Monitor disconnects when accessing streaming websites

[Sabeeni]

Hello everyone!

I have had this issue for a really long time now and I have already tried to solve it with the help of the streaming websites supports but to no use.

I have a HP ENVY x360 laptop and a HP X24ih Gaming Monitor. Whenever I try to play a video (Netflix, Prime, Disney+) the monitor and my laptop go dark for a few seconds. Sometimes the Monitor turns back on but most of the time only my laptop turns back on. 

However my Laptop does not switch to be the only monitor even though the external monitor is off. So all applications I used are "still open on the monitor", but not accessible as it is turned off. The only way I can use my monitor again is by restarting my laptop.

My monitor also turns off when it tries to play the previews from the streaming sites mentioned.

If the monitor turns back on after going dark I am able to play the video. Until the next one starts playing, then the whole problem starts over again.

Youtube and Twitch do not have this issue. I have downloaded and tried the applications of all the streaming sites and it gives the same issue. I have switched my HDMI cable 3 times, including ones I tested on another PC that worked. It also can not be an issue from the network provider as the other PC works perfectly.

I hope that someone here can help with this.

[Nal_NR]

Hi @Sabeeni,

Welcome to the HP Support Community. 

I'd like to help!

  Fabulous analysis. Spectacular diagnosis of the issue before posting. Kudos to you for that.

This might require one-on-one interaction to fix the issue.

As we have limited support boundaries in the support community as of now. I would request you to contact our HP Support Engineers who should be able to sort this out. 

For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

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