Black screen in random scenarios

[MichelePan]

Hello, I bought a laptop 3 months ago, since the first startup I had a black screen problem that I fixed reinstalling windows 10,  but after some days the laptop started to have black screens again. I tried three OS, Ubuntu 20.04, windows 10 and at the moment I am on windows 11 and it still has the same indentical problem. I didn't ask the refund immediately, because I really needed a laptop for my studies, since I study abroad. 

The problem in more details:

In all the cases I will list in the following lines, the black screens are always in the same manner; the audio turns off, the computer is unresponsive to any pressed key or combination of keys, the light on the turn on/off button is on and I am forced to manually reboot my laptop. I tried to connect another monitor when the screen is black, but it doesn't show anything.

- Sometimes it happens on startup; it boots, shows the hp logo and it goes in black screen.

- In other cases when I unplug/plug in my headphones it goes in black screen.

- Very often it happes when I turn off my pc and the battery is charging, so the pc turns off but the light on the button remains on and I am forced to manually turn the pc off

- Sometimes when I plug in the battery charger

- It happens around 3 times a day randomly when coding or normal browsing on internet

What I tried until now: turned off all the battery triggers ( like suspend the computer when i idle for 4 minutes ), update video drivers, update bios a month or so ago, update all the software that were displayed in HP Support Assistant program and try different OS, at this point I am thinking that is an hardware issue.

Hope someone can help, thank you very much!

[Echo_Lake · Accepted solution]

@MichelePan

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, 

I understand that your HP notebook is not working correctly. The last thing I can suggest trying to restore a computer back to the factory default, which will isolate whether it’s a software or hardware issue. The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the clean Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

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.

[MichelePan]

I applied this soultion and made the factory reset of my laptop with the hp cloud recovery tool, but as soon as I booted my pc for the first time the problem happened again, so the problem is related to hardware. Should I proceed with warranty support?

[Echo_Lake]

@MichelePan

I appreciate your efforts! This seems like a hardware issue with the computer, please reach out to the HP Technical Support team in your region regarding the service options for your computer.  You may create a case on the website to obtain a case number if required. Kindly watch this video to know-how.

Keep me posted for any other assistance.

Have a great day ahead!