HP Envy 15t screen

[EnnaejLorac]

Suddenly my HP Envy 15t (purchased in 2014) screen stopped working. Completely black. Did not drop it or injure it. The computer still works fine when I connect to an external monitor and the blank screen responds to my touch, moving the curser by touch. Do I need to replace the screen and the digitizer or just one part or the other? What's the best place to order a replacement part for a do-it-yourself repair? Thanks for your help!

[MKazi]

@EnnaejLorac

Welcome to HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP Envy 15t laptop and the screen stopped working. The laptop works fine when connected to an external screen Also, thelaptop screen responds to your touches. I must say that you have isolated the issue very well.

I would like to know the following information to assist you better:

• The exact model no. of your laptop. This link will help you to find the model no: http://hp.care/2bygf7l
• Did any changes take place on your laptop after which this issue may have started?
• Do you see the display on the laptop screen by flashing a torch on the screen?

As of now it seems like a hardware issue to me . But I will still wait for our reply and then guide you to the next course of action. Cheers! 🙂

[EnnaejLorac]

Thank you for your reply. Here is the model number and P/N.
Model: TS 15t-k100
P/N: GOT55AV
I tried shining a flash light close to/touching the screen to see if there was anything showing inside. I didn't see anything at all. I'm not aware of it being related to any install of software however Windows 10 does automatically update. Not sure if it's a hardware failure. But since the touchscreen still functions I don't want to replace more than necessary. Thanks again for your insights.

[MKazi]

@EnnaejLorac

You're most welcome. 🙂 I appreciate the information you shared with me. 

I would like you to check if the laptop can get into the BIOS:

• Shutdown the laptop.
• Disconnect the external monitor.
• Power on the laptop and immediately hit the F10 key repeatedly. This will load the BIOS screen.
• If the laptop does not load the BISO screen then it should be an internal hardware failure with the screen. I recommend you to reach out to HP phone support to explore the hardware service options for the laptop. 

I hope this information helps. Please keep me posted for any further questions. Thanks again! 🙂

[EnnaejLorac]

Hi Kazi, I tried shutting down the computer, disconnecting the external monitor and trying to boot to BIOS. Could not see anything on the laptop screen so I will call HP support to get their suggestions for a fix. Can you give me a phone number for this? I am 6 months past warranty and don't know if they'll take my call without payment. Thanks again for your help.

[EnnaejLorac]

Also following the HP trouble shooting including downloading and reinstalling the BIOS. Still no graphics on the laptop screen. Would appear at this point to be a hardware issue. 

[Riddle_Decipher · Accepted solution]

@EnnaejLorac

Thank you for the update,

I appreciate your time and efforts,

I'm afraid it does confirm a hardware failure and I recommend you contact HP to set up a hardware service,

The repair would be free if the PC is covered by the HP Warranty, however, if it isn't covered they would repair it for a minimal charge,

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number to obtain a case along with the phone number.

They will be happy to assist you immediately.

If you wish to show appreciation for my efforts, 

Mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[Gatorhoops]

I am having the exact same problem. All works including sensitivity of touch screen but screen is black.

I cannot figure out how to get someone to talk to so I can send in for repairs our of warranty without being charged $49.95 just to ask for a repair.

Can someone please help?

[Chimney_83]

Greetings @Gatorhoops,

Welcome to HP Forums and Thanks for the post. 

I understand that you facing an issue with your computer where the screen is black but it is responding to touch and the external monitor is getting the display, is that right?

Not to worry, I will be glad to help. 

May I know the troubleshooting steps attempted?

May I know the exact product number fo your computer? Click here. Please do not share the serial number of your computer. 

Recommend you to try rolling back the BIOS again. Follow the steps below. Click here. 

Do a hard reset, 

Connect only the adapter.

Turn the computer ON while holding the Win + B key. (hold these 2 keys for more than 10 seconds, let go of the power button alone)

If rolling back BIOS does not work. 

Please contact our phone support for the service options. 

You can also refer to articles below. 

HP Notebook PCs - Computer Starts but Screen Remains Blank

Let me know how it goes.