Randomly black screen

[mfutian]

Hello,

I hope you are doing well.

i am facing a weird problem, the hinges were broken so i didn't use my laptop for about 14 months but yesterday after fixing it, it freezes on black screen.

sometimes when pressing the power button, it starts and the screen stays black ( freezed!) without any sound of windows or anything else. other times it starts normally.

also, if a program asks for restart, it restarts and  same issue occurs at startup!

ps. the sound in windows is not working and sometimes a sound of noise goes on and other times it works normally!

Any suggestions?

 product Number: G6R97UA#ABA 

HP ENVY m6-n015dx

Thank you

[asmita6658 · Accepted solution]

Hi @mfutian

Welcome to the HP Support Community. 

I'd suggest you try updating the computer - 

Step 1 Windows Updates - 
1) In the search box, type and open Windows Updates. 
2) Check for updates. 
3) If the updates are available, click on install and restart the computer. 

Step 2 HP Support Assistant Updates - 
1) In the search box, type and open HP Support Assistant. 
2) Check for updates. 
3) If the updates are available, click on install and restart the computer. 

Download and install the BIOS update from this link.

If the issue still persists, test the hardware - 

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
3. On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.
4. Click Extensive Test. 

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great day! 

[mfutian]

Hello,

I made all the needed updates which include windows 1903, so i will try other steps and checks you mentioned and i hope it works.

Thank you 🙂

[asmita6658]

Sure @mfutian

Let me know how that goes. 

[mfutian]

Thank you.

I followed all the steps and now my laptops is working great

thank you 🙂

[asmita6658]

@mfutian

Happy to hear that. If you need further assistance feel free to reach out to us. 

Have a great day! 

[mfutian]

Hello Sir  @Asmita6658,

I hope you are doing well.

The problem got back and after testing by myself, i took it to a technician and he told me that there are two problems:

The cmos battery holder is not soldered right so he fixed it up, the other problem is with BIOS IC chip depending on the following symptoms :

the other problem is with the black screen which appears after windows restarts or turning on after shutdown ( when Windows restarts and after exiting windows, my laptop gives a black screen and fans is working!) also, if i turned the laptop off, it shutdowns normally but when turning it on again, the same issue happens. the weird thing is that when i leave it off for a while ( more than 1 hour ), it starts normally and stays on that till next restart or turning off.

my question is about the bios chip number/ model to order it online

thank you 

Best Regards

[asmita6658]

Hi @mfutian

Welcome to the HP Support Community. 

This looks like a hardware issue. I'd suggest you Contact HP in your region regarding the service options for your computer.

Have a great day! 

Please click “Accept as 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!