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HP Spectre x360 Convertible Laptop PC 14-ea0023dx

Hi all,

 

For about the last month, my laptop has been having an issue where if I wake it from sleep or hibernate, the screen does not turn on. I can see the red lights next to the camera like windows Hello is trying to log me in, and if I enter my pin, I can hear that it logs in (and will even start playing videos if I've randomly clicked on one while the screen is black), so the computer is on, but the display is totally black (i.e., not just blank, it's black/off). I have to long-hold the power button to force a shut down, and then when it reboots the screen works just fine.

However, if I plug the laptop into my external monitor via one of the USB-C ports, it works properly on the monitor and my laptop screen turns on. If I wake it from sleep while plugged in to my external monitor, it works fine as well.

 

I have tried uninstalling the graphics driver - not sure if this has worked, as the screen just goes black and I end up rebooting; if this doesn't work, not sure how to do it without the screen going black.

I have also run windows update, HP support updates, and the various hardware/software troubleshooters through HP support.

 

I have not made any recent hardware updates, and the only software addition within the same time frame has been downloading NVIDIA GeForce NOW. I'm not sure if Windows has updated and caused the issue, as it updates automatically at night.

 

This has been driving me crazy, so any help would be appreciated!

Thank you!

13 REPLIES 13
HP Recommended

Any update on this as i am having the same issue. 

HP Recommended

same problem here!

 

 

HP Recommended

Hi @thuff2014,

 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

 

It sounds like your HP Spectre x360 is experiencing a tricky display issue when resuming from sleep or hibernate mode. Here’s a step-by-step guide to troubleshoot and potentially resolve this problem:

Check Power Settings:

  • Navigate to the Control Panel, then go to Hardware and Sound > Power Options.
  • Click on “Change plan settings” for your current power plan, and then select “Change advanced power settings.”
  • Expand the “Display” settings and ensure that the display is set to turn on when waking the computer.

Update BIOS and Drivers:

  • Since you've already run Windows and HP updates, double-check that your BIOS is up to date. BIOS updates can sometimes resolve such issues.
  • Visit the HP support website, enter your laptop model, and look for the latest BIOS update. Follow the instructions provided by HP carefully to update the BIOS.
  • Reinstall the display drivers. Go to Device Manager, expand the “Display adapters” section, right-click your graphics driver and select "Uninstall device." Then download and install the latest driver from the HP or graphics card manufacturer’s website.

Check Display Output Settings:

  • Since the laptop works with an external monitor, there might be a configuration issue. Right-click on the desktop and select “Display settings.” Ensure that the internal display is set as the main display. Sometimes, setting changes can occur that redirect the display output only to external monitors.

Reset the Hardware:

  • Disconnect all external devices and turn off the laptop.
  • Press and hold the power button for about 15 seconds to discharge residual power.
  • Reconnect the charger (do not connect other external devices yet) and turn on the laptop. Check if the issue persists.

Hardware Diagnostics:

  • HP provides built-in hardware diagnostics. Restart your laptop and press the F2 key repeatedly during startup to enter the HP PC Hardware Diagnostics UEFI menu. Run the system tests, especially the tests for the display.

Windows System Restore:

  • Consider using System Restore to roll back your laptop to a state before the issue began. This can help if a recent software change has caused the problem.
  • Type “Create a restore point” in the Windows search box, click on it, go to the System Protection tab, and then click on “System Restore.” Follow the prompts and select a restore point dated before the problem started.

Temporary Workaround:

  • As a temporary fix, adjust the sleep and hibernate settings to do nothing or shut down instead of sleeping or hibernating, to avoid the trigger scenario.

I hope this helps.

 

Take care and have a good day.

 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

 

Rachel571

HP Support

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Sneha_01- HP support
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Sneha_01- HP support
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No luck with any of this. I've tried all of it except the windows restore.

 

Deleting the display driver seemed to help for about a week, but it's back to the same issue again.

HP Recommended

Hello. I'm having the exact same problem, since two days ago. My machine:

HP Spectre x360 Convertible 14-ea1xxx

 

I'll add a symptom/quirk: if the machine goes to sleep, screen does not turn back on upon waking, but it turns on if plugged into an external monitor via USB-C, as reported by the other user. But it will also go dark if I plug in the external monitor (while the laptop is awake) and then unplug the monitor: screen instantly goes dark. It's like any change to the display causes it to go black.

 

Also following your troubleshooting steps, in the Power Settings/Display section I don't see an option for "ensure that the display is set to turn on when waking the computer."

 

CaseyCP_0-1716310534135.png

 

I love this machine, and it seems like such an odd quirk. Hopefully it can be solved. At least there are the work arounds of either hard rebooting the machine or having to find an external monitor,  but not the best.

 

Thanks.

 

HP Recommended

I have the exact same problem. This can't be a coincidence.  Something must have changed for everyone the same way. Maybe an HP update or Windows update? Everything works fine until I unplug an external monitor - then the screen goes black, and I have to hold the power button down to do a cold reboot. Everything I have open then shuts down unsaved. I have to restore web pages and recover Word files. With several people having this exact same problem, HP should figure this out and fix it. This has been occurring for a month or two now. Previously, I would unplug the external monitor, and the laptop screen resumed automatically when I opened the lid.

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The HP employee Rachel tried to tell me that since their suggestions didn't work, it's a hardware issue and will require replacement parts. I find that hard to believe since multiple others are experiencing the same issue in a similar time frame, and nothing has happened to my laptop that could have caused hardware breakdowns. If anyone finds any solutions, please share!!

HP Recommended

Updating the display driver directly from Intel (not HP) worked for me. Hopefully the issue does not come back as Thuff2014 reported.

Currently running driver version: 31.0.101.5522 released 5/12/2024

 

-Casey

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