HP Envy m6 1225dx screen goes black

[wildcatstoll]

I'm just surfing the net and all of a sudden my screen goes black but the off/on button is still lit up. How do I fix this?

When I bought this laptop it was running Windows 8 which I upgraded to 8.1 and then 10.

[DavidSMP]

@wildcatstoll,

Good day. A warm welcome to the HP community. I will be happy to assist. I would require more information regarding this to assist you correctly.

• DId it occur after a power outage or surge?
• Is it that the computer fires up and only while browsing the internet that the screen goes blank or the computer is not booting to windows now?

It looks hardware related though.  If the computer is not booting now then try these steps:

Perform all the relevant steps from this link: https://support.hp.com/us-en/product/hp-envy-m6-1200-notebook-pc-series/5330543/model/5359753/docume... (HP Notebook PCs - Computer Starts but Screen Remains Blank (Windows 10, 8)

This should fix the issue of it has no hardware issues. Otherwise, the computer needs to be repaired.

I will send you a private message to assist you with the next course of action. Check your forum private message box in the upper right corner next to the bell icon.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[Nacy]

Hello, DavidSMP.,

Thank you for the welcome to the forum.I have another problem in that the site made me choose a name to be used on the forum and I this time I chose NACY not realizing  that the site already knew me as wildcat. How do I fix that problem? I am wildcatstoll and nacy.

The black screen happens when I try to use Firefox and Chrome simultaneously. It only started a few days ago. It first started with a 1 inch by 1 inch square of black and white fuzzy lines in the center of the screen. The next day I started getting the black screen when I ran FF and Chrome together with the screen black and the off/on button lit up.

The changes I made on my PC just before that was to delete Avast and choose to use Windows Defender as my antivirus. I used Avast's recommended method of removal. I then put all of the sites that I had blocked using Avast's site blocking into my router as recommended by Arris. I have an Arris Surfboard Cable and Wifi Router AC1900 SBG6900-AC.

Firefox will no longer stay open on my laptop as it crashes and when I choose to either restore my previous tabs or start fresh, it immediately crashes upon opening. Firefox told me I had to reset it which I did and that made no difference. Chrome stays open for a while before it also crashes for no given reason. At the same time, something unknown decided to rearrange all of my bookmarks in my Edge browser.

I ran Defender to run a complete scan and it found nothing. I was sure there must be something in either or both Firefox and Chrome so I ran individual scans on the Mozilla Firefox folder and the Chrome folder and Defender still found nothing. I also ran CCleaner. When I ran CCleaner it showed me that some of Avast's items in the registry had not been deleted and it recommended that I use CCleaner to delete them. So, I followed the recommendation and deleted the from the registry. Could it be that CCleaner damaged the registry? If that's the case, I seem to recall that Microsoft has a registry fixer on their website...

I have not yet run Malwarebytes. Before running Defender and Ccleaner I made sure that I had the most recent updates. I also made sure I had the most recent updates for Firefox and Chrome. I then deleted Chrome and redownloaded it and that is when it started to stay open for a while before it crashes. When I reset Firefox it downloaded a fresh copy of the browser. Running Firefox and Chrome together causes my computer screen to go black even though the off/on button is still lit up.

I think it's a software issue because it boots up fine and the screen only goes black if I have both Firefox and Chrome open on my computer at the same time. I'm going to use Defender to run a boot scan to see if it finds anything. I may also move my profile folders for Firefox and Chrome to my desktop and delete both browsers and then redownload them to see how they run or don't run together as fresh downloads. I am completely mystified.

The motherboard was replaced in February of 2015 and the hard drive was replaced in June of 2018. I also had a bluetooth card installed at the same time the motherboard was replaced. I just bought a KOOLTEX 5 fans coolpad (and a USB PA speaker a month ago) because this laptop seems to run hot. 

• DId it occur after a power outage or surge?  No. Above, I have explained what I did to my laptop before the problem started.
• Is it that the computer fires up and only while browsing the internet that the screen goes blank or the computer is not booting to windows now?  The computer boots into Windows 10 just fine. I only have this issue if I run FF and Chrome together. So, yes, it only happens when I am browsing the internet - but, I have to open Firefox and Chrome for it to happen. My computer is off despite the fact that the power button says it is on.

[DavidSMP]

Hi Nacy,

It is great to have you back and your superb temperament and persistence to get to the bottom of things are appreciated. 

Please run complete hardware diagnostics from this link: https://support.hp.com/in-en/document/c03467259 (HP PCs - Testing for Hardware Failures) to eliminate hardware issues. Follow directions from the section "Run the Extensive Test (2 hours or more)"

If diagnostics fail the computer needs to be repaired. if it passes, then try a system restore to an earlier time by following steps from this link: https://support.hp.com/in-en/document/c03327545 (HP PCs - Using Microsoft System Restore (Windows 10, 8)  and follow these options:

• Restore your computer when Windows starts normally
• Restore your computer when Windows cannot start normally

If system restore works correctly it should fix the issue.

Other steps to try.

• Run all the latest Windows 10 updates and install them correctly on the computer.
• Run HP support assistant and install all the recommended updates.
• Have one good antivirus, firewall and anti-spyware software on the computer and not multiple ones as it makes the computer unstable.
• Uninstall Chrome and Firefox completely.
• Create a new local user account as an administrator  by following directions from this link: 
• https://support.microsoft.com/en-in/instantanswers/5de907f1-f8ba-4fd9-a89d-efd23fee918c/create-a-loc...
• Then restart the machine and log in to the new user account. Install Firefox and Chrome in the new user account and check again. This should do the trick for you.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead and stay healthy.. 🙂

[wildcatstoll]

Hello David SMP,

I am working on all of your steps. I downloaded the newer version of the HP PC Hardware Diagnostics Windows 1.5.4.0 and ran both the Fast Systems Test once and the Extensive Test once.

Everything "Passed" except the battery which was "Canceled" in both tests.

For the Fast Test on the Battery Check this is the log:

Version:1.0 PC Hardware Diagnostics Windows Application

CeementBatteryCheckResult: 12
DevicesSupported: 1
DeviceCount: 1
Primary_ACPowerOn: True
Primary_ACAdapterOk: True
Primary_TestresultString: CALIBRATE
Primary_DesignCapacity: 4144mAh
Primary_FullChargeCapacity: 4144mAh
Primary_RemainingCapacity: 3937mAh
Primary_MaxError: 8
Primary_CycleCount: 11
Primary_Temperature: 29deg C

Primary_Voltage: 12265mV

Primary_Current: 0mA

Primary_DesignVoltage: 11100mV

Primary_Status: 192

Primary_CellVoltage1: 4089mV

Primary_CellVoltage2: 4087mV

Primary_CellVoltage3: 4089mV

Primary_CellVoltage4: 0mV

Primary_SerialNumber: 51366 04/02/2018

Primary_ManufacturerName: 13-42

Primary_BatteryCTNumber: 0123456789ABCDE

Primary_Warranty: 1

Primary_CalibrationType: 3

Primary_ChargeControl: Failed
Primary_TempCharge: True

Primary_ChargeTest: False

Primary_ChargeCapacity: 100

Primary_TempAlarm: False

Primary_DeepDischarge: False

Primary_FullCharge: False

Primary_FullChargeStatus: False

Primary_BatteryCharge: False

Primary_DesignCycleCount: 300

For the FAST ExtensiveTest on the Battery Check this is the log:

Version:1.0 PC Hardware Diagnostics Windows Application

CeementBatteryCheckResult: 12

DevicesSupported: 1

DeviceCount: 1

Primary_ACPowerOn: True

Primary_ACAdapterOk: True

Primary_TestresultString: CALIBRATE

Primary_DesignCapacity: 4144mAh

Primary_FullChargeCapacity: 4144mAh

Primary_RemainingCapacity: 4144mAh

Primary_MaxError: 8 Primary_CycleCount: 12

Primary_Temperature: 30deg C

Primary_Voltage: 12465mV

Primary_Current: 0mA

Primary_DesignVoltage: 11100mV

Primary_Status: 224

Primary_CellVoltage1: 4155mV

Primary_CellVoltage2: 4152mV

Primary_CellVoltage3: 4158mV

Primary_CellVoltage4: 0mV

Primary_SerialNumber: 51366 04/02/2018

Primary_ManufacturerName: 13-42

Primary_BatteryCTNumber: 0123456789ABCDE

Primary_Warranty: 1 Primary_CalibrationType: 3

Primary_ChargeControl: Failed

Primary_TempCharge: True

Primary_ChargeTest: False

Primary_ChargeCapacity: 100

Primary_TempAlarm: False

Primary_DeepDischarge: False

Primary_FullCharge: True

Primary_FullChargeStatus: True

Primary_BatteryCharge: False

Primary_DesignCycleCount: 300

I also ran the test on the AC Adapter and it was "Canceled".

The log:

DevicesSupported: 1
DeviceCount: 1
Primary_ACPowerOn: True
Primary_ACAdapterOk: True
Primary_TestresultString: CALIBRATE
Primary_DesignCapacity: 4144mAh
Primary_FullChargeCapacity: 4144mAh
Primary_RemainingCapacity: 4144mAh
Primary_MaxError: 8 Primary_CycleCount: 12
Primary_Temperature: 29deg C
Primary_Voltage: 12463mV
Primary_Current: 0mA
Primary_DesignVoltage: 11100mV
Primary_Status: 224
Primary_CellVoltage1: 4154mV
Primary_CellVoltage2: 4152mV
Primary_CellVoltage3: 4157mV
Primary_CellVoltage4: 0mV
Primary_SerialNumber: 51366 04/02/2018
Primary_ManufacturerName: 13-42
Primary_BatteryCTNumber: 0123456789ABCDE
Primary_Warranty: 1
Primary_CalibrationType: 3
Primary_ChargeControl: Failed
Primary_TempCharge: True
Primary_ChargeTest: False
Primary_ChargeCapacity: 100
Primary_TempAlarm: False
Primary_DeepDischarge: False

Primary_FullCharge: True

Primary_FullChargeStatus: True

Primary_BatteryCharge: False

Primary_DesignCycleCount: 300

What does the "Canceled" mean other than the test was not run? Is there a problem with my battery?  Or with my AC Adapter?

I have not gone any further in the steps you gave me incase there is something I need to do about the battery first.

Nancy

Be assured, when we have completed everything and know what the solution is, I will definitely mark it as "Accepted Solution" and give you kudos. May you also have a great week and a healthy one!

[DavidSMP]

@wildcatstoll,

This looks hardware related. Please follow directions from my private message to contact support.to get it fixed.

Thanks and have a blessed week ahead.