After downloading the new driver, the screen began to turn off at a random moment and turns black

[Dashenka3005]

Hello !

I play the game Cyberpunk 2077 and in the game launcher I was asked to download new drivers. I downloaded them, but after that there was a problem. The laptop screen at a random moment turns black, once it was when I just turned it on and after a few minutes the screen became already black. It happened that I watched a video on YouTube, and the video continued to go, but the screen turned black. It happened after 2 hours of play when I left it and did nothing with the laptop, the screen turned black again. I'm worried that it might be due to new drivers. But I can neither update them nor roll them back to the previous one. I also did a quick diagnosis and showed me that everything was fine. Is it possible to do a full system check? But I think it will show again that everything is fine. Maybe this problem is solved in the settings, I don't know what to do and I'm worried. Please help . I will be very grateful !!

[Nal_NR]

Hi @Dashenka3005,

Welcome to the HP Support Community. 

I'd be glad to help you! 

To assist you with the black screen issue on your OMEN by HP 16.1 inch Gaming Laptop 16-n0000 after downloading new drivers, I'll need to gather some more information and guide you through some troubleshooting steps.

Driver Details: Can you specify which drivers you downloaded and installed (e.g., graphics driver, chipset, etc.)? Was it from the official HP or graphics card manufacturer’s website?

Frequency and Consistency: How often does the black screen occur? Is it every time you start your laptop or only during certain activities like gaming or other tasks?

External Monitors: Are you using an external monitor? If so, does the black screen issue happen on the external monitor as well?

Power and Battery: Does the issue occur when your laptop is on battery power, plugged in, or both?

Error Messages: Have you noticed any error messages, beeps, or lights indicating a problem when the screen goes black?

Safe Mode: Have you tried booting into Safe Mode, and does the problem persist there?

Recent Changes: Aside from the drivers, have there been any other recent changes to your system, like OS updates or new software installations?

Meanwhile, you answer that I also want you to try the troubleshooting steps which I am sharing in the next post. 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @Dashenka3005,

Try the steps below and see if that helps. 

Step 1: Check for Driver Issues

Boot into Safe Mode:

• Restart your laptop and press F8 or Shift + F8 during startup to enter Safe Mode.
• Check if the issue persists in Safe Mode. If not, it’s likely a driver issue.

Rollback Drivers:

• Press Win + X and select Device Manager.
• Expand Display Adapters, right-click on your graphics driver, and select Properties.
• Go to the Driver tab and click on Roll Back Driver if available. This will revert to the previous version of the driver.

Step 2: Reinstall Graphics Drivers

1. Uninstall Current Drivers:
   • In Device Manager, right-click on your graphics adapter under Display Adapters and select Uninstall device. Make sure to check the option to delete the driver software.
2. Download and Install Drivers:
   • Go to the HP support website or the official graphics card manufacturer’s site (NVIDIA or AMD) and download the latest compatible driver for your laptop model.
   • Install the drivers and restart your laptop.

Step 3: Update BIOS and Firmware

1. Check for BIOS Updates:
   • Visit the HP support page for your specific model and check if there’s a BIOS update available.
   • Follow the instructions to update your BIOS if an update is available.

Step 4: Perform a System Restore

1. Use System Restore:
   • If the problem started recently, you can use System Restore to roll back your system to a point before the issue occurred.
   • Search for "System Restore" in the Windows search bar, select a restore point from before the drivers were updated, and follow the prompts to restore your system.

Step 5: Check for Hardware Issues

1. Run HP Hardware Diagnostics:
   • Restart your laptop and press F2 during boot to access HP Hardware Diagnostics.
   • Run a full system test, focusing on the display and graphics tests, to check for any hardware issues.

If these steps do not resolve the issue, the problem might be hardware-related, and for further assistance, I recommend you contact phone support or take it to the nearest service center. 

Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.