Laptop screen goes black; External monitor stays on

[TomaK]

The screen on my new gaming laptop just goes black for no apparent reason.

Things I have tried:

- windows is up to date

- updated NVIDIA drivers

- made sure all video and monitor driver were up to date

- ran the HP Support Assistant (did nothing)

- Ran HP Hardware checks and passed all basic and all video checks 

- Checked the Device Manager to see if there were any errors (there were none)

What makes this frustrating:

- when I put the computer to sleep (close lid or reset) the monitor works again for a period of time

- the computer is not over heating

- the win+P does not show that the internal display is off

- the computer is not moved when rebooting, so I assume that the connection cables from the motherboard to the monitor are fine.

- I can not make it happen by using particular software/games. It seems to happen randomly....

Ideas?

[Echo_Lake]

@TomaK
Thank you for posting on HP Support Community.

I appreciate your efforts to try and resolve the issue. This sounds like the windows operating system is not installed correctly due to which computer is not functioning normally.

 
The last thing I can suggest trying to restore the computer back to the factory settings. Performing an HP system recovery (Windows ) While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[TomaK]

Tried to reset windows back to factory, but it kept having errors and then reverting to its current state.