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Wozza1952
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Laptop screen suddenly goes black

HP Recommended
Notebook 14s-dq1504na
Microsoft Windows 10 (64-bit)

I have a 14s-dq1504na which is currently only a couple of months old.

 

A number of times whilst using the laptop the screen goes completely "black".

You can hear that the laptop itself is still running but whatever input you try to use on the keyboard you cannot get the screen to reappear.

 

The only solution is to activate a power reset via the on/off button which will of course mean that any data not saved will be lost and some running programs will be closed incorrectly creating their own problems.

 

Once power reset takes place the screen "reappears" until the next time.

 

Any solutions please?

7 REPLIES 7
Echo_Lake
HP Support Agent
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Message 2 of 8
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@Wozza1952

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  
Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (Refer to the removable and sealed battery)
BIOS default:(do not skip any troubleshooting steps even if you feel steps are repeating)

  1. Turn off the computer and wait five seconds.
  2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
  3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
  4. Press F10 to Save and Exit.
  5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
  6. Follow the prompts to restart your computer. 

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.

ECHO_LAKE
I am an HP Employee

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Wozza1952
Author
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Message 3 of 8
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Hi,

 

Thanks for your solution.

 

I carried out all those steps the following day and from that time until today the screen has been fine.

 

However, today in the space of about 45 minutes it has happened twice.

 

Any more thoughts or anything else I can try?

 

Kind regards

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Echo_Lake
HP Support Agent
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@Wozza1952

Thank you for posting back. 

 

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

And, also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629
 

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.

ECHO_LAKE
I am an HP Employee

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Wozza1952
Author
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Message 5 of 8
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Hi,

 

Thanks for the above.

 

I have been through the above and above and there wasn't any updates to the laptop.

 

Tried Windows Update but was up to date.

Launch HP Support Assistant and clicked on "updates & messages" and there wasn't any updates

Checked to see if the BIOS needed updating and apparently it was up to date

 

Any more thoughts or is that all I can do?

 

If it's not a "software/driver" issue could it be mechanical and if so is there any checks I could carryout?

 

Thanks for all your help so far.

 

Regards

 

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Echo_Lake
HP Support Agent
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Message 6 of 8
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@Wozza1952

Thank you for posting back. 

 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to back up 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. 

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.

ECHO_LAKE
I am an HP Employee

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Wozza1952
Author
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Message 7 of 8
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Hi,

 

Sorry I haven't replied before but until the post above and tonight the notebook has been okay.

 

However, tonight the display went black again. You can hear the fan on the processor is still running but the only way to reset the notebook was to ho;d down the power button and reboot!

 

If I perform the factory reset as mentioned above do I need a copy of Windows 10 on an external device or will the factory reset protect the Windows 10  opsys?

 

Thanks in advance.

 

Wozza1952

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Echo_Lake
HP Support Agent
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Message 8 of 8
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@Wozza1952

Thank you for posting back. 

 

You don't have to make a copy of Windows OS just only your personal files and folders before performing a factory reset.

ECHO_LAKE
I am an HP Employee

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