Black screen (backlit) and it is impossible to use the keyboard

[Rizfredi]

After irregular intervals it freezes with a black screen (backlit) and the keyboard doesn't work, I tried to connect an external screen but without success, the only solution is to restart it.

[Alden4]

Hi @Rizfredi,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like your laptop might be experiencing some serious issues, possibly related to hardware or software problems. Here are some steps you could take to try to diagnose and potentially fix the issue:

• Check for Overheating: Laptops can freeze or shut down unexpectedly if they're overheating. Make sure the vents are clear and not blocked by dust or debris. You can also try using a laptop cooling pad to see if it helps with the issue.
• Update Drivers and Software: Make sure all your drivers and the operating system are up to date. Sometimes outdated drivers can cause conflicts that lead to freezing or black screens.
• Run System Diagnostics: Most laptops come with built-in diagnostic tools that can help identify hardware issues. Check your laptop's user manual or HP website for instructions on how to run these diagnostics.
• Check Event Viewer: Look in the Windows Event Viewer for any error messages or warnings that might give you a clue as to what's causing the problem. You can access the Event Viewer by typing "Event Viewer" into the Windows search bar.
• Test Hardware Components: If possible, try running diagnostic tests on individual hardware components such as the RAM, hard drive, and CPU to see if any of them are failing.
• Check for Malware: Sometimes malware can cause strange behavior on a computer. Run a full antivirus scan to make sure your system is clean.
• Restore to Factory Settings: If nothing else works, you could try restoring your laptop to its factory settings. This will erase all your data, so make sure to back up anything important before doing this.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support