Screen goes black at the first update on installing a new device

[Irina252]

Hello. I have just purchased a new device. At the first set-up, after the first few steps, when the device starts running the updatres, the screen went off black and stopped reacting on anything. It emits noise as if it is updating but there is nothing on screen showing any progress of update. Switched it off and on, it let me put the name of the device and returned to updating, at which point it went black again, and again not reacting on anything. Never had it with any other new device at the installation stage. Anyone had same experience? 

[zoey7886]

@Irina252, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding Black Screen Issue During First Update! 

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

It seems that you're experiencing an issue with your new HP device where the screen goes black during the initial update process. Here are some steps you can follow to troubleshoot and potentially resolve this issue:

Perform a Hard Reset:

• Turn off the device.
• Disconnect any peripherals (USB drives, external monitors, etc.).
• Disconnect the power cord and remove the battery (if applicable).
• Press and hold the power button for about 15 seconds to perform a hard reset.
• Reconnect the power and try turning on the device again.

Boot in Safe Mode:

• Try booting the device in Safe Mode to see if updates can be installed without the screen going black.
• Restart the device and press the F8 key (or Shift + F8) repeatedly during boot to enter Safe Mode.
• Continue with the update process in Safe Mode.

Update Graphics Drivers:

• If you can get the screen to stay on, try updating the graphics drivers.
• Use HP Support Assistant to check for and install any driver updates.
  • Accessing HP Support Assistant:
    1. Click on the Start Menu, and select HP Support Assistant from the list of apps.
    2. On the support page, select your device, then click on "Updates" to check for and install available driver updates.

Check for BIOS and Firmware Updates:

• Ensure that your device's BIOS and firmware are up-to-date.
• Use HP Support Assistant or visit the HP support website to download and install the latest BIOS/firmware updates.

Reset the Device:

• If the issue persists, consider performing a system reset.
• Go to the recovery options in the device's settings or use HP Recovery Manager to initiate a system reset. This can help if the issue is caused by a software conflict.  

Hope this helps! 

Take care, and have an amazing day!  

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Regards,