computer screen will go black the shut down

[celiamarie]

i replaced the battery and i still have an issue with the computer going off. i turn the computer off when i am not using it, i did diagnostics on the battery and it is good. the screen will go black and it will close down. i thought it might be it getting to hot but the isnt the issue,

i appreciate any suggestions

thank you

Celia England

[IT_WinSec]

Hello @celiamarie 

Thank you for coming back to the HP Support Community.

It is usually OK for your screen to go black if you shutdown your PC.  Could you elaborate on the problem ? If possible, you may create pictures/video and upload them somewhere so that I can see.

[celiamarie]

the computer goes black and shuts down while im in the middle of something,

i dont prompt it to shut down

[IT_WinSec]

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@celiamarie wrote:

the computer goes black and shuts down while im in the middle of something,

i dont prompt it to shut down

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Hi @celiamarie 

Thank you for the update. This clarification now makes sense and I totally understand your concerns now.

** If the PC shuts down without any warning, it could be hardware issue.

1. Please, check this article for the majority of the reasons for a PC to turn off unexpectedly - could be motherboard, battery, overheating, etc....

>> http://www.computerhope.com/issues/ch000689.htm

>> https://support.hp.com/us-en/document/c01657439

2. Perform some basic hardware checks to rule out hardware problem

- Please, shutdown the computer using the power button (pressed and hold for a few seconds until PC powers off)

- Power the computer back on.

As soon as you press the power-on button, immediately begin hitting the Esc button (like tap-tap-tap) before any logo appears. This should open a HP Startup Menu

- Choose F2 to open System Diagnostics. Follow the on-screen instructions to perform System Test >> Quick test.

This will check major hardware componets for issue (do it just in case) . Here is more info >> https://www.youtube.com/watch?v=6JXUp43ahHA

If there are no system checks/no quick tests, perform HDD (hard disk drive) and RAM check (memory check).

Let me know the test results

3. What you experience is very common/known issues and is related to Intel MEI driver - common for your PC model.

Here is more info, please read them and follow the steps:

3.1 >> https://h30434.www3.hp.com/t5/Notebook-Software-and-How-To-Questions/Shutdown-issue-on-Windows-10/td...

3.2 >> https://answers.microsoft.com/en-us/windows/forum/windows_10-update/the-answer-to-windows-10-shut-do...

Common solution (if you use W10) is to dowgrade Intel MEI to version 9.5 (not use newer versions) and stick the version to 9.5

Hope this works for you, Let me know how it goes - provide an update or feedback.