Shut down during factory restart, now graphic's card/driver not loaded

[tchikukwa]

Sorry if this gets a little long/redundant.  I have a HP ZBook 15 that I went to factory reset, everything was going well until restarted the computer and was reloading the OS and drivers and such.  The computer then just shut off.  I couldn't get it to turn, tried a different plug in, different cord, etc.  Finally got it to turn on with a different power cord, however, it would only get so far and then die again.  I believe it is the charging port itself that I need to change but before I do that,  I want to make sure I can "fix" the computer.  

I got it charged enough to get it up and running and tried to put a USB in to run the Windows install, however, I noticed that it must have been in the middle of or hadn't gotten to the graphics card yet because I can't read anything on the screen.  I am wondering if there is a way to update the graphics card, or fix this issue so I can run the windows installer before I actually put money into fixing the charging issues.

[ub6424]

Hello @tchikukwa 

Sorry to hear that you are having problems ... I would like to help you.

Before you do anything else ...

(1) Test your hardware Using the HP PC Hardware Diagnostics (UEFI)

--->>> Perform <all> tests

https://support.hp.com/us-en/document/ish_2854458-2733239-16

See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

(2) Please report your results ( error messages, take pictures )

[tchikukwa]

I apologize about not getting back to you sooner.  I have attempted to do this, however, I cannot make out what is going on on the screen.  I took a picture and then applied multiple filters and such to try to be able to read what it says, however, I believe it is just telling me what is going to be tested.  If I could get the screen, even a little brighter I could probably work on it and get things working but I can't even see what it is saying or doing so I am unable to successfully pick what I need to pick.   I have included the picture I took and modified.

 

[ub6424]

Hello @tchikukwa 

This is HP diagnostic quick test...

(1) Double check with external monitor connected via vga/hdmi cable. Can you see the boot screen/Windows on the external monitor?

- Shutdown notebook ( Press and hold <power> button until notebook switches off )

- Power off external monitor

- Connect vga/hdmi cable

- Power on external monitor

- Power on notebook

(2) Please report your results

[tchikukwa]

Hello,

I did this and if I let it the computer boot up normally it will boot to the external monitor but it will have an error on it saying that it shut down unexpectedly, if you click on okay on this pop up it just becomes a loop and you can't get out of it.  I also tried to do the esc/f2 on the external monitor and it won't show that on the external monitor.

[ub6424 · Accepted solution]

Hello @tchikukwa 

In the simplest case the internal display cable behind the screen is no longer seated correctly. It has come loose slightly.

Recommendation and solution

In your case: Service is required !
- The computer should be disassembled and checked.
- [Always recommended] Thermal paste for CPU GPU and bridges should be renewed
- [Always recommended] The function of the fan(s) must be checked

- The internal display cable that goes from motherboard to screen has to be checked or replaced

- The screen has to checked or replaced

- Short circuit test

- General cleaning ...

HP warranty valid -> Contact HP Support for service repair

HP warranty expired:

If you can't do that, you should have it serviced by a professional notebook (chip level) repair store.

Good luck