07-02-2020 05:57 AM
My HP Envy was just returned to me from the manufacturing offices of The HP Repair Division. After four literal uses of the unit, it now produces nothing more than just a black screen: only the power button and cap lock lights are on - nothing else is operable. I have tried several times to reset my unit, I am at a loss for words and hope. My newly repaired laptop is no longer working as it should.
07-05-2020 01:57 PM
@Abbas_Rieu_101 If the last repair was done within 90 days and the same issue has reoccurred, we could have the device repaired within the 90days repair warranty, although if the same has exceeded the 90day limit, I suggest you check exactly what's going on before we can attempt on resolving the issue:
Here's what you need to do, to identify the issue and resolve it accordingly:
- If not done already, check if it works fine on the BIOS screen to identify if it's either a hardware or a software issue:
- If it works fine on the BIOS (Accessed while tapping F10 during a restart) it's a software issue & I suggest attaching an alternate monitor to your device and creating a new user account to check if that works better, for starters)
- However, if it doesn't work within the BIOS either, I'm afraid it's a hardware malfunction.
While you respond to that, I have a few more steps that should help:
Perform a power reset (no data loss) using these steps: Click here, proceed to next step if this works
Attempt to run a test from the HP hardware diagnostic tool, using this link: Click here for details.
If the issue appears on the diagnostics, it could again, determine a hardware failure,
If they don't appear on bios & the hardware tests passed: please update the BIOS & Chip-set drivers from the HP website using this link: Click here
if the issue persists, reinstall windows using the recovery partition or the recovery media to fix the issue,
use this link for details on performing the recovery: Click here
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07-06-2020 10:10 AM
That's just the thing, this issue has never taken shape before - where the power button is clearly on, and yet, the digital screen itself displays nothing but blackness. I have tried the avenues in which you have firmly suggested - none of which sufficiently worked I'm afraid. I think it is reason to believe this is a hardware issue, and bear in mind, again, I had only used the unit four times prior. I am still within the confines of the 90 day period as well. The Case ID: 5047620273. I need an escalations manager to send me another shipment box to rectify this unforeseeable mess. This issue is truly not of my doing. - Rieyen
07-06-2020 06:20 PM
@Abbas_Rieu_101 In that case, I suggest you talk to HP support and discuss your options, follow the below steps to get started & they'll help get this sorted,
1) Click on this link - http://www.hp.com/contacthp/
2) Click on Sign-in or select the product using the below step:
3) Enter the serial of your device.
4) Select the country from the drop-down.
5) Click on "Show Options".
Fill the web-form, to populate a case number and phone number for yourself!
Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from,
here's how private messages work: Click here for details.
If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.
I am an HP Employee