New Laptop, screen and audio blacks out constantly while using it

[Robby368]

So the Geek Squad had to ship my new laptop off for warranty work (gone for 3 weeks). All they did was factory reset it, (it's brand new so there wasn't much of anything to reset but whatever).

Within 20 minutes, it crashes just like before. It does this randomly but at least 5 times a day while actively using it. 

So I'll be actively using it (watching youtube, scrolling social media, etc) and everything instantly goes black, and audio stops. The only way to get the screen back is a hard reboot.

The last time I had it unplugged and battery at 99%, when it crashed I just closed the lid and went to bed. When I woke up, the battery was completely dead, so something killing it even when the lid is closed.

I hooked up a secondary monitor, and it also goes black as well when it crashes.

I have done ALL the updates, including the BIOS update in the HP Support app. 

I have done ALL the diagnostic scans, all PASS.

[VikramTheGreat]

Hi @Robby368,

Welcome to the HP Support Community.
 

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

That sounds incredibly frustrating, especially after waiting weeks for warranty service only to have the same issue persist. Based on your description, here’s what’s likely happening and how to troubleshoot:

What We Know

• Random black screen crashes while actively using the laptop.
• The external monitor also goes black, so it’s not just the internal display.
• Battery drains overnight after a crash, suggesting the system is still running in a low-power state or hung.
• All updates and BIOS applied, diagnostics pass.

This points to a system-level failure, often GPU driver, power management, or motherboard-related.

Steps to Try Before Escalating

1. Check Event Viewer & Reliability Monitor

• Press Win + X → Event Viewer → Windows Logs → System.
• Look for Critical errors (Kernel-Power, BugCheck) at crash times.
• Also, check Reliability Monitor (search “Reliability Monitor”) for patterns.
   

2. Disable Fast Startup

• Go to Control Panel → Power Options → Choose what the power buttons do.
• Click Change settings that are currently unavailable.
• Uncheck Turn on fast startup → Save.
   

3. Update Graphics Drivers (Clean Install)

• Use Display Driver Uninstaller (DDU) in Safe Mode to remove current GPU drivers.
• Reinstall the latest Intel graphics driver from HP’s site (not Windows Update).
   

4. Run HP UEFI Extensive Test

• Restart → Press Esc → F2 → Run System Extensive Test (not just quick).
   

5. Check Power Settings

• In HP Command Center, set thermal profile to Performance.
• In Windows Power Options, set to High Performance.
   

6. BIOS Settings

• Ensure Hybrid Graphics or Switchable Graphics is enabled (if applicable).
• Reset BIOS to defaults after update.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat

[Robby368]

I have many errors in the Event Log:

TPM-WMI

Event Log 6008

Hyper V Hypervisor

Critical - Kernel Power

Kernel - Pnp

Service Control Manager

Distributed COM

[Robby368]

Reliability Monitor:

[Robby368]

Fast Startup is disabled

(I have to keep sending short messages before the screen blacks out)

[Robby368]

UEFI Extensive tests have been ran many times, all pass

[Robby368]

Graphics Driver:

The HP site does not have my windows version. I have 25H2, the options are 22,23, or 24.

[Robby368]

Power Settings are set to Best Performance.

In the BIOS, I didn't see Hybrid or Switchable graphics. But I did change the fan setting to always on since I have seen some temp warnings while doing the EUFI Diagnostics.

[VikramTheGreat]

Hi @Robby368,

Welcome to the HP support community.

Please help us with your HP unit serial number or the product number in a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number because we value your privacy.

VikramTheGreat

HP Support