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HP Recommended
Hp Laptop 15-bw0xx
Microsoft Windows 10 (64-bit)

So I have had this laptop for maybe a year now, I got it refurbished and this is an issue I've had, but not since I've gotten it, maybe only in the past 6 months. If I use the laptop for several hours, the screen will go black but all the keyboard lights will stay on, like over the mute key or on caps lock, and on the charger port, and I can hear the internal part running like the fan and the disk drive, so I know it hasn't shut down. It isn't a reheating issue because I can immediately turn the laptop off and then reboot it and it will run for another large amount of hours. It is at random so it can happen one day and then not happen for 5 or it could happen 3 days in a row. I have had 1 occurence where I got frustrated and started spamming my space key and it made the screen appear again but it has never worked again since. I know for sure the screen is the only thing being affected because I can sometimes hear my YouTube videos in the background still playing for 5-10 minutes after the screen shuts off and then it will stop the audio. I don't ever get error messages or crash reports from my computer and it just acts like I shut it off on my own. This is annoying if I'm working on something and I have work not saved, the majority of my programs have a save feature in case your computer crashes, but in this case I have to shut my computer down on my own so it won't save my documents on those programs. Please help, I don't know why I waited so long to report this but I'm at my wits end. 

 

My laptop is up to date and I have checked for any viruses on Malware Bytes and Avast.

1 REPLY 1
HP Recommended

@Nikibird
Thank you for posting on the HP Support Community.

 

I have a few troubleshooting steps we could try to fix the issue:  
Firstly, let's try changing the power options of your laptop. Follow these steps:

  • Press Windows logo key on the keyboard, type Power Options and select the topmost search result.
  • Click on Change when the computer sleeps option from the left side panel of the window and click on Change advanced power settings.
  • Expand Sleep>Sleep after and choose Never from the drop down bar.
  • Click on Apply and OK after setting the time.
  • Close the window and check if the changes are effective.

Next: Perform Windows Update and HP Support Assistant

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.
    And, also update 
    BIOS: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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