Random black screen on 2 year old HP envy 360x

[jvarg]

Hello
My HP Envy 360x has been working fine except for the past few weeks. Recently the screen will randomly go black and will not come back on unless I shut down the laptop and boot it back up again. The keyboard will be completely unresponsive. The mute button and caps lock key do not light up when pressed, and the only button that works is the power button (thankfully). The black screen is random, but I have noticed it triggers (inconsistently) when a few things happen:

- changing from tablet to laptop and vice versa

-simply just typing

-closing and opening the lid

-picking up the laptop from the bottom or setting it down on a table

-accidentally dropping something on the keyboard, my phone for example, has caused it to black screen

I have tried the following solutions to no avail:
- updated bios

-updated drivers

-disconnected and reconnected the battery

I like this laptop a lot, but it is causing me a lot of issues. Hopefully, someone can provide a fix.

[Rachel571]

Hi @jvarg,
 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

The symptoms you're describing with your HP Envy 360x suggest a few potential causes, and you've already taken some good steps by updating the BIOS and drivers, as well as disconnecting and reconnecting the battery. Given the range of triggers you've noticed, it seems the issue might be related to either hardware connections or power management. Here are a few additional steps and considerations to potentially resolve the issue:

Hardware Check for Loose Connections: Since you've mentioned that physical movements like changing from tablet to laptop mode, closing/opening the lid, and even dropping something on the keyboard can trigger the issue, it's possible there's a loose connection inside. This could be related to the display cable, which connects the screen to the motherboard. If you're comfortable opening up your laptop, check if the display cable is firmly connected. If not, you might want to take it to a professional for a thorough inspection.

Power Management Settings: Sometimes, power management settings in Windows can cause issues with how the laptop sleeps or hibernates. Adjusting these settings can help:

• Go to "Control Panel" > "Hardware and Sound" > "Power Options".
• Click on "Change plan settings" for your selected power plan.
• Then click on "Change advanced power settings".
• Expand the "Sleep" settings and make sure they're configured in a way that doesn't cause the laptop to sleep too aggressively. Also, check the settings under "Power buttons and lid" to ensure they're set appropriately for your usage.

Check for Overheating: Overheating can cause the laptop to shut down or become unresponsive. Make sure the cooling vents are not blocked and that the fan is working correctly. Cleaning out dust from the vents and fan can improve airflow and reduce overheating.

Hardware Diagnostics Test: HP provides built-in hardware diagnostic tools that can help identify if there's a specific hardware component failing. To run these diagnostics, turn off the laptop, turn it back on, and immediately press the Esc key repeatedly, about once every second. When the menu appears, press the F2 key to enter HP PC Hardware Diagnostics. Run the system tests to check for hardware issues.

Consider System Restore or Reset: If the issue is software-related, performing a system restore to a point before the problem starts occurring might help. If that doesn't work, a more drastic step is to reset Windows but make sure to back up your data first as this will remove installed applications and possibly your data, depending on the reset option you choose.

I hope this helps.

Take care and have a good day.

Please click “Accepted 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!

Rachel571 

HP Support