Screen blacks out while using, power light on, no keys work. TPM issue as well.

[Elaine316]

2 issues:

1) This happens frequently since the day I got this computer (July 2023), at least daily during use or upon trying to return from sleep mode. The screen goes black and no keys function. The power light is on. I am forced to do a hard reboot.

2) To add to the issue, over the last 2 months I now get this message upon reboot:  "There is an issue with Trusted Platform Module (TPM) data" which is a new development. I have figured out how to bypass this warning by clicking "N" (I do NOT want to lose my computer's life!) and supplying my bitlocker recovery key. But this is getting really old.

Do I have more than one problem going on? What are my options? 

[Raj_05]

Hi @Elaine316,

Welcome to HP Support Community.

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

It sounds like you're experiencing a couple of distinct issues with your HP Pavilion laptop. Let's address each problem separately.

Screen Going Black with Unresponsive Keys: This could be caused by several factors such as a software glitch, a driver issue, or even a hardware problem with the display or motherboard. Since this has been happening since you first got the laptop, it's less likely to be related to software updates unless the issue coincided with a particular update. To troubleshoot this, you could try updating your graphics drivers, running Windows Update to ensure your operating system is up to date, and performing a hardware diagnostic test to check for any hardware failures. 

Trusted Platform Module (TPM) Issue: The TPM is a hardware component used for security-related functions such as encryption. The error message you're seeing indicates that there may be a problem with the TPM data on your system. This could be due to a corrupted TPM module or a software issue. Since you're able to bypass the warning by providing your BitLocker recovery key, it suggests that the TPM is still functioning to some extent but encountering errors during startup. To address this, you could try resetting the TPM through the BIOS or using the TPM Management Console in Windows.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support