Laptop randomly goes to black screen

[luisaf13]

I bought this laptop in september 2021, and in these days my laptop showed this problem:

Randomly when i used browser or i watched video and film, but especially during gaming, my laptop freeze, the display goes black but the pc is still on, and the only solution is press the power button to turn off.

I do all the test in HP PC Hardware Dignostics Windows, the only one who gave me problem is the CPU stress test. This test not starts because the screen goes black and i have turn off the pc with the power button. I tried this test with the power in and the screen goes black, but when i trying this test with only battery the pc doesn't have any problem.

I also had contacted the support HP but they didn't solve my problem. Anyway i search in this community and i have read many users with my problem but they still haven't solved the problem.

I try all the solution that i have read in this community, that is:

Updating the BIOS (not work)

Power Reset (not work)

Update all the driver (not work)

Update with Windows update (not work)

I'm really disappointed because this laptop have only 1 years, and my warranty has expired.  

What should i do? 

I apologize for my english because i'm italian.

[ub6424]

---

@luisaf13 wrote:

... I tried this test with the power in and the screen goes black, but when i trying this test with only battery the pc doesn't have any problem.

---

Hello @luisaf13 

Sorry to hear that you are having problems ... I would like to help you.

(1) Test your hardware Using the HP PC Hardware Diagnostics (UEFI)

--->>> Perform Component Test ( AC Adapter / Battery )

https://support.hp.com/us-en/document/ish_2854458-2733239-16

See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

(2) Please report your results ( error messages, take pictures )

( if serial number, device id, UUID, System Board CT Number is displayed, please blur )

[luisaf13]

Hi @ub6424, thank you for you answer. I do the test as you recommended, and i do many others type of test and this are the result:

Modello: HP Pavilion Laptop 15-eh1xxx
Numero di serie:
ID prodotto: 
Numero CSO:
ID agente:
================================================
Ora inizio Tipo Risultato ID errore
------------------- ---------------------------- ------------ ---------------------------
2022-10-08 11:47:06 Alimentazione Superato NA
2022-10-08 11:46:53 Adattatore CA Superato NA
2022-10-08 11:46:33 Batteria Superato NA

<FINE>

Modello: HP Pavilion Laptop 15-eh1xxx
Numero di serie:
ID prodotto: 
Numero CSO:
ID agente:
================================================
Ora inizio Tipo Risultato ID errore
------------------- ---------------------------- ------------ ---------------------------
2022-10-08 11:27:16 Adattatore CA Superato NA
2022-10-08 11:26:53 Alimentazione Superato NA
2022-10-08 10:52:09 Sintomo [E] Superato NA
2022-10-08 10:49:44 Sintomo 1-0 Superato NA
2022-10-08 10:34:27 Sintomo 3-0 Superato NA
2022-10-08 10:34:13 Sintomo 7-0 Superato NA
2022-10-08 10:33:46 Alimentazione Superato NA
2022-10-08 10:27:46 HDD/SSD [E] Superato NA
2022-10-08 10:27:28 Scheda di sistema Superato NA
2022-10-08 10:05:02 Video [E] Superato NA
2022-10-07 22:19:27 Memoria Superato NA
2022-10-07 21:30:46 Memoria [E] Superato NA
2022-10-07 21:29:44 Processore Superato NA
2022-10-07 20:59:39 Sistema [F-2] Superato NA
2022-10-07 20:58:51 Sistema [F-1] Superato NA
2022-10-07 20:58:21 Processore Superato NA
2022-10-07 20:27:16 Sintomo [E] Superato NA
2022-10-07 18:10:03 Sintomo 3-0 Annullato NA
2022-10-07 18:09:34 Sintomo 7-0 Superato NA

<FINE>

[ub6424]

Hello @luisaf13 

Let me check your current system configuration.

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/screenshot/paste following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

Processor

BIOS Version/Date

(2) Start Windows <Device Manager>

- Expand <Display adapters>

- Expand <Network adapters>

- Expand <Sound, video and game controllers>

--->>> Send screenshot

(3) Please report your results

[luisaf13]

Here it is: 

OS Name:   Microsoft Windows 11 Home

Version:  10.0.22621 build 22621

System Model:   HP Pavilion Laptop 15-eh1xxx

System SKU:   3Z6Y7EA#ABZ ( equals HP product number (p/n) )

Processor:   AMD Ryzen 7 5700U with Radeon Graphics, 1801 Mhz, 8 core, 16 processori logici

BIOS Version/Date:   BIOS AMI F.22, 11/07/2022

I hope they are the correct information.

Thank you for your help!

[ub6424]

Hello @luisaf13 

(1) Double check with external monitor connected via vga/hdmi cable. Same freezing and black screen on external monitor ?

- Power off notebook (press and hold <power> button until notebook switches off )

- Power off external monitor

- Connect vga/hdmi cable

- Power on external monitor

- Power on notebook

(2) Please report your results

[ub6424]

Hello @luisaf13 Please report back

[luisaf13]

I'm so sorry for the delay in replying. 

I try this method but the display turns black on this pc and on the external monitor. The problem remains.

[ub6424]

Hello @luisaf13 

My options are exhausted...

Recommendation and solution

HP warranty valid -> Contact HP Support for service repair

HP warranty expired:

You should have it serviced by a professional notebook (chip level) repair store.

Alternative:

If it can't be repaired or replacing motherboard or screen is too expensive, you should buy another notebook.

Good luck

[luisaf13]

Hi, thank you for you patience.

I have a question, the legal guarantee solve this problem of my pc? or i need the Hp Care Pack?