12-13-2016 11:39 AM
The screen on my HP Notebook Envy15t-K000 freezes when not connected to a monitor. works fine when hooked up to a monitor. its never been dropped or mishandled.
12-14-2016 08:20 AM
Allow me to welcome you to the HP forums! 🙂 Good day. Hope you are doing well. 🙂 I understand clearly that you have issues with the computer freezing when not connected to an external monitor.. It will be a genuine pleasure to assist you here. 🙂
Awesome job on diagnosing the issue correctly and performing some very smart research and troubleshooting before posting your question on HP forums. Kudos to you on that score.:) It is a privilege to work with tech-savvy and technically competent customers like you and we greatly value your business with HP. It is a genuine pleasure to assist you and share this platform with you. 🙂
First off, we need to isolate the issue correctly, to being hardware or software related. 🙂
For better clarity and to assist you better I would require more information regrading this.
- When did this first freeze?
- Did any software or windows update cause this to happen?
- Please let me know the complete model# and operating system of the unit. Does it come with Windows 8.1 or di you install windows XP on it?
Please perform a hard reset on the computer. Link: http://support.hp.com/us-en/document/c01684768
Then try to fire up the computer and check if it works. If it does not, work If it started recently, you could perform a system restore to factory settings from this link: http://support.hp.com/us-en/document/c03327545 Please select the option: “Restore your computer when Windows starts normally” after connecting it to the external screen.
Please run complete system diagnostics from the unit assuming that it runs windows 8.1 Link: http://support.hp.com/in-en/document/c03467259
It will list failure codes for failed components if any component fails. It takes about 2 hours to run. If it fails then please contact HP phone support to get the unit serviced.
If the unit is under warranty, repair services should be covered by the manufacturer’s warranty. You could look up the unit’s warranty by visiting this link: http://support.hp.com/gb-en/checkwarranty/ and select the country of purchase and follow the on-screen instructions.
Link to visit HP phone support: http://hp.com/contacthp Please select the country of purchase and follow the on-screen instructions.
If the diagnostics pass, please update the bios, chipset and graphics card drivers from this link: http://hp.com/drivers
Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you .:)
As a last resort, you could restore the computer to original factory settings if nothing else works and the diagnostics pass after backing up all your files.
Link: http://support.hp.com/in-en/document/c03489643 Please select the most relevant option that best describes your situation. There is an associated video to go with it.
To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂
Take care now and have a splendid week ahead. 🙂
Happy holidays to you and your family:) Take care.:)
I am an HP Employee