New laptop screen blacking out

[Yespage]

I purchased an HP Gaming Pavilion 15-cx-0056wm in the last week and things seemed to be going fine.  However, today, I have had the laptop screen go blank on me.  I was using the laptop to expand the screen with my televsion via the HDMI. The television display continued to work fine as a computer monitor, and the music I was streaming continued to stream and play (so it isn't a crash).  However, there was nothing but black on the laptop screen.  

The first time it happened, I put the laptop to sleep then woke it up, and all was fine.  But about 45 minutes or so later, it blacked out again, and again the extend screen (my TV) was working.  I should note that Windows didn't default all of my open apps to the Television monitor, which means Windows thinks the other screen (laptop screen) is still operating.  The laptop didn't seem to be getting hot as I was just doing some word processing, nothing GPU or CPU intense.

I'm hoping there is an easy solution to this, but know that hope is likely misplaced and the issue is probably some connection with the laptop board and the LCD screen.  

[KrazyToad]

@Yespage

Welcome to HP Support Forums. A really great platform for posting all your questions and finding solutions.

I have gone through your Post and would like to help

Please right click on the desktop > Go to Display Settings and click Identify and let me know if both the Laptop and TV gets detected.

If they do, then click on the one which shows as the Laptop screen, scroll down and check the box that says Make this my Main Display.

You can also click on the screen that shows as the TV and scroll down and in the box that says Multiple Display , Select Disconnect this monitor.

Keep me posted how it goes

Thank you and have a good day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
 

[Yespage]

I did this before posting my initial post.  It indicated there were two screens, when I clicked on Detect, it indicated it didn't detect any additional monitors.  When clicking on Identify, only the number 2 one would show a number (the TV).  As indicated previously, all of the windows did not congregate onto screen number 2 when screen 1 went blank, which indicates Windows still thinks it is on. 

I just had the monitor go blank on me for the first time with just the laptop monitor on (not connected to the TV).  I reconnected the HDMI to the receiver, and the computer was still on, playing a game, and the laptop screen was down.  I double checked the Display monitor info.  Again, the same results from before, it indicates that no additional displays are detected, and when identifying the screens, the TV shows as 2, the laptop screen still blank.  

When I remove the HDMI cable, the TV screen disappears (of course), but the monitor on the laptop is still blank.

[A4Apollo]

Hi @Yespage, I am the Mr.Robot. It looks like you were interacting with @KrazyToad, but he is out of the office today, so I'll take over from here.

I appreciate your efforts for writing back to us.

As you mentioned the issue still persists after trying out the steps.

It sounds like a graphics driver issue.

Uninstall the graphics driver from the device manager and install the latest version of graphics driver and BIOS from the links below.

Update the graphics driver using this link. Click Here

Also, update the BIOS using this link. Click  Here

Try the steps recommended below.

1. First, while the computer is off, connect an external monitor.
2. Next turn on the computer and allow it to fully load.
3. Once loaded, press the "Windows Key" + "P" to open the "Easy Display Switcher".
4. In here select "Computer only".
5. Now shut down the computer and disconnect the external monitor.
5. Disconnect the external monitor
6. And finally restart the computer.1. First, while the computer is off, connect an external monitor.
2. Next turn on the computer and allow it to fully load.
3. Once loaded, press the "Windows Key" + "P" to open the "Easy Display Switcher".
4. In here select "Computer only".
5. Now shut down the computer and disconnect the external monitor.
5. Disconnect the external monitor
6. And finally restart the computer.

Run an SFC scan on your PC.

• In the search box on the taskbar, enter Command Prompt. Press and hold (or right-click) Command Prompt (Desktop app) from the search results and select Run as administrator.
• Enter DISM.exe /Online /Cleanup-image /Restorehealth (note the space before each "/"). (Note: This step may take a few minutes to start and up to 30 minutes to run and complete.)
• Enter sfc /scannow (note the space between "sfc" and "/"). 

Lastly, try running a system diagnostics test on your PC and check if it the hardware components on your PC are functioning correctly.

Refer this article to know more information about running system diagnostics on your PC. Click Here

Let me know if this works!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[Yespage]

I appreciate the feedback.  I had already updated the video driver, as that is usually the first thing to try out.  

I don't follow how this is a graphics driver issue.  It seems like a physical monitor issue. Something is switching the signal off to it.  

[Yespage]

The video drivers are up to date and the BIOS is updated as well.  I will come back after a bit if things are going well, or once (if) it blacks out again. 

[Yespage]

It happened again.  The three times it has occurred was twice playing XCom 2 and once while VPN'ing for work.  When I just checked the core temps after the screen went away again while playing XCom 2, they were getting too high, upwards of 90 degrees.  Turned the game off and the system is idling at about 40 degrees  Celsius on the cores.  I was using the laptop as a... well... a laptop, as in on my lap.  I'm wondering if that is inhibiting airflow, or else I need to cut down on the video quality for the game.  Of course, I'm a little curious why VPN'ing would be taxing the CPU.  

If nothing else, I need to adjust things to keep the cores cooler.  However, I'm wondering if the temp is what is cutting off the laptop screen for whatever reason.  

[A4Apollo]

@Yespage, Thanks for your prompt response and time.

I appreciate your efforts for writing back to us.

As you mentioned the screen went black while playing the game and the CPU is running high.

Yes, the chances are more due to overheating the PC might be shutting down, to prevent damage to other components on the PC might be going black.

Run an SFC scan on your PC.

• In the search box on the taskbar, enter Command Prompt. Press and hold (or right-click) Command Prompt (Desktop app) from the search results and select Run as administrator.
• Enter DISM.exe /Online /Cleanup-image /Restorehealth (note the space before each "/"). (Note: This step may take a few minutes to start and up to 30 minutes to run and complete.)
• Enter sfc /scannow (note the space between "sfc" and "/"). 

Also, try running a system diagnostics test on your PC and check if the hardware components on your PC are functioning correctly.

Refer this article to know more information about running system diagnostics on your PC. Click Here

Let me know if this helps!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[Yespage]

Modified how the laptop was positioned, reduced the processor power to a max of 95 percent and running Xcom 2 was flirting with 60 degrees Celcius.  So I was playing that, ended the game and shortly there after, it blacked out again.  So it doesn't appear to be a temperature issue.  I will say that there appears to be a backlight glow, so laptop screen might have power, but no signal.  

When I did the Windows Button+P and went with computer only, the laptop screen remained blank and the secondary obviously turned off as well.

I've been hesitant to do the DISM.exe as it is recommended to backup the computer before doing so, and seems extreme for what almost certainly appears to be a hardware issue, but I'll give it a go.  About out of options with this otherwise nice laptop.

[Yespage]

The DISM tossed out a 3017 failure code, which the Internet tells me...

...it could be plenty of things.  And I'm not exactly in the mood to test out a bazillion things. 

When I ran the SFC before the DISM, I switched over to use something else on the TV and the the computer timed out for the screen to turn black.  When I used the trackpad, the Laptop monitor reappeared.  So I don't know if that means the timed monitor off, then makes Windows know it is off and then turns it back on when there is trackpad or keyboard input.