Graphics issue - screen going black

[Pete20201]

About a year ago, a game on my laptop crashed due to an issue with the graphics card. I updated the driver and it fixed it and the laptop worked fine for ages. About two months ago, I had a similar issue and did the same thing. Since then, however, the laptop works fine but often (not always annoyingly, so I can't even see what's triggering it) when I open another window, when I close it the background has gone black or the background to the desktop icons go black when I hover over them and then the background goes black after that. Sometimes the opposite happens and I can get the desktop picture back but it's really weird. I haven't noticed any other issue with the way it is running but feel like this is a problem that may be indicative of a bigger problem so I'd like to try and resolve it. Can someone help?

[Kuroi_Kenshi]

Hi @Pete20201,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your laptop!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Update Graphics Driver:

• Ensure your graphics driver is up to date. Follow the steps to check for driver updates through HP Support Assistant or Windows Update.
• Open HP Support Assistant from the Start Menu (All Apps > HP Help and Support > HP Support Assistant).
• Check for updates under the "My Devices" section.
• Open Windows Update by clicking on Start Menu > Settings > Update & Security > Windows Update.
• Click "Check for updates" and install any available updates.

Roll Back Graphics Driver:

• If updating the driver does not resolve the issue, you might try rolling back to a previous driver version:
• Right-click on the Start Menu > Device Manager.
• Locate "Display adapters" and expand the list.
• Right-click on the graphics adapter (e.g., Intel Graphics, NVIDIA, or AMD), select "Properties".
• Go to the "Driver" tab and click on "Roll Back Driver".

Adjust Screen Resolution:

• Sometimes changing the screen resolution settings can help resolve graphical glitches:
• Right-click on the desktop and select "Display settings".
• Scroll down to "Resolution" and adjust to the recommended setting.

Check for Overheating:

• Ensure your laptop isn’t overheating, as this can sometimes cause graphical issues.
• Ensure the laptop vents are clear and consider using a cooling pad.

Update Windows:

• Make sure your Windows operating system is fully updated:
• Go to Start Menu > Settings > Update & Security > Windows Update.
• Click "Check for updates" and install any available updates.

Run Diagnostic Tools:

• HP provides diagnostic tools that can help identify any underlying hardware issues:
• Open HP Support Assistant and run the hardware diagnostics available within the application.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Pete20201]

Hi,

Thank you for this. I am afraid I tried every one of the steps but the issue still persists. Is there anything else I can try?

Thanks

[Kuroi_Kenshi]

Hi @Pete20201,

Thank you for the response.

Try these steps:

Restart Windows Explorer

Press Ctrl + Shift + Esc to open Task Manager.

Find Windows Explorer, right-click, and select Restart.

Check for GPU Overheating

Download HWMonitor or GPU-Z to check GPU temperatures.

If the GPU temperature is constantly above 85°C, consider cleaning the cooling system or reapplying thermal paste.

Test with a Clean Boot

Open Run (Win + R), type msconfig, and go to the Services tab.

Check Hide all Microsoft services and disable everything else.

Go to Startup (Task Manager) and disable all startup apps.

Restart the laptop and check if the issue persists.

Check if the Issue Happens in Safe Mode

Boot into Safe Mode (Shift + Restart > Troubleshoot > Advanced Options > Startup Settings > Enable Safe Mode).

If the black screen issue does not occur in Safe Mode, it’s likely a third-party software conflict.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Pete20201]

Hi,

Thank you for that. Unfortunately, none of those steps worked (although restarting file explorer did provide a temporary fix). Do you have any more suggestions?

Thanks,

Pete

[Kuroi_Kenshi · Accepted solution]

Hi @Pete20201,

Thank  you for the response.

Check Windows Event Viewer

This can help identify the exact time and reason the desktop behavior changes.

Press Win + X → Select Event Viewer

Go to Windows Logs > System or Application

Look for warnings or errors that happen at the same time the screen goes black

Note any related process or driver name (like nvlddmkm.sys for NVIDIA).

SFC & DISM Scans – Repair Corrupt Windows Files

These tools check for and repair system file corruption which could cause UI glitches.

Open Command Prompt as Administrator, then run: sfc /scannow

After it completes, run: DISM /Online /Cleanup-Image /RestoreHealth

Then restart your laptop and test again.

 

Create a New Windows User Profile

Your current Windows profile might be corrupted.

Go to Settings > Accounts > Family & other users

Click Add someone else to this PC

Create a local account and login

See if the problem persists in that profile.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Pete20201]

Hi,

Since I last messaged, even though I reported that the issue was still ongoing, it hasn't actually happened again. I don't know if starting the computer in safe mode actually helped even though the desktop was still black in safe mode hence my message, but it hasn't happened again yet. I will keep you posted.

Thanks,

Pete

[Garp_senchau]

Hey @Pete20201,

Thanks for letting us help you out! If you're all set, please mark this post as 'Accepted Solution' so I can do a virtual happy dance! 

If you need anything else, I'm all ears (or rather, all text). Just let me know! 

You're awesome, and I'm honored to have been your go-to guide today! 

Stay fantastic, and have an amazing day ahead! 

Regards, 

[Pete20201]

Hi,

I think I am happy to do that because the issue hasn’t reoccurred but can I just check if I can reopen the thread once I mark it as resolved?

Thanks

Pete

[Kuroi_Kenshi]

Hi @Pete20201,

I’m really glad to hear the issue hasn’t come back! 😊 And absolutely, you can reach out to us anytime if anything comes up again, even after marking the thread as resolved. We’re always here whenever you need us.

Take care, and don’t hesitate to contact us if you need anything else!

Warm regards,