Multiple Pavilion 15z-eh100 devices with black screen and unresponsive

[ElliotMoritz]

I am a computer technician for a school district and we have about 30 HP Pavilion model 15z-eh100. Of those 30 we have had about 10 of them with a persistent issue where while they are actively being used the screen will turn off and the device becomes entirely unresponsive. The power button remains illuminated but there is no response to any of the other keyboard or mouse inputs. The only way to exit this "event" is to hard shut down the device by holding the power button.

I have been unable to identify what triggers this unresponsive state. Sometimes the laptops will work properly for days at a time, sometimes only minutes at a time. Sometimes the device becomes unresponsive when not being used, sometimes it happens while it is actively being used.

In trying to troubleshoot this I have tried a number of things:

- Running Windows updates

- Checking for driver updates via the HP Support Assistant tool

- Checking for driver updates manually on the official HP website

- Using the website to detect my product and install updates

- Uninstalling and reinstalling graphics drivers

- Reinstalling Windows

- Updating the BIOS

For most of the devices we have experienced these problems on I have tried all of the above actions still with no success.

I'm having difficulty knowing what to do next. Only a some of the devices are having this issue but the ones that do it is very persistent. While the problem happens irregularly it has proven to happen reliably given enough time. The longest one of the affected devices has gone without becoming unresponsive is two days but the duration of successful run time seems otherwise random.