15-ay195nr display is blank after starting. HP's 4 steps did not fix

[hameshatumkocha]

Hi,

Starting last night, suddenly my 15-ay195nr laptop has blank screen after starting.  I did 4 steps listed here: https://support.hp.com/us-en/document/c03518165 .  Steps 1, 4 did nothing for me.  Step 2 shows the display on external monitor but nothing on laptop's monitor.  Step 3 appears that the bios steps may have come but the laptop screen remained blank so I could not see...  How do I proceed?  It says if you could see on external monitor then update the driver.  I tried many listed on HP but no luck so far.  I don't think I have Kaby or Apollo lake but don't know how to find out for my I5-7200U.  Downloaded diagnostics; so far no luck, I will run it overnight with the hope that it finds and fixes the cause.  

Please inform:

1. How to find out Apollo / Kaby lake: With the help of CPU_ID, I found that I have Kaby lake.

2. how do I fixif the diagnostics doesn't give me anything tonight...: NEED HELP HERE...  

Thanks!

[hameshatumkocha]

please comment.  after multiple driver etc updates per step  2, the issue persists...  😞

[The_Fossette]

@hameshatumkocha

I reviewed your post and I understand that you are not getting any display on the computer after powering on.

Don’t worry, I assure you I will try my best to get this sorted.

As you have mentioned that the computer works fine with an external display that confirms a hardware failure. The issue might be with the display or the video card on the computer.

I recommend you contact support and they will assist you with the available service options for your computer.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

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