Screen goes black while using it

[Robby368]

Screen goes black while actively using it. AC Power connected/full battery. The only solution is to hard reboot.

[Hawks_Eye]

Hi @Robby368 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for explaining the issue so clearly—I’m really sorry you’re experiencing sudden black screen drops while actively using your laptop. 

Since the system is powered and responsive only after a hard reboot, we’ll focus on display, graphics, and power management layers to restore smooth operation.

Step-by-step actions to resolve black screen during active use

1. Update graphics drivers

• Go to Device Manager > Display adapters
• Right-click your graphics adapter (e.g., AMD Radeon) > Update driver > Search automatically
• If no update is found, visit the official HP support page:
  HP Software and Driver Downloads
• Enter your full model number and install the latest graphics driver

2. Disable fast startup

• Go to Control Panel > Power Options > Choose what the power buttons do
• Click Change settings that are currently unavailable
• Uncheck Turn on fast startup
• Save changes and restart

3. Adjust sleep and display timeout settings

• Go to Settings > System > Power & Battery > Screen and Sleep
• Set Turn off my screen when plugged in to Never
• Set Put my device to sleep when plugged in to Never
• Apply changes and test during normal use

4. Run HP’s Diagnose & Fix tool
This tool checks for hardware faults and resets display settings:
Diagnose & Fix – HP Support

5. Observe behavior in BIOS

• Restart and press F10 repeatedly to enter BIOS
• Let the system sit in BIOS for 5–10 minutes
• If the screen stays active, the issue is likely within Windows or graphics drivers
• If it goes black in BIOS, it may be a hardware-level fault

Let me know how the system responds after these steps. You’re doing everything right by addressing this early, and I’ll be here to help restore stable, uninterrupted use.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye