Dead screen

[Teox3]

I bought this laptop and it asked me to connect to the internet to do some upgrades during the first one suddenly the screen went black and the caps lock button had its light flickering alongside with the power button and the last one didn't respond. A few days later I got it to the headquarters of a Greek tech store where I bought it from and they did a format. After a week of using it I tried opening it yesterday and as I was using it for two minutes the same thing happened. After lots of trying the screen opened but the same black screen came back seconds later. Now I won't use it because it's in the warranty and hope to be replaced please help!! I need it for my university!

[VikramTheGreat]

Hi @Teox3,

Welcome to the HP Support Community.
 

I understand how concerning this is, especially because the laptop is relatively new, the problem has already occurred once after the initial setup, and the same failure has now returned after the system was formatted. Since you need the notebook for university, I would avoid repeatedly trying to start it if it is currently covered by warranty.

For the HP Envy x360 14-inch 2-in-1 Laptop PC 14-fc0000 (8Z8M0AV), there are a couple of checks you can perform to help determine whether this is a Windows/software problem or something occurring at the hardware/firmware level.

Please try this when the screen goes black

1. Turn the notebook completely off. 
2. Disconnect any USB devices, external displays, docking stations, or other peripherals. 
3. Connect the original HP AC adapter. 
4. Turn the notebook on and immediately press Esc repeatedly to open the Startup Menu. 
5. From the Startup Menu, press F10 to enter BIOS Setup. 
6. Leave the notebook sitting in the BIOS screen for several minutes and check whether the display goes black again or the Caps Lock/Power LEDs begin flashing. 

If the system remains stable in BIOS but the problem occurs only after Windows starts, that would point more toward Windows, drivers, or software.

However, if the screen goes black and the same Caps Lock/Power LED flashing occurs even while you are in BIOS, that would be a much stronger indication of a hardware-level problem. In that situation, reinstalling or formatting Windows again would not be expected to resolve it.

Because the laptop is under warranty
Since the computer has already been formatted once by the retailer and the same failure has returned, I would not recommend performing another format or repeatedly attempting recovery yourself.

If the black-screen condition continues, please contact an HP Authorized Service Center/HP Support in your region and explain that:

• The issue first occurred during the initial setup/update. 
• The retailer already formatted the system. 
• The notebook subsequently worked for about a week. 
• The same black-screen condition has returned. 
• The Caps Lock and Power LEDs flash when the failure occurs. 
• The issue has now recurred even after the previous service. 

The service team can perform the appropriate hardware diagnostics and determine whether the notebook requires repair or replacement under the applicable warranty terms.

To contact HP Authorized Stores, click here:  Αναζήτηση Κέντρου Εξυπηρέτησης HP® - Ελλάδα | Υποστήριξη HP®.

Please feel free to contact us here anytime you need further assistance.

Have a great day!