Chromebook screen just shows black

[gluecksbaer]

My daughter's chromebook has gone to a black screen.  You can tell when it's on because you can see the light of the screen but it's still just black with nothing showing on it.  I tried resetting it by holding down the refresh and power buttons but when it boots up it just goes to the same black screen.  I also tried the directions for a powerwash but it appears that you have to select something on the screen for that so I don't know if it's not working or I just can't see if it does because nothing shows on the screen.

[A_Gayathri]

Hi @gluecksbaer,

Welcome to the HP Support Community

I understand you are facing an issue with your Chromebook screen just shows black. Not to worry I will help you to get a resolution to resolve the issue.

Let's perform a hard reset

• Power off the laptop.  

• Disconnected AC adapter from the laptop.  

• Press and hold the power button for 15 seconds.  

• Reconnect the battery and plug the AC adapter.  

• Power ON the laptop and check.

I hope this helps! Keep me posted. 

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!

[gluecksbaer]

Your 4th step says "reconnect the battery" but none of your previous steps say to disconnect the battery.   If I should disconnect the battery when and, more importantly, *how* should I do that?

If you just meant to reconnect the AC adapter in step for (and not the battery), the only way I currently have to shut down the chromebook is to hold the power button down like that.  I have already done this multiple times with the adapter both connected and not connected.

[A_Gayathri]

Hi @gluecksbaer,

Remove the power adapter and plug the AC adapter.   

I hope this helps! Keep me posted. 

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!

[gluecksbaer]

Thanks for your help.

I'm sorry, but you may have to explain this like I'm 5.  What is the power adapter and where do I find it?  I would have thought the power adapter were the same thing, so if they are different I'm not sure what that is.

[A_Gayathri]

Hi @gluecksbaer,

The power adapter and  the power charger both are the same

I hope this helps! Keep me posted. 

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!

[gluecksbaer]

Thanks.  When I do that I still get just a black screen.

[A_Gayathri]

Hi @gluecksbaer,

Thank you for your response, I really appreciate your efforts. As the issue still persists, I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

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. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!