 5 hours and when it happens either spotify or youtube was playing in the background (however, I have no idea if there is a correlation between this).

So in short:

laptop screen turns to black after 5+ hours and freezes completely; factory reset didn't work and only way to restart is pressing start button.

Does anyone know how to solve this problem/experienced the same? Please let me know!

[IT_WinSec]

Hello @Gregardus

Welcome to the HP Support Community.

Have you checked the Power options in Control Panel ? Is the PC on higher power plan ? 

Is the PC connected to AC power ?

>Connect an external monitor to the PC< (using VGA, HDMI or Display port/cable). If the external monitor also goes blank/black/darker, then this is a software problem.

If the problem occurs only on the laptop but not on the external monitor, it may be a hardware problem, which needs to be addressed by a service center.

It's strange, though, that it happens only after 5+ hours usage...

[Gregardus]

Thanks for your reply!

The laptop is connected with an AC adaptor when it crashes.  I also looked at the settings but I'm not sure if something is off or not. When connecting an external monitor the screen was still blackish, so it seems to be a software problem?

[IT_WinSec]

Thank you for the update.

Is there a way for you to take a picture of the PC screen using a camera or smartphone, and post it back here in your next reply ?

So, just to be clear - the PC "crashes" and stops responding, and the screen goes dark(er) ?

Despite that, are you able to read what is on the screen, do you see text or images ?

What is your Windows version/edition/build ?  Can you go to Start -> type winver and open the app, and then tell me the version/build ?

[Gregardus]

I just restarted it again, I will post a picture of it when it happens again.

The screen turns black, but it's not the same kind of black as when the PC is completely shut down (slightly lighter/blue-ish). Without any error messages or text, just a black screen without any response. 

I have windows 10 with version 1803 (build from 17134.523)

[IT_WinSec]

When the problem occurs, are you able to are you able to read what is on the screen, do you see text or images ?

Have you considered upgrading to the very latest stable Windows 10 build 1809 to see if this will make a difference ?  Here is how to do it >> https://www.windowscentral.com/how-get-windows-10-october-2018-update-soon-possible

[Gregardus]

No I am not able to see anything that appears on the screen. 

I will try to upgrade to v1809, thanks for the suggestion. I will update if it works.