Laptop screen randomly goes black

[emily_pavilion]

Hi I have the exact same probleme and I have a HP Pavilion model 15-aw017na

whenever I start watching a video the screen turns black, when I move the mouse sometimes it goes back to normal and if i click on another window it goes back to normal. So it's just for videos. I wasn't able to do the thing with the battery (energystar thing) because there was only a link to the website. Please help. 

Emily

[Riddle_Decipher]

@emily_pavilion

Welcome to HP Forums!

I have a few steps to help you out:

Step 1: Performing a hard reset

Resetting the computer can resolve many issues that cause a black/blank screen. Go to How to Power Reset Your Laptop for detailed steps to reset your notebook.

Continue to the next step if a hard reset did not resolve the issue.

Step 2: Connecting an external monitor to test the display

The screen might remain black when there is a corrupted graphics driver or a problem with the LCD display backlight. To test the display, attach an external monitor and restart the computer. This test is helpful if the display is black but you can hear that the computer is operating.

1. Connect an external monitor to the notebook. For instructions, see Connecting a Monitor, Projector, or TV (Windows 10, 😎.

2. If the computer screen does not display on the external monitor, press F4 (or the key with this symbol ) until the screen image displays.

3. If an image displays on the external monitor, there might be a graphics driver conflict with the notebook LCD display. With the external monitor connected, go to HP Customer Support - Software and Driver Downloads. Download and install the latest graphics and chipset drivers for your specific computer. If an updated BIOS version is available, see Updating the BIOS for steps to install it.

• If the screen is still black after updating the chipset and graphics drivers and BIOS, the LCD might be defective. Contact HP for technical assistance or send the notebook for service.

• If you can hear sounds of operation but no image is visible on either display.

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

[emily_pavilion]

I'll have to save everything I have on my computer first and I'll get back to you when I do the hard reset. 

Thanks for helping.

[Riddle_Decipher]

@emily_pavilion You are welcome to save all your data, however, I must let you know that the hard reset does not affect or make any changes to it,

Keep us posted.

[emily_pavilion]

I tried the hard reset. It didn't work. I'm unable to do the BIOS update because I can't follow the steps with my computer. I asked my brother who is good with computers and he is unable to too. We can't find the product number, or bitlocker they are not on my computer for some reason. I still have the same problem, even when I use a HDMI cable with my TV the screen goes black when I try to watch videos. 

I need my computer for school so I don't really know what I should do.

[Riddle_Decipher]

@emily_pavilion If it happens with an alternate TV as well, this could be an issue with the graphics card or the system board,

I suggest you perform  an extensive system test using the below steps:

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

3. On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.

4. Click Extensive Test.

5. Click Run once, or Loop until error.

   While the test is running, the time remaining and test result for each component display on the screen.

6. If a component fails a test, write down the failure ID (24-digit code).

And let me know about the results.

Keep us posted.

[Msull153]

Mine does this too.. ALL THE TIME. Not even just when watching videos. I’ve tried everything & it continues to happen. I use my laptop for school and it’ll just shut off as I’m in the middle of typing up notes or important assignments & I have to just force it to shut down.. 

[Riddle_Decipher]

@Msull153 please define "everything", elaborate on the steps you've already done, so we don't have to repeat any of them, meanwhile, since I don't know exactly what you've done, 

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

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.