Random black screen

[Twiffly]

In February I bought a laptop HP Pavilion Gaming 15-cx0031ua (8KT41EA), the next day began in a random way becomes a black laptop display. I installed all the updates from HP Support Assistant, Updated BIOS to the latest available version.

I sent the laptop to an authorized service center and they replied that no problems were found in the operation of the device.

More specifically about the problem: at random during operation (more often when 2 video adapters are used immediately) the laptop display goes blank (sometimes it goes blank, sometimes the backlight works and a black screen appears, sometimes the backlight turns on and off as if the laptop was trying to change the display resolution. Also, sometimes the display turns on itself after a while, but the color scheme is distorted and horizontal stripes appear across the entire width of the display. I tried updating and rolling back and uninstalling the drivers for the video adapters but nothing solved my problem. 

This video shows the same problem as mine:

[Twiffly]

Photo of color distortion

Spoiler

[Riddle_Decipher]

@Twiffly Let's swiftly (that almost ryhmed with your handle 🙂 ) identify the issue and resolve the issue, here's what I suggest we do:

SInce this is an intermittent/random issue, here's what you need to do, to identify the issue and resolve it accordingly:

• If not done already, check if it works fine on the BIOS screen to identify if it's either a hardware or a software issue:
  • If it works fine on the BIOS (Accessed while tapping F10 during a restart) it's a software issue & I suggest creating a new user account to check if that works better, for starters)
  • However, if it doesn't work within the BIOS either, I'm afraid it's a hardware malfunction.

While you respond to that, I have a few more steps that should help: 

Perform a power reset (no data loss) using these steps: Click here, proceed to next step if this works

Attempt to run a test from the HP hardware diagnostic tool, using this link: Click here for details.

If the issue appears on the diagnostics, it could again, determine a hardware failure,

If they don't appear on bios & the hardware tests passed: please update the BIOS & Chip-set drivers from the HP website using this link: Click here

if the issue persists, reinstall windows using the recovery partition or the recovery media to fix the issue,
use this link for details on performing the recovery: Click here

P.S: Welcome to HP Community 😉

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[Twiffly]

Hello, sorry that I did not answer for a long time, my laptop was in an authorized service center (for the second time), they (like the first time) returned it to me with a verdict: the malfunction I claimed was not revealed. I updated BIOS, in BIOS the display does not go out and does not flicker, but as soon as I installed Windows and the drivers were automatically updated, the problem returned. I tried different versions of Nvidia drivers, and there is no driver choice for the Intel video adapter. I performed a hardware check, no errors were detected. The problem is present even on a clean (without installed programs) system.

[Riddle_Decipher]

@Twiffly Better late than never, that said, you mentioned that you've reinstalled windows (clean system), although, I need to know how was the reset attempted, did you make use of the HP Recovery partition (F11) or did you use the HP recovery media? 
If you don't have an HP Recovery media and have attempted reset using the windows troubleshooter or a retail copy of windows, you'll need to order a recovery media: Click here for steps.

Or you may also attempt to download the same using the steps on this link: click here

For details on how to perform a successful reset: click here

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[Twiffly]

I apologize for the late reply, I reinstalled the system several times with a complete cleaning of the storage. The problem has not yet been resolved, most often the display goes blank when switching video adapters (when starting or closing games or AutoCAD). This is a common problem on laptops of this line, unfortunately I have not found a solution, it greatly interferes with the work.

[Riddle_Decipher]

@Twiffly If the issue persists after reinstalling windows using the HP recovery media as well, this could be a hardware malfunction and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too..

[Twiffly · Accepted solution]

Hello, I'm not sure, but I think I found the cause of the problem. I noticed that when my wife is working on the laptop, the black screen problem does not appear, although when I work (in the same programs) the display very often goes out. I also noticed that she uses a different USB port to connect the mouse. I connected my mouse to the port that my wife used and for two weeks now the problem of the dimming display did not occur. For the experiment, I recently connected my mouse to the port I used earlier and the display went blank after about 5 minutes, then I moved the mouse back and the display works fine. So I also transmitted my observations to my local forum to people with the same problem, they confirmed that the problem disappeared. I ask you to transfer the information to responsible employees, it is possible to fix this problem, possibly programmatically.

[praveen196]

@Twiffly

Thank you for the update.

In that case, I would suggets you perform the USB port test and check.

1. Power off the PC and make sure that it is completely powered off.

2. Press the power button and the moment you press the power button immediately start tapping F2 key, you should see the system diagnostics screen.

3. Look for the component test, under that all the hardware will be listed, please choose USB and initiate the quick test.

Note: If it fails it will generate a 24 digits alphanumeric failure id, please capture that.

If the test is passed, perform the system reset.

Have a nice day!!

[Twiffly]

I tested all USB ports, everything is OK. I have repeatedly done a system reset and reinstalled windows with full storage formatting. Only disconnecting the mouse from a specific port helped me (and not just me).