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‎07-30-2022 10:28 PM

HP Recommended
Product: HP Notebook - 14-dq0011dx
Operating System: Microsoft Windows 10 (64-bit)

Ok so I downloaded an update for my Laptops display driver. Before I downloaded it the display was working properly and After I downloaded it and restarted my laptop (manually because the automatic restarting system isn't working when I click on restart the screen is just stuck on restarting), After restarting my laptop and logging in and using it for a few seconds the screen blacks out with no response from the graphic restart command, no mouse cursor, nothing just the black screen with the backlight on...and sometimes it even glitches before going on the black screen again....I've rolled back the display driver to the Microsoft Basic Display Adapter...but its letting certain things that used to work not work properly because its an older version of Display....I want to get this problem fixed as soon as possible so let me know if there are any possible solutions without having to take my laptop to a professional. Thank you.

Category:
11 REPLIES 11

‎07-31-2022 05:11 AM

HP Recommended

Hello @Tevon 

 

Sorry to hear that you are having problems ... and I would like to help you.

 

(1) Update BIOS

HP Notebook System BIOS Update (Intel Processors)

F.21 Rev.A31.3 MBAug 11, 2021Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

  • An available BIOS update resolves a specific issue or improves computer performance.
  • The current BIOS does not support a hardware component or a Windows upgrade.
  • HP Support recommends installing a specific BIOS update.

 "

 

(2) Reboot

(3) Install/Update

Intel Chipset Installation Utility and Driver

10.1.18412.8219 Rev.A0.6 MBDec 2, 2020Download

Intel Dynamic Platform Driver

8.6.10401.9906 Rev.A6.4 MBDec 6, 2019Download

Intel Serial IO Driver

30.100.1947.3 Rev.B0.8 MBJun 15, 2020Download

Intel Rapid Storage Technology Driver

17.8.0.1065 Rev.A17.9 MBJun 3, 2020Download

 

(4) Reboot

(5) Install/Update

Intel High-Definition (HD) Graphics Driver

27.20.100.9664 Rev.E379.7 MBAug 10, 2021Download

 

(6) Reboot and test again ... 

(7) Please report your results

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‎07-31-2022 01:10 PM

HP Recommended

Ok so first of the BIOS update that u gave me is the older one than the one I have currently installed and as a result it cannot be excecuted...so let me know what to do

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‎07-31-2022 02:13 PM - edited ‎07-31-2022 02:19 PM

HP Recommended

Skip Bios Update -> Continue with (3)

 

Please send screenshot of msinfo32 <system summary>

press [windows key] + r

( run command )

msinfo32

 

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‎07-31-2022 02:23 PM

HP Recommended

Hey i did it and its working fine at the moment but its gonna stop working once again 

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‎07-31-2022 02:28 PM

HP Recommended

Test

Please connect external monitor via vga/hdmi and restart notebook.

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‎07-31-2022 02:54 PM

HP Recommended

There is no external monitor im using a laptop

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‎07-31-2022 02:55 PM

HP Recommended

It's just a test

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‎07-31-2022 02:57 PM

HP Recommended

So how should I complete the test if I dont have an external monitor

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‎07-31-2022 03:10 PM

HP Recommended

Hello @Tevon 

 

(1) Please reinstall your system.

 

--- Solution ---  A)

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 10

https://support.hp.com/us-en/document/ish_4511095-4511141-16

 

--- Solution ---  B)

Use the official Microsoft method:

https://www.microsoft.com/en-us/software-download/windows10ISO

 

After installation is done, download and install HP drivers

https://support.hp.com/us-en/drivers/laptops

 

(2) Please report your results

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